Every water company’s hardship scheme – and how to get help with your bill

Water bills increased by an average of £123 a year on 1 April and experts warn they’ll keep rising by as much as 36% over the next five years.

Water companies say prices need to go up so that they can plough £104bn into improving the current infrastructure, which is old and struggling to cope. They claim this investment will help tackle major issues like sewage pollution and bring the system up to standard. According to the water regulator, Ofwat, these upgrades are essential for ensuring long-term system efficiency.

For millions of households, increasing water costs on top of other bill rises could push budgets to breaking point.

But there is help out there.

All water companies offer hardship schemes or social tariffs for struggling customers.

These can reduce your bill, help you pay off arrears that have built up and even pause payments temporarily if you're in crisis.

We’ve pulled together a list of what each company offers and who qualifies, so you know exactly what help is available and how to get it.

Affinity Water – Low-Income Fixed Tariff (LIFT)

• What it is: A fixed charge of £143.80 per year known as LIFT Standard. If you’re eligible for LIFT Standard and get council tax reduction or support, you might be eligible to have your bills capped at £95.80 a year. This is called LIFT Enhanced.
• Who can apply: Customers on low incomes (below £19,995 per year) or those receiving benefits like universal credit, pension credit or jobseeker’s allowance.
• How to apply: Fill in the online form on the Affinity Water website or call their customer support team on 0345 357 2407.

Anglian Water – LITE and Extra LITE

• What it is: The LITE tariff could cut your bill by 25% and the Extra LITE by half.  

• Who can apply: Eligibility is based on how much of your household’s take-home income (after housing costs) goes toward your water bill, along with how many people live in your home.
• How to apply: Apply on the Anglian Water website or by speaking to their Extra Care team on 0800 169 3630.

Bournemouth Water – WaterCare

• What it is: WaterCare is a social tariff offering reduced charges of between 15-85% based on your income and financial situation.
• Who can apply: You can apply if you’re experiencing water poverty. Water poverty commonly refers to households spending more than 5% of their disposable income on their bill.
• How to apply: Apply on the Bournemouth Water website or by calling their customer service team on 01202 590059.
• Other support: The Assist tariff offers a reduction to unmetered customers in water poverty, who can’t have a meter fitted due to circumstances beyond their control.

Bristol Water – Assist and WaterCare

• What it is: You can get up to 88% off your bill if you’re struggling to pay with the Assist scheme. While the WaterCare tariff provides reductions of between 15% and 85% for those spending 5% or more of their income (after housing costs) on their water bill.
• Who can apply: You can apply if you’re on means-tested benefits or your income falls below a set threshold.
• How to apply: Apply online via the Bristol Water website or call 0345 702 3797 to request a form.

Dŵr Cymru Welsh Water – HelpU tariff

• What it is: The HelpU tariff reduces bills for low-income households.
• Who can apply: Customers can apply if they have an annual household income of under £12,000 for one occupant, £18,100 for two and £19,100 for three or more, and are claiming at least one means-tested benefit. You need to reapply for the tariff every 12 months.
• How to apply: Fill out an application form online or contact their customer support team on 0800 052 0130.

Cambridge Water – Assure Safer tariff

• What it is: Assure Safer is a three-year reduced tariff for eligible customers, offering a 60% discount on essential water usage (bathing, cooking, drinking and washing) in the first year. Followed by a 40% discount in the second year and a 20% discount in the third year.
• Who can apply: Available to households with a water meter and a yearly household income of less than £22,011. If you have dependent children living at home, an additional £1,500 per child will be applied to the household income threshold.
• How to apply: Fill in the online application form or call 01223 706050.
• Other support: Payment breaks may be offered to those facing temporary money issues.

Essex & Suffolk Water – low-income discount

• What it is: This company offers water bill reductions of up to 40%, as well as WaterSure for customers with higher water usage due to medical reasons or large families.
• Who can apply: Customers on an annual income below £26,000 who spend more than 3% of their income (after housing) on water bills, or those who receive pension credit, can apply. When you apply, they’ll also complete a benefit assessment to make sure you’re getting all the financial support you’re entitled to – not just help with water bills.
• How to apply: Apply through the Essex & Suffolk Water website or email [email protected].

Hafren Dyfrdwy – Here2Help

• What it is: Here2Help is a social tariff offering a saving of between 30% and 70% for eligible customers struggling financially. The scheme runs for 12 months, so you’ll have to reapply after a year.
• Who can apply: Households with an annual income of less than £23,492 can apply. This increases to £25,490 for households with one or two dependent children and £27,492 for those with three or more. You don’t need to be behind on bills or on benefits to apply.
• How to apply: Use the online application form or call 0800 085 3053 to speak to customer service.

Hartlepool Water – LITE and Extra LITE tariffs

• What it is: Owned by Anglian Water, Hartlepool Water also offers LITE and Extra LITE, with discounts of up to 50%.
• Who can apply: Households with a water meter on low incomes or experiencing financial hardship can apply.
• How to apply: Apply online or get in touch with Hartlepool Water's customer service on 0800 169 3630.

Northumbrian Water – SupportPLUS

• What it is: SupportPLUS gives discounts of up to 50%.
• Who can apply: Customers on low incomes, benefits, or with health needs can apply.
• How to apply: Apply by logging into your online account in the bills and payments section or by requesting a paper form.

