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You are here : At Home > Need help with your bill? > Debt contact

How can we help?

We know it's not easy making that first contact.

Our customer affordability team are understanding and will not judge, there are plenty of ways in which we can help you.

Payment Plan

You may prefer to pay your bill in regular instalments. You can do this by setting up monthly payments with a Direct Debit or by using a PayPoint card to make weekly or monthly instalments at a PayPoint outlet. You can request a Pay Point card below.  

Pay by Direct Debit

If you wish to spread your payments by Direct Debit then please sign in to My Account.  You will need your customer number which can be found at the top of your bill.

Pay with a Pay Point card

To pay by instalments please complete the form below, in the payment method dropdown select PayPoint payment card. Then we will set up the arrangement on your account and send you a card.

Find your local PayPoint store

If you need additional help with your payments

Fill in the form below and we'll take a look at your enquiry.

Fields marked with * are mandatory.

Your name *
Customer number (if known) *
Address *
Postcode *
Email
Contact number
How can we help? *
 
   

Frequently asked questions

 

Here are some of our commonly asked questions

How do I find out about paperless billing?

Can you help people with disabilities?

How can I check the hardness of my water?

How do you calculate my bill?

Can I add or remove someone from my account?

I am moving house, what do I need to do?

Do you offer a discount?

How can I amend or cancel my Direct Debit?

I want to know about leaks

My water tastes different after plumbing work.

Do I need to tell you about any plumbing work?

What fittings are approved to use on the UK Water Supply System?

Should I do anything for my meter installation?

What if I already have a water meter?

Do you need a permission to fit a meter inside a property boundary?

Can I water my garden if I have a meter?

What is the Water Metering Programme?

Will I save on a meter?

I don't want to be billed on my meter, can I choose?

Do I need to do anything before my meter is installed?

How do I switch to a metered bill after a compulsory meter is installed?

Do you need access to my property to fit a meter?

Can I change back to an non metered bill?

What happens if a meter cannot be fitted?

What will my first metered bill look like?

When I switch when will I receive my first metered bill?

Where will you be installing meters and when?

Who is paying for metering customer properties?

Why are you introducing compulsory meters?

Why aren't all customers on meters?

Why is it some properties can not be metered?

Will all homes be metered?

Will fitting meters cause any disruption?

Will you adhere to all Coronavirus precautions?

Will you fit meters to all properties in a road on the same day?

Do I need to do anything after my meter has been installed?

Do I have to have a meter?

Where is my meter?

I need a plumber

Can I work on water pipes?

Do I get a reduction if I have a soakaway?

Do I have to pay a bill for a empty home?

I need to find my external stoptap

What is Rateable Value?

Letting us know if something goes wrong

How can I find out who is my water company?

I need to talk to someone about my drains, waste water or sewerage

Can I have a meter?

I would like to find out more about lead. Can you help?

How do I apply for a meter?

How often am I billed?

I need help paying my bill

I want to replace my mains water pipe

Who is responsible for the pipes in my home?

Can I have a meter if I live in a flat?

I can't have a meter, what happens now?

Can I have my meter moved to a different place?

Can you tell me about oestrogen in water?

My meter has been fitted, what happens next?

Can I get a copy of my bill?

Can I have a summary of charges?

My water is due to go off, but I can't manage without water.

How do I deal with frozen pipes?

How can I change my details?

Can I take my own meter readings?

The account holder has passed away

I have applied for a meter, what happens next?

My meter is fogged.

What are Assessed Charges?

I have a meter, how often will I be billed?

Where can I find my customer number?

Are you charging me for sewerage?

More about rateable value

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