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Tamara’s income has remained the same the last couple of years and she’s starting to feel the impact of the rising cost of living.

Tamara uses her credit card to pay for essential items and is worried about long she can do that for. She pays for her water bill whenever she can, but her payments are becoming irregular.

How we helped

Tamara was anxious about contacting us because she didn’t know if we could help. We reassured Tamara that she had done the right thing in contacting us and we gave her some options.


  • Took time to understand Tamara’s situation and to talk through the different ways we could help
  • Tamara’s income meant discounted tariffs were not available but we suggested she could pay her water bill over 12 months to help her budget
  • We offered Tamara a payment break whilst she got independent debt advice from charities like National Debtline or other organisations
  • We recommended a free Water Home visit so Tamara could take advantage of free water saving devices which could help her to save water and energy.
  • We suggested Tamara contact her energy supplier to let them know her situation


If you can relate to Tamara’s story, please get in touch

We know it's not easy making that first contact. Our customer affordability team are understanding and will not judge. Tell us about your circumstances and we'll be in touch with how we can help.

If you prefer to speak to us call 0345 357 2412

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