Portsmouth Water – Helping Hand

• What it is: Helping Hand is a new support tariff that caps your bill at the company’s minimum charge for the year.
• Who can apply: Households whose total annual income is below £21,000 are eligible.
• How to apply: Download the form here to apply or contact customer service on 023 92 499888.

Severn Trent – Big Difference Scheme

• What it is: The Big Difference Scheme offers up to a 70% reduction on your bill depending on your circumstances.
• Who can apply: Anyone with an annual household income under £23,492 can apply. Households with children might be eligible for an additional income allowance.
• How to apply: Apply directly through Severn Trent’s Big Difference Scheme page.

South East Water – Helping Hand Scheme

• What it is: You can get 70% off your bill if your annual income is below £17,000. And 30% off if it falls between £17,000 and £21,000.
• Who can apply: Customers on a low income or in receipt of qualifying benefits can apply.
• How to apply: Speak to a member of the customer care team on 0800 952 4000 or send a private message on Facebook. Customers currently receiving a discount under South East’s social tariff will have their accounts re-evaluated within the next six months. You will automatically switch over if your water bill is lower under the Helping Hand Scheme. Payments will be backdated to 1 April 2025, and any additional discount will be credited to your account. If your water bill is not lower with Helping Hands, your discount won’t change.

Southern Water – Essentials tariff

• What it is: The Essentials tariff offers a discount of up to 45% for eligible low-income customers and a low-income pensioner discount.
• Who can apply: Those earning less than £22,020 a year (excluding certain benefits) and with savings under £16,000 or receiving means-tested benefits like pension credit can apply.
• How to apply: Apply online or by calling their support line on 0800 027 0363.

South West Water – WaterCare tariff

• What it is: Eligible customers can save a significant amount on their water bills, potentially reducing them by up to 85%, depending on their household income and circumstances.
• Who can apply: Low-income households spending 5% or more of their income (after housing costs) on their water bill. You must also have a water meter.
• How to apply: The application form is available on the South West Water website.

South Staffs Water – Assure tariff

• What it is: The Assure tariff provides a 60% discount in the first year, followed by 40% in the second and 20% in the third.
• Who can apply: Households with an annual income of less than £22,0111 will qualify for help.
• How to apply: Apply online through the South Staffs Water website or call 0800 093 0570.

SES Water – Water Support

• What it is: Water Support is a 50% discount on bills for low-income households funded by adding £11.75 to other customers’ annual bills.
• Who can apply: Low-income households outside London with an annual income of less than £19,995 (before deductions) are eligible. Customers living in London earning less than £25,207 a year will also qualify.
• How to apply: Application forms are available through the SES Water website, or call 01737 772000.

Thames Water – WaterHelp

• What it is: From 1 April 2025, eligible customers can receive up to a 50% discount on their water bill.
• Who can apply: Households with annual bills exceeding 5% of their income will be eligible for WaterHelp. This tariff is available for both metered and non-metered customers.
• How to apply: Apply online or request support over the phone by calling 0800 980 8800.

United Utilities – Back on Track

• What it is: Back on Track is a means-tested tariff, with eligible customers being placed in one of six charging bands depending on their circumstances. Customers using the scheme save at least £150 a year.
• Who can apply: Households receiving means-tested benefits or with an annual income below the £21,500 threshold can apply.
• How to apply: Apply online or call their support team on 0800 072 6765.
• Other support: You can also get help to write off debt through the United Utilities Trust Fund, and customers receiving pension credit can apply to have their bills capped through Help to Pay.

Wessex Water – Assist

• What it is: The Assist scheme can save households up to 90% on their average annual water bill based on their ability to pay.
• Who can apply: Any customers struggling to pay who need a large discount on their bill can apply. You don’t need to be receiving benefits to be eligible.
• How to apply: Fill in a short form on their site or call customer service on 0345 600 3600.

Yorkshire Water – WaterSupport

• What it is: WaterSupport is a bill-cap scheme for low-income households, reducing annual bills by as much as £270.
• Who can apply: Those on incomes below £20,000, or £26,000 if you have dependants, can apply. Households with more than one child could be eligible for an additional income allowance.
• How to apply: Apply through their website or by phone.

Support schemes every water company offers

WaterSure

• What is it: WaterSure is a scheme that helps eligible households with water meters by capping their water bill at the average metered bill for their area, ensuring they don’t pay more than that amount, even if they use more water than average.
• Who can apply: Those with three or more children under 19, or with medical conditions that need them to use a lot of water qualify for WaterSure. Households must have a water meter and be on certain benefits like universal credit, pension credit, housing benefit or income-based jobseeker’s allowance.
• How to apply: You can usually find application forms and information on your water company’s website or by contacting them directly.

Water Direct

• What is it: A programme offered by some water companies that allowed eligible households to pay their water bills directly from their benefits, making it easier to budget and pay.
• Who can apply: Customers of companies offering Water Direct can apply if someone in the household receives certain benefits such as universal credit, pension credit or jobseeker’s allowance, and they’re more than £50 behind with their water bill payments.
• How to apply: Apply online through your water company’s website, or give them a call.

Extra financial support

• What is it: Companies offer a range of support - everything from payment plans to paused payments, water saving tips and free debt advice. What support you’ll get will depend on your provider.
• Who can apply: Customers struggling to keep on top of payments or in arrears should speak to their water company to find out how they can help.
• How to apply: Speak to your provider as soon as you begin to struggle.

Don’t wait

These schemes can make a huge difference, but some take time to process. Check if you qualify today and start the application process to lower your bills, ease stress and take back control of your finances.