Water Bill Debt: Help and Your Rights

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Key takeaways

Household customers in England cannot have their water cut off for unpaid bills.
The company can still take court action or take money from your benefits.
Help includes social tariffs, WaterSure and a single occupier tariff.
A meter can save money but not always, so compare before you choose.
Contact the company early and ask for a payment plan you can keep.
The Consumer Council for Water gives free, independent advice.

Water companies in England cannot cut off your water for unpaid household bills, but arrears are still a debt and can end in court action or deductions from your benefits. Water firms also offer more help than most people expect, including social tariffs, bill caps and single occupier discounts. Contact your supplier early, and use this guide to see what you might qualify for before the debt escalates.

What can a water company do about unpaid bills?

According to Citizens Advice, the water company can't cut off your water if you are a household customer. But if you don't pay or agree a repayment plan, they can take you to court or take money from your benefits. A county court judgment can then lead to the enforcement routes in our guides, such as bailiffs and charging orders. This guide covers England, and Wales and Scotland have their own arrangements.

Help you can ask for

Check eligibility on the Consumer Council for Water website, or call your supplier. Companies publish their schemes, and rules differ between them.

Types of help with water bills (England)
Help	Who it suits	Key points
Social tariff	People on low incomes	Each company sets its own rules, often linked to benefits. Only the main account holder can apply
WaterSure	Metered households on certain benefits	Caps what you pay each year. You need either 3 or more children under 19 at home or a medical condition that increases water use
Single occupier tariff	People living alone without a meter	A fixed tariff you can ask for. If a meter cannot be installed, the company must offer it
Disability support	People on disability benefits such as PIP	May qualify for a social tariff or bill limit, and priority services
State Pension age discount	Pension Credit or State Pension only	Ask the company what discount applies

Should you have a water meter?

A meter can save money, but not always, for example in large households. The Consumer Council for Water has a calculator. If a meter cannot be installed, the company must offer an assessed charge and should show what you would pay so you can compare. Ask for the figures in writing.

What to do if you are behind

Contact your water company early and say you are struggling
Ask for a payment plan you can keep, based on a budget
Ask which schemes you may qualify for, in writing
Check the bill for errors, such as an estimated reading or the wrong number of occupants
Keep records of all calls and letters
Get free advice if you have other debts

Check the bill is right

Is the reading actual or estimated? Ask for an actual reading if it is estimated
Are the number of occupants and the property details correct?
Could there be a leak? Ask whether your company offers any leak allowance
Are you paying for a property you have left? Check the dates of your tenancy or moving out
Is a meter recommended for you, or are you on an assessed charge?

Errors are a common reason bills are higher than expected. Putting a query in writing and asking the company to hold collection while it checks can stop fees building.

What to have ready before you call

Have your account number, a recent bill, your last meter reading and a short budget showing income and essential costs. If you receive benefits, have the details to hand, because they decide which schemes you qualify for. Write down who you speak to and what is agreed, and ask for the outcome to be confirmed in writing.

If you rent

Check your tenancy to see who is responsible for water. If your landlord is, ask them for evidence of the bill. If you are responsible, set up the account in your own name so that you are entitled to the schemes above. If you move out, make sure your final reading is recorded and the account closed, so you do not receive bills for the next tenant.

If the company passes your debt on

Water firms sometimes pass unpaid accounts to debt collectors. A collector's letter is not a court order. Check who the debt is owed to and the amount, ask for a breakdown, and follow our guide to a final demand letter if you get one. If the water company or collector threatens court action, look at our guide to a letter before action.

Complaints

The Consumer Council for Water gives free, independent advice on problems with your water supplier, and your bill lists your company's contact details. Complain to the company first and keep copies. If you are not satisfied, the CCW can advise on next steps.

Take it one bill at a time

Getting a water plan in place can make the rest of your budget easier to manage. Once the plan is agreed, set up payments for just after you are paid, check each bill for errors and revisit the arrangement if your income changes. Companies are generally more flexible when you contact them before the arrears grow.

Other household bills

If water is one of several household bills you are behind on, see our guide to energy debt help for gas and electricity, and how to cut household bills for savings. Working out a full budget helps you see how much is left for debts. Our debt budget guide shows how.

Free debt advice

A free adviser can contact your water company for you and look at all your debts together. Citizens Advice, MoneyHelper, StepChange and National Debtline do not charge. If you are in Wales, see debt advice in Wales.

Frequently asked questions

Can my water be cut off if I do not pay?

Not for household customers in England, according to Citizens Advice. But you can still be taken to court or have money taken from your benefits.

What is WaterSure?

A scheme that limits what you pay each year. You need a meter and certain benefits, and either three or more children under 19 at home or a medical condition that raises water use.

What is a social tariff?

A reduced bill for people on low incomes. Each company sets its own rules, and only the main account holder on the contract can apply.

Should I get a water meter?

A meter can reduce your bill, but not always, such as in a large household. Use the Consumer Council for Water calculator, and ask for an assessed charge comparison if a meter cannot be fitted.

Who do I complain to about my water company?

Complain to the company first. The Consumer Council for Water gives free, independent advice if you are not happy.

Can a water company take me to court?

Yes, if you do not pay or agree a repayment plan. A judgment could lead to enforcement. Contact the company early and ask for help.

Sources and further reading

Check if you can pay less on your water bills — Citizens Advice
Consumer Council for Water — Consumer Council for Water
MoneyHelper: free debt advice — MoneyHelper
Debt and money help — Citizens Advice

This page provides general information only. It is not personalised financial, legal or tax advice, and rules and figures can change. Your situation is unique — please check official sources such as GOV.UK and MoneyHelper, and speak to a qualified, FCA-authorised adviser before making important decisions about your money.

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MoneyBrink Editorial Team — Editorial team

The MoneyBrink Editorial Team researches, writes and reviews every guide on this site. We work from official UK sources such as GOV.UK, the Financial Conduct Authority, MoneyHelper and the Money and Pensions Service, explain things in plain English, and update articles when the rules change. We do not sell financial products and we do not give personal advice.

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