Water arrears: Getting help with water debt

Work out how much you owe

One of the first steps to managing your water bill is understanding exactly what you owe. You can do this by carefully reviewing your latest water bill to ensure all charges have been calculated correctly. Be sure to look out for errors that could affect the total amount.

If you’re renting, it’s also worth checking your tenancy agreement or speaking with your landlord to confirm who is responsible for paying the bill. In some cases, the landlord may cover this cost as part of your rental arrangement.

Water meter

Do you have a water meter? If so, you can double-check your water meter to see if your water bill reflects the accurate amount. If you’ve not supplied the water company with an up-to-date meter reading, they will likely base their estimation on how much water you used last year.

So, if no one has checked your meter in a while, the estimation could be off, especially if your situation has changed. For example, if fewer people live in your home now than last year, you might be using less water. If you think your bill is too high and you've used less water than they have calculated, get in touch with your supplier to make sure the price quoted is correct.

Get in touch with the water company

If you have missed your water payments and are in what’s known as ‘water arrears’, you should get in touch with your water supplier as soon as possible to try and see if you can reach some sort of agreement.

Ask to adjust your water payment plan

One of the ways in which you could try to make your water debt easier to pay is by asking the water company to change how often you pay. For example, if you pay your water bill in six-month instalments, you could ask them to stretch the payments over a year instead. This way, you’ll still pay the same total amount, but your monthly payments will be smaller since they are spread over a longer time period.

Seek expert advice from trusted organisations

If you’re finding it hard to manage your money or aren’t sure how to deal with your water debt, there are places you can turn to for expert debt and financial advice. This includes StepChange and National Debtline, both of which offer trustworthy, free and unbiased guidance based on your individual circumstances.

Alternatively, if you feel like your mental health is being impacted by debt, you could speak with your GP or contact organisations specialising in mental health services, such as Samaritans. 

Look into paying using benefits

Do you receive any of the following benefits?

• Pension Credit
• Income Support
• Jobseeker’s Allowance
• Universal Credit
• Employment and Support Allowance

If you receive any of the above benefits and are unable to pay your water bills, water companies can request that the Department for Work and Pensions (DWP) take money from your weekly benefits to cover some of what you owe on your water bill. While this may not be ideal for everyone, it can offer a solution for some. You can contact your water company or the DWP directly to discuss how this option might help you manage your water debt.

What happens if my details get passed onto DWP?

You will get a letter from the DWP telling you how much money they are taking. These are known as ‘third party deductions’ or ‘Water Direct’.  The DWP are not allowed to take more than 25% of your benefit payment unless you say it’s ok for them to take more. Get in touch with your water company or the Department for Working Pensions to find out more about this.

Water funds

If you’re struggling to manage your finances, you might be wondering, ‘can I get help with my water bill?’ Depending on your circumstances, you might be able to receive financial help towards your water debt. Many water companies have financial hardship funds to support those who are having a hard time paying their bills.

The type of funds available varies from company to company, but many usually take shape in the form of a pot of money set aside to support those in need. There’s typically a limit on how much the water company can give each person who qualifies, but they might be able to pay off some or even all of what you owe. You can reach out directly to your relevant water company to learn more about whether they have a fund that can help.

Who is likely to receive help?

If a water fund is available, receiving financial help from this usually depends on your individual circumstances. The water company will likely carry out some checks to decide whether you are eligible to receive the money. You’re more likely to get support if:

• You’re experiencing big money issues
• You earn very little or depend on benefits
• You’re going through a big life change, such as an illness, losing your job, breaking up with someone or the death of a partner.

Social tariffs

Some water companies offer social tariffs which are discounts for people on low incomes or receiving certain benefits. The discount you could receive depends on your supplier and your household income, but some provide savings of 50% or more on your water bill for a set period. Be sure to check with your water company or head to the Consumer Council for Water (CCW) website for a list of providers and their available discounts.

They may also offer restart schemes, which let you set up a regular payment plan where they match your contributions. If you stay on track, they may even write off the remaining debt. To find out more about these options, reach out to your supplier.

Priority Services Register

If you need extra support with your water debt, water companies offer a free Priority Services Register. This is available to those facing financial struggles, age-related challenges, mobility issues, mental health concerns, health problems, or language barriers. For more information, you can visit the Ofwat priority services page.

Depending on your needs, you could get services like home visits to talk about your bill, or even emergency water delivery if your supply is interrupted. Reach out to your water company to see what support they can offer.

What happens if you don't pay your water bill?

If you’re unable to reach an agreement with the water company and don’t pay what you owe, they might send your information to a debt collection company. This company will talk to you about a plan to pay back the money in a way you can afford and try work with you to agree on a payment plan.

Can your water be cut off?

Water companies are not legally allowed to stop your water supply or reduce its flow.

If you’re a tenant, it is worth noting that there is a possibility that your water may be unintentionally disconnected, but this is unlikely. For instance, if the water bill is in the landlord’s name, legal action will be taken against the landlord if they fail to pay the balance, even if your rent covers the cost. A water company may then disconnect the water if they incorrectly determine that the property is being used for business purposes, and that no-one lives there.

If your water company threatens to disconnect you due to water arrears, you can send a complaint to the Consumer Council for Water (CCW).

We hope this article has shown you that if you do find yourself in water debt, there is support available to help you resolve it.

If you’ve got an outstanding debt with us, we want to support you however we can on your journey to becoming debt-free with Lowell. That’s why our payment plans are tailored to be sustainable based on your personal circumstances. If you’ve got any questions or concerns about your account, please get in touch and speak with our friendly team. Alternatively, you can review some account settings independently via our online portal.

For more helpful guides on debt-related topics like this, take a look at our debt guidance hub including our guide to benefits and debts and information on dealing with council tax debt.