My bills and payments
The Assure tariff can help customers who are on a low income or struggling to pay their water charges; it aims to reduce water poverty and make our bills more affordable.
Assure COVID-19 tariff
We have introduced this new tariff for anyone whose household income has temporarily become less than £16,380 per year (plus £1,500 for each dependent child) as a result of COVID-19. The Assure COVID-19 tariff is for a three-month period. You will need to provide additional proof of how COVID-19 has affected your income (ie SSP isolation note , HMRC letter etc), in addition to the proof listed below. It is important that you only send copies, as documents are confidentially destroyed once your application has been processed. You will need to apply, by using the Assure application form, before 30 September 2020.
Who is eligible?
Low household income
If your household income is less than £16,380* per year, you may qualify for a discount on your water charge. If you are eligible and your application is successful, your charges will be discounted for two years, in the first year by 60% and the second year by 40%.
If you have a dependent child living at your address, an additional allowance of £1,500 per child may be added to the household income threshold amount of £16,380* per year.
*We do not take into consideration income received from the following benefits:
- Attendance Allowance
- Personal Independence Payment
- Carer's Allowance
- The disabled child or severely disabled child element of Child Tax Credit
- Disability Living Allowance
- Housing Benefit or Housing Element of Universal Credit
- Council Tax Benefit
If you are in receipt of Pension Credit (guarantee element), you may also qualify for a discount on your water charges. Your charges will be discounted for two years, in the first year by 60% and the second year by 40%.
How can I apply?
- Application form: Complete the application form in full.
- Income and expenditure: Provide details of all income and expenditure as requested on the form and return it to us.
- Payslips or benefits: Provide proof of your three most recent payslips or your most recent benefits awards notice.
Important: Please send only copies of your proof of income (payslips and benefits), as we do not return the documents to you. 'Proof of' documents are destroyed confidentially, once we have processed your application. If you send original documents to us, these will not be returned.
It is important that the information you provide to us is accurate, so that we can ensure that the advice and assistance we give is right for you.
If you need help with your application, please get in touch. We can go through the form with you over the phone, or if it’s easier, we can come to your home and help you fill it in.
If you are already discussing your financial circumstances with a third party such as CAB, StepChange or National Debtline, they can apply to us on your behalf. If you have been given a reference number, please quote this in any correspondence to us. It will help us to quickly find your details and enable us to discuss your application.
Assure tariff application form
Download and fill in the Assure application form.
What happens next?
Once we have received your application, we will complete an assessment by reviewing your financial situation. This is in line with government guidelines and helps us to decide how much discount we should apply to your bill.
We aim to let you know in writing, within ten working days, whether your application has been successful.
If we are unable to apply a discount, we will provide you with other information to help you manage your account. This may include information from other organisations.
Frequently asked questions