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

information icon

Updated: 09:00 04 January 2021

We know that this continues to be 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.

Water Direct scheme


If you're in financial hardship and you're in debt with us, Water Direct may help by paying your water charges and debt through your benefits. This means your arrears will slowly reduce, helping you gain control over your finances.

How does it work?

We're working with the Department for Work and Pensions (DWP) to offer you the option to pay your water charges through your benefits.

This means:

  • No missed payments.
  • No recovery action.
  • It's convenient as the payment is taken automatically from your benefit.

We'll also give you a £25 discount off your current year's charges.

Example of instalments

This is for illustrative purposes only and customers may have different instalments to the below.

Charge Type Amount
Current year's charges £300
Discount -£25
Arrears £250
Total amount to pay £525

We'd spread the total amount over 52 weeks, so including the discount you would be £8.99 per week and be debt free at the end of the scheme.

Are you eligible?

You may be eligible if:

  1. Your water account is for a domestic property where you currently live.
  2. Your arrears are more than £75.
  3. You're in receipt of one of the following benefits:
    • Income Support.
    • Income based Job Seekers Allowance.
    • Pension Credit.
    • Employment and Support Allowance (income based).
    • Universal Credit.

How do I apply?

You can apply online with our Water Direct application form.

By filling in this form, you agree to us submitting an application to the Department for Work and Pensions on your behalf.

You will be notified within 6 to 8 weeks of submitting your application to confirm if you have been successful. Your instalments will be confirmed if you're successful.

If you need to contact the Department for Work and Pensions directly, take a look at the ways to contact the Department for Work and Pensions.