Social Schemes | Working in Partnership | Business | Dwr Cymru Welsh Water
Dwr Cymru Welsh Water

Social Schemes

Dŵr Cymru Welsh Water have a range of Social Schemes that could save our customers up to £250 off their water & sewerage bill, and if customers have arrears we also have options to help reduce their debt. We can also offer practical advice and support where required.

Water Meter Tariff

What is a Water Meter?

A water meter is a device that records the amount of water being used in the home for billing purposes. A water meter tariff allows the charges to be based on the amount of water used. We will read the meter every six months in order to calculate how much to charge for that period.

Who is eligible?

  • Properties on a rateable value. This is generally where the fixed annual charge is high or is a single occupier living on their own.

What are the benefits of a Water Meter?

  • Installation is free
  • Could create disposable income where charges are less than the fixed annual charge
  • Environmental friendly/ water efficient
  • Pay for what you use
  • Option to switch back to fixed annual charge at any time up to 2 years from the date the meter was installed

HelpU Tariff

What is HelpU?

HelpU is a tariff that caps the annual water and sewerage charge for low income households in receipt of means-tested benefits.

Who is eligible?

  • Domestic households in receipt of means-tested benefits(1) with a combined annual household income(2) which is on or under the threshold for the household size (including children) shown in the table below:
  Household Size   Income Threshold
bullet  1 bullet  £8,900
bullet  2 bullet  £13,400
bullet  3+ bullet  £15,300

(1) Means-tested benefits are Pension Credit, Income-based Jobseeker’s Allowance, Income Support, Income-related Employment & Support Allowance, Child Tax Credit, Working Tax Credit, Universal Credit, Housing Benefit and Council Tax Reduction/Support
(2) This includes all the income your household receives from occupiers who live at the property who are aged 16 years and over.

What are the household income streams to be included?

  • Income from means-tested benefits(3)
  • Income from other benefits(3)
  • Take home pay from employment or self-employment
  • Pensions (Pension credit, state pension, private/occupational pensions)
  • Child maintenance/support payments
  • Interest from savings and investments
  • Student loans (not grants)

(3) We exclude some types of income from the combined annual household income calculation (such as Housing Benefit, Council Tax Reduction and disability/carer benefits & premiums).

What are the benefits of HelpU?

  • Affordable tariff
  • Reduced bill
  • Could create disposable income
  • Can work in conjunction with any debt scheme

Watersure Wales Tariff

What is WaterSure Wales?

WaterSure Wales (WSW) is a metered tariff that caps the annual water and sewerage charge.

Who is eligible?

  • Metered domestic households on a qualifying benefit/tax credit where a member of the household has a medical condition that requires them to use a significant amount of water
  • or

  • Metered domestic households on a qualifying benefit/tax credit who have a large family where they receive Child Benefit for 3 or more children..

What are the qualifying benefits/tax credits?

  • Universal Credit
  • Housing Benefit
  • Income Support
  • Income-Related Employment and Support Allowance
  • Income-Related Jobseeker’s Allowance
  • Working Tax Credit
  • Child Tax Credit (except family element only)
  • Pension Credit
  • Disability Living Allowance
  • Personal Independence Payment
  • Attendance Allowance

What are the benefits of WaterSure Wales?

  • Affordable tariff
  • Reduced bill
  • Could create disposable income
  • Meter can be revoked up to two years from the date the customer no longer qualifies for WSW
  • Can work in conjunction with any debt scheme

Water Direct

What is Water Direct?

Water Direct is a payment plan for customers in arrears where the charges are paid out of the claimants benefit; an alternative to direct debit/payment card etc. Customers who pay via Water Direct will receive £25 discount from their bill each year that they remain paying via this method.

Who is eligible?

  • Metered domestic customers who have a minimum of £75 of water and sewerage arrears or, unmeasured domestic customers who have at least 3 months of arrears
  • and

  • Receive one of the qualifying benefits/tax credits.

What are the qualifying benefits/tax credits?

  • Universal Credit
  • Income Support
  • Income-Related Employment and Support Allowance
  • Income-Related Jobseeker’s Allowance
  • Pension Credit

What are the benefits of Water Direct?

  • £25 discount
  • Opportunity to clear arrears
  • Automatic payments taken from qualifying benefit/tax credit
  • No maximum arrears required
  • Can work in conjunction with any tariff

Customer Assistance Fund

What is Customer Assistance Fund?

The Customer Assistance Fund is designed to help customers in severe financial hardship. The customer will pay their ongoing charges for 12 months to have a full write off of their arrears.

Who is eligible?

  • Domestic customers with minimum arrears of £150 and who have demonstrated hardship through an income and expenditure exercise or through a credit check.

What are the benefits of Customer Assistance Fund?

  • Opportunity to clear arrears without paying them back
  • No maximum arrears required
  • Fresh start
  • Can work in conjunction with any tariff
  • It is available to all customers in financial hardship (not only those on benefits)

Priority Services Register

What is the Priority Services Register?

We want to make sure that we always give the best service possible to all of our customers, where customers may have particular requirement due to their age, health, medical condition or may require extra communication. We understand that not everyone’s situation or needs are the same and our Priority Services may help our customers.

What are the benefits of Priority Services?

We can help customers with their water bill or water meter, offer free practical help if they are visually impaired, speech impaired, hard of hearing, elderly or have physical or learning disabilities. The customer can register with us so that we can help adapt our services to their needs.

Practical help:

  • Delivery of water because of a medical condition/ physical disability where water supply is interrupted
  • For blind or visually impaired
  • For deaf or hard of hearing or have a speech impairment
  • Nominate a relative, friend or carer to be first point of contact
  • For customers with dyslexia
  • To use our website
  • Password scheme to stop bogus callers

Water Efficiency

Being Water Efficient and who can help us achieve this?

The summer is a time when we all tend to use more water around the home and in the garden. While Welsh Water always plan for dry periods, we all need to play a part in making sure that we don’t waste water.

Who is eligible?

All customers are eligible regardless of whether the property is metered or unmetered. We can become water efficient and help conserve our resources.

How to be Water Efficient?

We have some simple tips and advice that we can offer our customers on how to become water efficient in the home and garden, whilst still enjoying using water without wasting it. We also have a range of water saving devices plus customers can learn how they can save water and money.

How can I find more information?

  • Through a ‘Trusted Partner’
  • Online here
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