Help paying your bill

We’re here to support everyone affected by coronavirus.

We know these are difficult and uncertain times, and many people are worrying about their finances right now. If you think you’ll have difficulty paying, we have lots of help and support available.

We understand that bills aren’t always the first thing on your mind. You may be recovering from an illness or going through other life changes that affect your finances and we want you to feel like you can talk to us about it. We’re here to help, and we can help you explore lots of different options to make your life easier.


If you’re worried about your water bill, please call our specially trained team on 0800 169 3630 who’ll find you the help you need. We call this Extra Care Support which is part of our WaterCare service.


We’ve temporarily changed our call centre hours


We’re all doing our bit to minimise the spread of coronavirus, and to protect our staff, we’ve changed the opening hours of our contact centres. Find out when they are open here.


We’re doing our best to make sure everyone who needs to speak to us can get through – particularly those who need a little extra support. But waiting times may be a little longer than we’d like, and we’d like to thank you for your understanding.

Other ways to pay


We realise that paying at Barclays, or at your local Paypoint or Payzone shop might not be very easy right now.


So we’d like to tell you about a couple of ways to make weekly, fortnightly, or monthly payments, all from the comfort of your own home (handy while we’re self-isolating).


Direct Debit

It’s the easiest way to pay. Set up a Direct Debit and we’ll collect your regular payments – you won’t need to do anything else.


Register for MyAccount and you can create or change a Direct Debit without picking up the phone.

Internet banking online or over the phone

If you want to make extra payments, you can transfer the money from your telephone or online banking using the following details:


  •   Our bank account number 90011916
  •   Our sort code 20-43-71
  •   Use your nine-digit account number as the payment reference. (You’ll find this on the front of your bill).

What is Extra Care?


Our Extra Care support is the best way to find out how we can help. It’s part of our WaterCare service. If you can share a few details with us, we can help you decide which of our payment options might be right for you. Get started by completing our Extra Care form.


By taking our Extra Care Assessment we can help you understand if you might be able to claim benefits. And if it’s right for you, we can also put your account on hold while you get advice.


Below, we’ve listed some of the ways we can help. Get in touch and we’ll work out a way forward, made just for you.


How can Extra Care Support help you?


Extra Care Assessments

During this assessment, we’ll work with you to create a package of support, built with you and your situation in mind. We’ll see if we can offer you:



  • One of our discounted tariffs
  • a short payment break if you need to find support elsewhere
  • an affordable payment plan
  • and other help.
About our discounted tariffs

We have a range of discounted tariffs for customers who have water meters and pay measured charges.


These include our LITE tariff, for certain customers with lower household incomes, as well as our WaterSure and AquaCare Plus tariffs.

Affordable payment plans

We understand that sometimes, people need a little extra time to pay their bills. And they might want to pay monthly, fortnightly or weekly.


We’ll work with you to create a payment plan that suits you. Certain people can also have their payments taken directly from their benefits.


This is part of our Water Direct initiative – call 0800 169 3630 to find out more.

Independent advice?

If you're having difficulties, we want you to find a way forward that works for you. We'd like you to talk to us first, as we'll always try to find a way to help.


But you might prefer to get independent advice. There are plenty of services offering this for free, and the organisations involved wont share details about your case with anyone else.



Independent organisations

These are just some of the ways we can help. Get in touch and we will assess your circumstances and create a personalised plan for you.


Frequently asked questions