Accessing a social tariff such as HelpU could save customers up to £200 off their water and sewerage bill.
Accessing one of our debt support schemes such as Customer Assistance Debt Support Fund could remove the worry of water arrears.
Some customers also need to access safeguarding services such as alternative communication channels or delivery of bottled water when water supply is interrupted. By joining our Priority Services Register, customers can access a range of additional services for FREE.
To proceed with your application, you will first require a ‘Proof Of Evidence’ form, this will be given to you once you have completed our training. Please click here to book your training session now.
If you already have this form, please proceed with your application by clicking on the relevant link (s) below. We kindly ask that this form isn’t circulated to colleagues who haven’t received our training.
By completing an application for one of the below support services, you confirm that you have received permission to complete this on behalf of the customer.
Financial Support and Safeguarding Services
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Water Meters
Metered water and sewerage tariff for customers on a high fix annual charge, or for low users of water or for those who live on their own, could help reduce on going charges.
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Water saving tips for households
On this page, you will also find some simple tips on ways you can enjoy using water without wasting it.
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Cartref
Fixing leaks free of charge in your home.
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HelpU Tariff
Water and sewerage tariff for low income households on means-tested benefits to reduce future charges.
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Bill Cap - WaterSure Wales Tariff
Metered water and sewerage tariff for low income families in receipt of a qualifying benefit; who use more water due to a higher household size or having a medical condition that requires use of extra water.
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Cymuned
Cymuned is a financial support offering from Welsh Water which aims to help working households who are struggling to afford the essentials, like their water bill.
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Water Direct Scheme
Signing up to a Water Direct payment plan allows customers to clear arrears and on-going charges directly from their benefits at an affordable rate.
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Customer Assistance Fund
The Customer Assistance Fund is designed to help those in severe financial hardship to clear debt and get on top of their payments.
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Priority Services Register
Get extra help by providing water, managing your bills and account, and keeping you safe in your home.
Other Services available
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Dealing with water leaks
All the information you need for finding and managing a leak.
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Surface water rebate
Find out if you qualify for a surface water rebate and how you can apply to receive one.
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In your area
We can keep you informed about any new map items in your area when provided with your postcode.
Case Studies
Reducing debts and
getting back in control
Jo had water debts of around £2,000 when she reached out to us for help. Her monthly payments were around £166 to cover her ongoing water charges and the cost of clearing her debt.
With support from us, Jo joined our Customer Assistance Fund to help pay off her arrears in manageable instalments and our HelpU tariff to make sure her ongoing charges were affordable; this brought her payments down to just over £24 a month. After following her payment plan for six months, we were able to write off half of Jo’s total arrears, meaning she is on track to clear her debt.
Peace of mind with
free priority services
Adi has severe mental health and struggles with his financial capability. He is supported by a Social Worker who acts as a registered nominee on Adi’s account.
With help from his Social Worker, Adi applied for our free Priority Services Register and switched from using a payment card to setting up a direct debit arrangement for his water bills. This way Adi has been able to keep on top of his payments without having to remember to make payments at his local shop.
Saving money by switching
to a water meter
Eileen is a pensioner who lives alone and is supported by a local charity for her living costs. Eileen was paying £45 each month for her water and sewerage bill before speaking to us about switching to a water meter.
As Eileen lives alone and doesn’t use much water, it was very likely that she would save money by switching to a water meter. We installed a water meter for free and Eileen’s monthly bills have since reduced to just £25, saving her around £240 a year.
Capping metered
water charges
Riz lives with a disability and claims benefits as she is unable to work. She had a water meter in her rented home, and her bills were over £600 each year.
We worked with Riz and her landlord to help her access our WaterSure Wales tariff, capping her metered water charges and paying her bills directly through her benefits. As a result, Riz’s payments have reduced from £50 to £34 per month. She also joined our free Priority Services Register and is safeguarded against any interruption to her water supply.