COVID-19 (Coronavirus) – A Message to Our Customers

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Updated: 18:00 23 October 2020

With Wales now in a firebreak lockdown (23 October – 9th November), we know that this is a difficult and challenging time for customers. We also know that the water and wastewater services we provide play a key role in protecting public health and safeguarding the communities we serve.

As we have done throughout the pandemic, we are doing all we can to protect our colleagues while also maintaining our services to customers. You will continue to see us working in streets and communities during this time but we are only doing essential work that will help protect public health by maintaining our key water and wastewater services to customers.  We will not be doing any work which would require us to enter properties unless it is an emergency.

Our Billing Call Centre remains open from 8am - 6pm (Monday to Friday) and is available to support our most vulnerable customers who have been impacted by the coronavirus.

If you’re impacted by the coronavirus and concerned about your water bill, please click here for more information.

Remember, you can update your account, tell us you are moving and set up a direct debit by visiting our online services.

We will keep you informed of any other changes through updates on this site and via our social media channels - Facebook & Twitter.

We will to do everything we can to continue providing our essential services and we thank you for your support.

HelpU tariff


The HelpU tariff helps low income households by putting a cap on the amount you have to pay for your water.

How does it work?

The HelpU tariff helps the lowest income households in our region. If you qualify, we will cap your water bill so you won’t pay over a certain amount for the year.

If you have a water meter, you will never pay more than the amount you have used. If your consumption is less than the HelpU cap amount, you will only be billed for the amount of water you have used.

The annual HelpU charge is £250.00 (£108 for water, £142 for sewerage). The tariff is open from 1st August 2020.

Are you eligible?

To qualify for the tariff:

  • the water supply to the household must be for domestic use only
  • someone in the household must receive at least one means-tested benefit
  • the combined annual household income must be on or under the threshold for the household size as shown in the table below.

 

Household Size Income Threshold
1 £9,200
2 £13,900
3+ £15,500

It’s important to let us know the total number of occupants (including children) in your household and to include all the income your household receives from occupiers who live at your property who are aged 16 years and over.

Here’s a list of types of the means-tested benefits which someone in the household must be receiving at least one of:

  • Pensions Credit
  • Income-based Jobseeker's Allowance
  • Income Support
  • Income-related Employment & Support Allowance
  • Child Tax Credit
  • Working Tax Credit
  • Universal Credit
  • Housing Credit
  • Housing Benefit
  • Council Tax Reduction / Support

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

You would also need to reapply for the tariff at the end of every 12 month period.

For more information please refer to our Terms and Conditions.

How do I apply?

You can apply online with our HelpU application form.