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 £374 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 £198 for your water and £176 for your wastewater services.

If your water use during the year does not go above £374 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 4 or question 5.

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. If you have a garden, do you use only a hand-held appliance to water it? Yes
3. Are any of the following benefits / tax credits paid to you or someone else in your household as at 1 April 2015?
  • 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
4. Is the person who receives benefits / tax credits responsible for three or more children under 19
  • who usually live in your household, and
  • for whom Child Benefit is also paid?


Now answer either Q4 or Q5

5. Does the person who receives benefits/tax credits (or any other 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

Contact us

  • Email: ecs@thameswater.co.uk
  • Phone: 0800 009 3652 (Our lines are open from 9am to 5pm, Monday to Friday and are closed on weekends and Bank Holidays)
  • Textphone: 0800 316 9898

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