Our debt collection process


We begin legal proceedings as an absolute last resort. It’s much better if you agree to repay the debt voluntarily, as set out in our letters to you. We may accept instalment offers after careful consideration of several key factors.

This page explains to you what happens if you receive a letter of claim.

We understand that getting this letter may be worrying and that you may have a number of questions so we’ve done our best to try and answer them for you on this page.

Before contacting us, we recommend that you read all of the information in the 'Letter of Claim' and this website, as it may help answer some of your questions.

We only take legal action as a last resort, but you must act quickly now if you want to avoid this happening. You must repay the debt owed, either in one payment or by an instalment plan which is fair and reasonable.

And remember, the best way to avoid the hassle and expense of legal action is to contact us to talk about your repayment – the sooner, the better. It’s never too late to talk to us but if you don’t contact us by the date specified in your 'Letter of Claim' you could receive a Court claim.

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Code of practice for Unpaid Charges from Household Customers 2020-2021

PDF, 336.3kB

Contact our help team

Speak to an advisor

If you have any queries or concerns on paying your water bill, please speak to our friendly advisors.

0303 313 0022

8am to 6pm Monday to Friday and 8:30am to 1:30pm on Saturday