WaterSure scheme

We understand that paying bills can be a worry, particularly if you are struggling with money.

WaterSure is just one of the ways we can help make things easier, by capping qualifying customers’ bills.

It is available for all our household customers who have a water meter and meet certain criteria.

If you do qualify, WaterSure will cap your annual bill at £383 (2018 / 2019) so you won’t have to pay more than that, no matter how much water you have to use. This figure is made up of £203 for your water and £180 for your wastewater services.

If your water use during the year does not go above £383 in charges, you will only be charged for the lower amount of what you’ve used.

Do I qualify?

If you can answer yes to the following questions, you could qualify for help with your metered water bills.

To qualify, you should answer either question 3 or question 4.

If the answer to any question is no, you do not qualify for help.

Question Answer
1. Are your water bills based on meter readings? Yes
2. Are any of the following benefits / tax credits paid to you or someone else in your household?
  • Child Tax Credit (you must receive more than the family element)
  • Housing Benefit
  • Income-based Jobseeker's Allowance
  • Income Support
  • Pension Credit
  • Working Tax Credit
  • Universal Credit
Now answer either Q3 or Q4
3. Is there someone living within the household responsible for 3 or more children under 19?
  • for whom Child Benefit is also paid
4. Do you or any permanent resident suffer from and receive treatment for one of the following medical conditions?
  • Abdominal stoma
  • Crohn's disease
  • Desquamation (flaky skin disease)
  • Eczema, psoriasis or varicose ulceration (weeping skin disease)
  • Incontinence
  • Ulcerative colitis
  • Renal failure requiring home dialysis (except where NHS makes a contribution toward water costs)
  • Any other medical condition requiring the use of extra water

Think you qualify?

Please download and complete the application form and it return to:

WaterSure Team
Thames Water
PO Box 508
SN38 9TU

You can also call our dedicated helpline on 0800 009 3652.

Our lines are open from 9am to 5pm on Monday to Friday and closed weekends and Bank Holidays.

      This service is available for customers who are deaf or hard of hearing. Please note, voice calls or mobile numbers aren’t accepted via this number: 0800 316 6899.
      Available 8am to 8pm, Monday to Friday, from 8am to 6pm on Saturday and closed on Sunday and bank holidays.

If you don’t qualify

If you don’t qualify for WaterSure there are lots of other ways we can help you:

Apply for our WaterSure Plus scheme

Find out more about getting help to pay your bill


Also in this section

Water Direct scheme Customer Assistance Fund WaterSure Plus scheme