Speaking up for people who need extra help
The Consumer Council for Water is concerned that water bills are becoming unaffordable for the vulnerable, including pensioners. Through our campaign to give consumers value for money, CCWater is exploring ways to make water bills fairer, more affordable and easier to understand.
Special tariffs
More people should benefit from lower water bills through the vulnerable groups tariff from water companies. We are working with Defra to identify examples of where the industry is successfully promoting the scheme.
What should you do if you or someone you know needs extra help in receiving or paying for water and sewerage services?
If you have difficulty paying, contact your water company for more information on schemes which could help you either save money or make using the service easier.
If you are experiencing hardship and are unable to pay your water charges you may be able to receive a one-off chance to start again through one of the trust funds operated by some companies (United Utilities, Severn Trent and Anglian Water, among others).
If customers are having problems paying their bills they should contact their water company immediately to discuss the possible options of spreading the cost to avoid debt mounting up. Companies should offer customers the opportunity to make payments in smaller, weekly or two-weekly instalments.
If you are on benefit and already in arrears, you should consider asking the Department for Works and Pensions to arrange to pay your water bill direct from your benefits. This ‘Water Direct’ system helps people who find it hard to budget and need to be confident that that regular payments will be made.
There are many other ways in which water companies can help. For example, customers who have difficulty reading their bill can arrange for it to be printed in large print, on audiocassette or in Braille. Some companies also offer the option of having the bill read to you over the phone or it can be sent to a nominated friend or relative who can relay the information to you.