Customer Assistance Fund Debt Support scheme

How does it work?

If you're successful in your application, we'll set up a monthly, fortnightly or weekly payment plan which would be based on an affordable amount, which will be at least your current ongoing charges. The team will contact you to consult with you and set up a payment plan based on your individual circumstances.

Once you have made these payments for 6 months, we will pay off 50% of your previous arrears.

If you continue to make these agreed payments for a further 6 months, we will then pay off the rest of your previous arrears.

This is a one-off opportunity. If you fall into arrears again, the Customer Assistance Fund Debt Support scheme could not be offered.

Example of instalments

This is just an example - customers may have different instalments to the below.

Based on £550 of debt, and a £400 bill for the current year:

• Your weekly instalments would be £7.69 (£400 bill ÷ 52 weeks)
• We pay the first 50% (£275) of your debt after 26 weeks.
• We pay the second 50% (£275) of your debt after 52 weeks.

If you keep up with payments, over the year you would have paid your bill and we would have cleared your debt.

This is a one-off opportunity. If you fall into arrears again, the Customer Assistance Fund Debt Support scheme would not be offered.

Are you eligible?

You may be eligible if:

• Your water account is for a domestic property where you currently live.
• Your arears are more than £150 and at least 6 months overdue.

Please note: this is a discretionary fund and your eligibility will be assessed based on your application and status of your account.

Our team will contact you by phone to discuss and provide an outcome, set up a plan within 10 working days, however, we must speak to you in order to be accepted.

We also require a Direct Debit to be set up, unless there are specific circumstances that prevent this.