We understand that sometimes life’s ups and downs mean that some customers may find themselves in a difficult financial situation.
So we can ensure we are giving you the best possible support for your individual circumstances, please contact us on 0345 733 5566 or online at Contact us we are here to help.
Flexible payment plans and a dedicated help line
We have a wide range of ways to pay including monthly instalments and budget plans to help you spread the cost of your water services bill. We have also set up a free dedicated help line 0800 1214608. Where our experienced advisors would be able to talk through your payment options with you. This could be a short term payment plan solution for you or even a payment holiday if you have a break in income.
We also work closely with StepChange Debt Charity who offer free independent budgeting advice. They can provide you with confidential advice on your benefit entitlement and outgoings. You may be eligible for a reduction in your current charges. Contacting StepChange is the first step to see if you qualify.
Please get in touch
We would really like to help you. The earlier you talk to us the more options we have to help you.
These questions and answers explain how we can help you. If you want further information please give us a call.
- Would I save money if I had a water meter?
Switch to a Water Meter
Installing a water meter may reduce your bill, our meters records the amount of water you use and your bill is based on this. These are not the same as a key or pre pay meter so your water supply is always safe.
Having a water meter fitted is free of charge. If you have chosen to have a water meter fitted, you can change your bill back to a yearly charge at any time within the first 2 years of us fitting your meter. To find out more information, and estimate how much your bill would be on a meter please view our Considering a water meter page.
- Can you help me use less water and reduce my bill?
Helping you to save water in your home
If you have a water meter, saving water in your home is a great way to reduce your bill and help the environment. To find out how you can save water please view our Water saving products page.
- Do you have any schemes to help me lower my bill?
Watersure may be able to help you reduce your bill if your water is supplied by a meter, you are in receipt of certain means tested benefits or tax credits and you have to use large amounts of water. Customers on the WaterSure scheme will not be billed more than the average household bill.
For further information on WaterSure and to see if you qualify, please download the PDF leaflet and application form from the ′Downloadable content′ section below.
SupportPLUS Reduced Tariff Scheme
If you are unable to pay your current charges we may be able to reduce the amount you pay every month. The reduction can be up to a maximum of 50% off your annual bill.
In order to qualify you will need a financial assessment from an independent debt advice provider such as StepChange Debt Charity.
Application for a reduction can be made every year and proof of income is required.
You must continue to maintain agreed payments in order to qualify for the reduction.
To find out more please contact us on 0345 733 5566.
- Can I get my water bill paid from my benefits?
If you are in arrears and receive one of the following benefits: Income Support, Income Based Jobseekers Allowance, Income Based Employment & Support Allowance, Pension Credit, we can apply to the Department for Work & Pensions (DWP) to take a regular amount from your benefit and pay it directly to us. The advantages of water direct are:
• current charges are paid along with your arrears
• an annual discount of up to £7.50 may be applied to your bill (that’s £3.75 for water and £3.75 for sewerage)
• recovery action will be held while you are on this scheme
• Northumbrian Water can apply on your behalf
The quickest and easiest way to apply is to complete our new online application form:
Alternatively you can ring our automated application line on 0800 432 0260.
- Can you help me with my water debt?
If you are struggling with water debts, we urge you to contact us, to help us understand your circumstances.
We can then work with you to agree a suitable payment plan, to pay your debt off in manageable payments over a period of time. To discuss your water debt, please contact us on 0345 733 5566.
If you have more than 2 years of arrears, you may eligible for our Support Plus scheme. The scheme runs for 2 years with a proportion of the historic debt written off quarterly if you continue to pay in line with their agreed payment schedule. This is a once only opportunity and we will maintain regular contact with you whilst you are on the scheme so that you can see how your debt is reducing.
This scheme requires an independent debt advice provider, such as Stepchange to undertake an independent financial assessment to determine eligibility. To find out more please contact us on 0345 733 5566.
- I am struggling to make ends meet who can I ask for help?
Independent free debt advice
If you have problem debts and need help with budgeting, we work in partnership with the following free debt advice services.
We’ll give you time - If you are seeking independent debt advice, please let us know. We’ll give you the time you need to deal with your water arrears.
One of their friendly, skilled advisors will look at your whole situation to give you individual budgeting advice. This may help you clear any arrears manage your regular payments and then clear any other debt with solutions like a free debt management plan.
You can reach them on 0800 138 1111 (free including from mobiles) or use their online Debt Remedy tool to tell them about your financial situation, it’s convenient and anonymous.
Worried about your debts?
Try Stepchange’s 60-second debt check - If you′re struggling to keep on top of your money, their simple debt check will give you straightforward advice based on your circumstances.
National Debtline has helped millions of people with their debts. They′ll talk you through options and give clear advice on how to take back control. You can contact them on 0808 808 4000, or find out more information at www.nationaldebtline.org.
Citizens Advice Bureau
Citizens Advice Bureau offer free, confidential, impartial and independent advice from over 3,500 locations. These include high streets, community centres, doctors’ surgeries, courts and prisons. Their advice helps people resolve their problems with debt, benefits, employment, housing, discrimination, and many more issues. It is available to everyone. Advice may be given face-to-face or by phone. You can find more information at www.citizensadvice.org.uk or by contacting their advice line on 03444 111 444.
Money Advice Service
The Money Advice Service, set up by government, offers free and impartial money advice. Further details can be found by visiting www.moneyadviceservice.org.uk
- What happens if I do not pay my bill or pay late?
It’s important you contact us. We share payment information with Credit Reference Agencies and may proceed with legal action, both of which may affect you gaining credit in future.
Need a little extra help paying your bill.
Our code of practice: The collection of debt for domestic customers.
For the period 1 April 2018 to 31 March 2019.