My bills and payments

Assure tariff

What is the Assure tariff? The Assure tariff can help customers on a low income or who are struggling to pay their water charges; it aims to reduce water poverty and make our bills more affordable. Customers with a household income of less than £16,105 (excluding income from Disability Living Allowance, Personal Independence Payment and Attendance Allowance), may qualify for a discount of up to 60% on their water charge.

How can I apply?Application forms can be downloaded here.

If it helps, we can go through your application with you over the phone, or if it’s easier, we’ll come to your home and help you fill in the form.

If you’re 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 they’ve given you a reference number please have it handy.  It’ll help us quickly find your details if you need to get in touch with us to discuss your application.

What you need to do? You must complete the application form in full, providing details of all income and expenditure requested on the form. In addition can you please provide proof of your payslips (3 most recent months) or your most recent benefits awards notice. The more information you can provide us with the more certain we can be the advice and assistance we give you is right for you.

Why do you need to see proof of income?We use the income your household receives to assess whether you qualify for a discount so we need to see proof of this. You don't have to send original documents, we're happy to accept photocopies.

Do I have to have a water meter?
No. You can apply for the Assure tariff as long as you meet the qualifying criteria.

If you are billed on rateable value we may determine you would save money by having a meter installed.

Where it is practical to do so, we will encourage you to have a meter to help you make a long term saving. However, you will have two years to exercise the right to revert back to rateable value, if you find the metered charges are higher than you were paying on rateable value.

If it is not practical to have a water meter fitted you may still qualify for a discount of up to 60%, and this will be based on an average water bill.

What happens next? Once we have received your application we'll 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.

We aim to let you know whether your application has been successful in writing within 10 working days.

If we're unable to apply a discount we'll provide you with other information to help you manage your account. This also includes information of other organisations that may be able to help you.

What about the sewerage charges? Upon acceptance to the Assure tariff you will automatically qualify for the sewerage provider’s equivalent tariff. You do not need to do anything; we will notify your sewerage provider on your behalf. 

How long will I receive the Assure tariff for?The discount will be applied for 12 months from the date we received your application. We'll write to you 30 days before the anniversary date to let you know your discount is due to expire.

We will send you a renewal form before the tariff expires to ask if you want to re-apply. If your circumstances haven't changed you may be eligible for the discount again. If they have changed, we'll review the changes and let you know whether you still qualify.

How do I pay? We offer a range of flexible payment methods and frequencies, and as part of the application process this will be agreed with you. For further information on options available please click here

What happens if I cannot keep up the payments? If you're struggling to pay your water bill please contact us and we'll do everything we can to help support you. If you don't make regular payments you may no longer qualify for a discount.