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Water is life’s most necessary commodity. But it’s becoming more expensive and, because of the way the system works, users are unable to shop around for a different supplier. Against a backdrop of rising prices, analytics firm Policy in Practice estimates that 3.8 million households could be missing out on help with paying their water bills.
The organisation behind the Better Off Calculator says that households across England, Scotland, and Wales, are missing out on support worth a mammoth £745 million a year.
Here’s how to find out if you’re eligible for support and the steps you need to follow to make a claim.
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As with other utilities, the cost of filling a bath, or watering the garden, is on the up. A hot summer this year, like the one in 2025, will only add to the expenses of gardeners keen to keep their borders watered and looking pristine.
According to industry body Water UK, the average water bill rose by 5.4% this year, or £33, taking the typical annual payment to £639.
The hike is largely being attributed to investment in water infrastructure. This year, water companies are anticipated to spend £20 billion securing water supplies, reducing sewage, and supporting economic growth.
Although support is available for households that are struggling with the cost of living, lots of people aren’t aware of what’s on offer.
Sarah Pennells, consumer finance specialist at Royal London, says: “Some older people could be missing out on support with water bills. The help that’s available isn’t always visible or easy to navigate and water bills may not be discussed as much as some other costs, such as energy or council tax.”
She adds: “On top of that, some older households may assume they won’t qualify for help, so don’t find out what’s on offer.”
Support typically comes from two sources: social tariffs and the ‘WaterSure’ scheme. But this can vary according to where you live.
In England and Wales, all water companies must offer social tariffs to reduce bills for households on lower incomes.
But confusingly, there’s no national scheme. This means that your eligibility and the support on offer varies according to the company that supplies your water.
Sarah Coles, head of personal finance at AJ Bell, explains: “They may consider the proportion of your income that’s taken up by your water bill, the benefits you receive, the total income of the household, a specific assessment of affordability, or all four. They may also have specific support for low-income pensioners, although how they define that will differ.”
This means that support can, unfortunately, be something of a postcode lottery. According to the Consumer Council for Water, savings on bills can range from £120 to £314 a year.
Royal London’s Pennells says: “For example, if your supplier is Yorkshire Water, you’re eligible for the social tariff, called Water Support, if your household income is below £21,000 a year (or £26,000 if you have dependants).” The tariff offers reductions of up to £295.
Pennells adds: “Thames Water's ‘WaterHelp’ scheme offers a 25%, or greater, discount if your annual water bill exceeds 5% of your net household income after housing and council tax costs. If you qualify, you could get up to 99% off the cost of your water bill. Disability benefits may be excluded from the income calculation, allowing more households to qualify.”
There are no social tariffs in Scotland. Instead, you might be able to access the Water Charges Reduction Scheme. This offers a reduction worth up to 35% of your bill and you’ll get it if you qualify for council tax support (as water and sewage costs are included in Scottish council tax).
In Northern Ireland, households do not pay directly for water.
If you’re on a low income and need to use lots of water due to, say, a health condition, it’s worth finding out if you’re eligible for support from WaterSure. All water companies in England and Wales have to offer access to this arrangement.
David Samson, a benefits expert at charity Turn2Us, says: “This is a scheme to help people who have high essential water usage due to a specified medical condition, or because they have three or more children under 19 in full-time education.”
The scheme caps your bill, which means that you won’t have to pay more than the average metered household in your area. According to Policy in Practice, the average bill saving is £360.
Samson adds: “To qualify for WaterSure you have to be getting a qualifying benefit such as pension credit, housing benefit, or universal credit.” Samson says that you’ll also need to be on a water meter (or be in the process of getting one) to benefit from the scheme.
People with a range of medical conditions can be considered for WaterSure, including Crohn’s disease, ulcerative colitis, abdominal stomas, incontinence, as well as several skin problems.
If you’re on a low income and think you might be eligible for help with your water bills, it’s important to contact your water company and tell them your situation.
Pennells says: “You have to apply to your water company to get a social tariff. In most cases, you’ll be asked to complete a basic income and spending assessment and provide evidence that you’re receiving state benefits, if that’s part of the eligibility criteria. Some water companies may also expect you to engage with budgeting or debt advice as part of the process.”
Your water company will ask you to complete a form to apply for WaterSure and, where relevant, you’ll need to supply evidence of your medical condition from your doctor.
Where you’ve got concerns about your bill, AJ Bell’s Sarah Coles says it’s important to contact your provider. “If you have fallen behind on bills, talk to the water company about the difficulties you’re having. You may be able to come to an agreement on what you can afford to pay them, or in some cases can agree to take a break.
“Some water companies have specific schemes for people who can afford their water bill today but have built up arrears. If you keep up your repayments in a scheme like this, some of the historic debt could be written off.”
Coles says it’s worth knowing that your supplier can’t cut you off. “They can take you to court for money you owe them. And if you claim benefits, they can take money directly from those payments. But they’re not allowed to leave you without water,” she points out.
You’ll normally need to be on pension credit to qualify for help from WaterSure and it’s possible you may also need to receive this benefit to qualify for a social tariff.
Pension credit is another benefit that remains unclaimed by potentially thousands of eligible retirees. Policy in Practice estimates that more than three-quarters of a million people (760,0000) miss out on these benefits worth £1.6 billion.
“Claiming pension credit can be important because it’s often used as a qualifying benefit for water bill support, including some social tariffs,” says Royal London’s Pennells. “It’s also a gateway benefit, which means that you may be entitled to help with housing costs and council tax, which could boost your income beyond just the pension credit amount.”
Depending on your circumstances, Turn2Us’s Samson says you might also be entitled to extra (non-financial) support from your water company.
He explains: “If you have extra communication, access, or safety needs, joining the Priority Services Register of your water supplier will give you access to extra help when you need it, such as priority support in an emergency, account information and bills in large print or braille.
“This is also available with electricity and gas suppliers. Contact your supplier to find out what is available and who qualifies.”
If you don’t qualify for financial support from your water company, there may still be other ways to cut your water bill. For example, by moving to a water meter, if you’ve not done so already. You could also consider taking steps to reduce your water usage.
Sarah Coles says: “In England and Wales, if you don’t have a meter, your bills will be an estimate based on how much people tend to use in a home your size. If you have a meter, you’re charged for what you use. As a result, anyone who has more bedrooms than people in their house, or an equal number, might be better off with a meter.”
The Consumer Council for Water has an online calculator to help you work out whether you’ll save.
Water meters are not so widely used in Scotland. You can request one, but you’ll need to pay for a survey and installation.
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If you’re entitled to pension credit, you can also unlock other cost of living help.
Our money expert Paul Lewis explains that even if you don’t receive pension credit, you may still qualify for other financial help.
Stretch your money further with a quick review of your finances.
