Water UK says that water companies are significantly increasing their help for customers in response to the cost-of-living crisis, with hundreds of thousands more people set to receive help paying their water bills.

The announcement coincides with the launch of a new campaign ‘Support on Tap’ from Water UK and CCW which aims to make as many people as possible aware of the help available from water companies.

The water companies are increasing their support for low-income households by over £200 million. Some of the expanded support is available right now, while other schemes will come online over coming weeks and months. This builds on the 1.1 million customers that already receive reduced bills – itself the biggest level of support ever offered by the industry – as well as the unprecedented help given to customers during the Covid-19 pandemic, when more than 100,000 payment breaks were approved.

Targeted support is also available for low-income customers who use a lot of water for essential family or health reasons through the WaterSure scheme. More broadly, a wide range of assistance (not just financial) is available through the Priority Services Register for a wide range of people, from those with sight, hearing, or mobility difficulties, to parents with babies under 12 months old.

Examples of increased support include:

• Affinity Water have increased the number of customers on discounted tariffs (discounted for low-income households) by over 55% since March 2020 and are making one-off affordability payments of £50 for up to 30,000 of the company’s most financially vulnerable customers
• Anglian Water have announced a £135 million package of customer support helping 330,000 customers over the next year – the company’s largest ever support package and builds on a £65 million package announced for 2022.
• Severn Trent will help 100,000 additional households with social tariffs as part of an additional £30 million package of support. More than 215,000 households are already being supported. In addition, the company is helping up to 100,000 people find employment and fulfil their potential as part of their Societal Strategy
• South West Water has made nearly £70 million of support available to customers since 2020, of which over £39.2 million has been given back to customers through reduced bills as part of the company’s unique WaterShare+ scheme and the industry-first Stop The Drop customer initiative.
• Southern Water is providing a £98 million package of support for customers with the number of households receiving help rising by 21,000.
• Thames Water will provide support to an additional 53,000 households in the billing year 23/24, taking the total helped to 384,000. The total value of this support is forecast to be over £110 million in 23/24 and combined with 24/25 will exceed £240 million
• United Utilities are providing a total of £280 million support help the most vulnerable up to 2025, through discounted tariffs and grants to individuals and families, with more than 200,000 customers set to be supported this year

Stuart Colville, Water UK Director of Policy, said:

“Water companies work at the heart of their communities so see the acute pressure that many customers are feeling at the moment. That’s why they are taking decisive action to ensure those in need get the right help.

“I would urge anyone who is worried about paying their bill to get in touch with their water company today. There is a range of help available, and companies are increasingly working with other organisations to ensure everyone is aware of the help available.”

Unlike other utilities, household water customers will never be disconnected for non-payment of bills.