My Account Help Paying My Bill


If you're having problems paying your bill, please let us know as soon as possible, we'll try and find a way to help.

Your Benefits are Changing - Click here for more information on housing benefit changes.

Want more information about Credit Reference Agencies and Data Sharing? Click here

Want to spread your bill over instalments? Set up a payment plan by:


Already pay by instalments but you're struggling?

Please don't ignore any problems paying your instalments. Let us know straight away. We may be able to offer an alternative payment plan which is more affordable, making things easier for you.

Or if you have a particular problem in getting the money to us because of illness or disability, you can pay us in a different way which may be more convenient.


We offer a number of schemes to make bills more affordable:

  • Pay your water charges automatically through your benefits with our Water Direct scheme and we'll reduce your bill by £25!
  • Our HelpU tariff is available to customers with a total combined household income of less than £15,000 per year.
  • Our WaterSure Wales scheme caps your bill at a maximum of £399 which may reduce your bill.
  • The Customer Assistance Fund gives you affordable instalments and helps you clear what you owe.

Are you eligible for any of the above schemes?

To see if you're eligible, answer the following questions:

Question Yes No
Q1. Is your total household income less than £15,000 (Excluding income from the following sources) Apply online via our HelpU Application Go to Q2

  • Personal Independence Payment (PIP)
  • Disability Living Allowance (DLA)
  • Student Grant
  • Council Tax Benefit
  • Attendance Allowance
  • Housing Benefit

 

Question Yes No
Q2. Does anyone in your household receive any of the following benefits/tax credits? Go to Q3 You're not eligible for Water Direct or WaterSure Wales schemes but you may be eligible for our Customer Assistance Fund

  • Income Support
  • Income-based Jobseeker's Allowance
  • Council Tax Benefit (not sole occupancy or disabled relief)
  • Pension Credit
  • Income related Employment and Support Allowance
  • Housing Benefit
  • Child Tax Credit (other than family element)
  • Working Tax Credit

AND


Question Yes No
Q3. Does anyone in your household have any of the following medical conditions which causes you to use more water? You may be eligible for WaterSure Wales,
view and print our
application form
Go to Q4

  • Incontinence
  • Ulcerative colitis
  • Desquamation (flaky skin disease)
  • Renal failure - requiring home dialysis (except where the health authority contributes to cost of the dialysis)
  • Abdominal stoma
  • Crohn's disease
  • Weeping skin disease (eczema, psoriasis, varicose ulceration)
  • Any other condition which requires significant water use

OR


Question Yes No
Q4. Does the person who claims the benefit/tax credit in Q2, also receive child benefit for 3 or more children under the age of 19 living in your household? You may be eligible for WaterSure Wales,
view and print our
application form
You're not eligible for WaterSure Wales but you may be eligible for our Water Direct scheme

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