My bills and payments

Assure tariff

What is the Assure tariff? The Assure tariff can help customers who are on a low income or struggling to pay their water charges; it aims to reduce water poverty and make our bills more affordable.

Customers with a household income of less than £16,105* per year, may qualify for a discount on their water charge. If you are eligible and your application is successful, your charges will be discounted for two years, in the first year by 60% and the second year by 40%.

If you have a dependent child living at your address, an additional allowance of £1,500 per child may be added to the household income threshold amount of £16,105* per year.

*We do not take into consideration income received from the following benefits:
  • Attendance Allowance
  • Personal Independence Payment
  • Carer's Allowance
  • The disabled child or severely disabled child element of Child Tax Credit
  • Disability Living Allowance
  • Housing Benefit or Housing Element of Universal Credit
  • Council Tax Benefit
How can I apply?You will need to complete an application form in full, providing details of all income and expenditure as requested on the form and return it to us. You will also need to provide proof of your three most recent payslips or your most recent benefits awards notice. It is important that the information you provide to us is accurate, so that we can ensure that the advice and assistance we give is right for you.

If you need help with your application, please get in touch. We can go through the form with you over the phone, or if it’s easier, we can come to your home and help you fill it in.

If you are already discussing your financial circumstances with a third party such as CAB, StepChange or National Debtline, they can apply to us on your behalf.  If you have been given a reference number, please quote this in any correspondence to us.  It will help us to quickly find your details and enable us to discuss your application.

What happens next?Once we have received your application, we will complete an assessment by reviewing your financial situation. This is in line with government guidelines and helps us to decide how much discount we should apply to your bill.

We aim to let you know in writing, within 10 working days, whether your application has been successful.

If we are unable to apply a discount, we will provide you with other information to help you manage your account. This may include information from other organisations.

Frequently asked questions
Why do you need to see proof of income?
We use the income your household receives to assess whether you qualify for a discount, so we need to see proof of this. You do not have to send original documents, we are happy to accept photocopies.

Do I have to have a water meter?
No. You can apply for the Assure tariff as long as you meet the qualifying criteria.

If you are billed on rateable value, we may determine that you would save money by having a meter installed.

Where it is practical to do so, we will encourage you to have a meter installed to help you make a long-term saving. However, if you find the metered charges are higher than you were paying on rateable value, you will have two years to switch back. 

If it is not practical to have a water meter fitted, you may still qualify for a discount, which will be based on an average water bill.

What about the sewerage charges? Upon acceptance to the Assure tariff, you will automatically qualify for the sewerage provider’s equivalent tariff. You do not need to do anything; we will notify your sewerage provider on your behalf. 

How long will I receive the Assure tariff for?If you are eligible, the discount will be applied to your bill for two years (in the first year a 60% discount will be applied, with a 40% discount applied in the second year). We will write to you 30 days before the end date to let you know your discount is due to expire.

We will send you a renewal form before the tariff expires, to ask if you wish to re-apply. If your circumstances have not changed, you may be eligible for the discount again. If they have changed, we will review the changes and let you know whether you still qualify.

How do I pay? We offer a range of flexible payment methods and frequencies; these will be agreed with you as part of the application process.

What happens if I cannot keep up the payments? If you are struggling to pay your water bill, please contact us and we will do everything we can to help support you. If you do not make regular payments, you may no longer qualify for a discount.