If you are having difficulties paying your bill, please contact us immediately to see what we can do to help you. The sooner we know, the sooner we can discuss your situation and agree a suitable payment plan. You can download a leaflet, ′Managing Debt′ below, which explains how we can help you if you are having problems paying your bill. It outlines a range of payment options and what will happen if you are unable to pay.
Contact StepChange Debt Charity
If you are having difficulty paying your water bill contact StepChange Debt Charity. They are the UK’s largest debt help organisation and offer free, impartial debt advice and solutions.
What to expect
One of their expert advisors will look at your whole situation as water arrears may be a sign of a wider problem. They’ll give you tailored budgeting advice to clear your arrears, manage your regular payments and then clear any other debt with solutions like a free debt management plan.
We’ll give you time
Contact them for help and they’ll give you a reference number. Give it to us and we’ll give you the time you need to deal with your water arrears. Visit the StepChange Debt Charity site for help with water arrears now.
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 £7.00 may be applied to your bill (that’s £3.50 for water and £3.50 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.
If you are behind with your payments your account may have been passed to Alexander James. The Alexander James team collect water service arrears for Northumbrian Water. If you have been contacted by Alexander James we would encourage you to contact them on 0845 604 4223 to come to a payment agreement. For more information on Alexander James visit their website by clicking on the link.
The following organisations will give you free and confidential advice - ′Community Legal Advice′ and ′Citizens Advice′ - click on the links on the right for further information on each organisation.
Are you paying more than you should?
Our code of practice: the collection of debt for domestic customers.