Water companies ‘must let struggling households know about bill support’

The government has urged water companies to make sure struggling households know what support is available.

Households in England and Wales will see water bills go up by £123 on average - or £10 a month - from 1 April.

Labour minister Baroness Hayman stated that all water companies have measures in place for people who are struggling with their bills, including:

• WaterSure
• social tariffs
• payment breaks and holidays
• debt management support

However, she said water companies must “make sure households are aware of the measures available to them” and “do everything they can” to support vulnerable people.

“We understand the financial pressures hardworking families are currently facing,” Baroness Hayman said.

“The government is committed to taking action to address water poverty and ensure support is available for vulnerable customers who are struggling to pay their bills.”

Improved protections for households

Baroness Hayman went on to stress that the government is improving protections for customers.

For example, she said water companies will soon have to may much more in compensation to customers hit by issues such as supply outages, sewer flooding or low water pressure.

A household affected by internal flooding from sewers could get at least £2,000 in compensation, compared to £1,000 under the current system.

Meanwhile, compensation for low water pressure will go up from £25 to up to £250.

What can you do if you can’t pay your water bill?

If you’re struggling with water bills and worried about them going up in April, then speak with your water supplier straight away.

They’ll let you know what financial support is available and may let you spread your payments over a longer period.

We can also help you:

• find out what benefits you’re entitled to
• work out a household budget
• find the right debt solutions