Help paying your bill

If you’re struggling to pay your bill or just want to look at options available to help you save money there are lots of ways we're able to help you.

This section explains the options to reduce your bill from switching to a meter, ordering water-saving freebies and money off your bills if you are in a low income household or have a medical reason or large family needing extra water.

Let us know - we can help you

It’s important to talk to us early if your bills are overdue or you’re not sure what help best suits your circumstances.

Please call us on 0800 980 8800 and one of our team will be here to help.

Our lines are open from 8am to 8pm Monday to Friday, 8am to 6pm Saturday and closed on Sunday and bank holidays

If you are calling from outside the UK, please call +44 1793 486 555

Download our leaflet which explains the different ways we can help:

Saving water can reduce your bills and help the environment

Could you save money by having a water meter?

More about water meters

Save water, energy and money by ordering our free water-saving devices.

Order your freebies

Apply for financial help from our support schemes

WaterSure Plus

If your household is on a low income (currently below £16,105 or £19,201 for London residents) you may qualify for a discount on your bills by applying for our social tariff, WaterSure Plus.

More about WaterSure Plus


This scheme caps the bills for those on a water meter who are using larger amounts of water because of having a larger family or a water dependent medical condition.

More about WaterSure

Customer Assistance Fund

If you owe money on your water bill and your current financial position means you are struggling to pay this, you can apply for a grant to help.

More about Customer Assistant Fund

Thames Water Trust Fund

Our shareholders contribute to a fund which makes grants to low income customers in emergency need – for example for a cooker or washing machine. It also makes grants to debt advice agencies. More details can be found here

Manage your payments

We know many people like to spread the costs of their water bills so have a number of ways to help you pay.

You can choose from Direct Debit, Payment / Paypoint Card or paying direct from your benefits, amongst others.

Pay by regular amounts direct from your bank

Set up a Direct Debit

Spread the cost of your bill by paying in instalments using a payment card

Set up a Payment Plan / request a card

Pay your bill and debt in small amounts directly from your benefits

More about Water Direct

You can also find details of other options such as paying by post, at a bank or Post Office or by online banking here:

Other ways to pay

Getting independent help and advice

If you need help with your finances and making the most of limited income there are organisations that can help you make a plan and identify the help available in addition to that Thames Water provide.

Here are some of the options where you can get free and confidential help:

Citizens Advice



Christians Against Poverty

Money Advice Service

Priority services

If you have medical or mobility challenges, need information from us in a different format or language, or want to set up a doorstep password, you can find out more here:

Find out more

In this section

WaterSure Plus scheme WaterSure scheme Customer Assistance Fund Water Direct scheme