Support is available for paying water bills

19/03/2008

The due date for water bills is fast approaching and the Consumer Council for Water wants to alert customers who may be struggling to pay to the fact that support is available when it comes to paying for water and sewerage charges.

Water companies have quick and efficient procedures to deal with customers who refuse to pay which may involve legal action. This is entirely in their right, but customers who genuinely are unable to pay their bill need to notify the water company as soon as they find themselves faced with a bill they can’t pay. Making the company aware of their situation ensures they get the support they need.

Customers struggling to pay water charges have a range of options available. Water companies may be able to offer more flexible payment options which allow customers to pay charges in a way that suits their circumstances better, such as a weekly or monthly payment plan.

Many water companies have set up trusts or other schemes which might help eligible customers clear some outstanding debt. Individual water companies have different application procedures, and there are different criteria which customers must meet to be eligible for these schemes. Customers are encouraged to contact their local water company to find out more. 

Other support includes national programmes such as WaterSure, which caps a household’s water bill at the average rate for their area. This allows metered households who are receiving benefits and use a lot of water because of a large family or a medical condition, to use the extra water they need without having to worry about a high bill.

Water Direct is another national programme available to customers in receipt of Income Support, income-based Job Seekers’ Allowance or Pension Credit. The payments are taken directly from these benefits by the Department of Work and Pensions (DWP) and paid to the water company. A contribution towards current charges is made, together with some of the debt. The advantage of this method is that the payments are made automatically, helping customers to manage finances and budget effectively.

A Consumer Council for Water consumer survey found that just 12 per cent of customers are aware of WaterSure and, while anyone in debt and on specified benefits can arrange for payments to go directly to their water provider (Water Direct), it is not always taken up.

Dame Yve Buckland, National Chair of the Consumer Council for Water, said: “If customers are worried about paying their water bills they should not hesitate in contacting their local water company as soon as possible.  Consumer Council for Water staff can also take time to explain the options available and point them in the right direction during what can be a stressful time. We’re here to make sure customers get the help they are entitled to, and there is no charge for contacting us.”

For more information, or advice on water and sewerage services, visit the Consumer Council for Water website at www.ccwater.org.uk or phone 0845 039 2873.

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Notes for editors

1.  A list water company trust funds and restart schemes is available.
2.  To be eligible for WaterSure, customers must have a water meter and be receiving income-related benefits. They must also have either three or more children under 19 at home or a medical condition that requires extra water. Customers who meet these criteria can have their water bill capped at the amount of the average household bill for their water company.
3.  To be eligible for Water Direct customers must be in arrears with their water services charges and receive income support, income based job seekers allowance or Pension Credit.

The Consumer Council for Water

1. The Consumer Council for Water represents consumers in England and Wales.
2. The Consumer Council for Water is the statutory water consumer body, and operates as a non-departmental public body reporting to the Department of Environment, Food and Rural Affairs and the Welsh Assembly Government. It has a committee for Wales, and at local level it is supported by four regional committees in England.
3. Our national website is www.ccwater.org.uk.

Public enquiries to the Consumer Council for Water’s national number, 0845 039 2837, or email enquiries@ccwater.org.uk.