Household bills and accounts

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Monday to Friday, 8am to 6pm (for non-household billing enquiries, please contact your retailer).
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Water supply and sewerage

0345 600 4 600

Monday to Friday, 8am to 6pm (emergencies only at other times)
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  • Affordability

    Our bills represents only 1.5% of average household expenditure which is affordable for the great majority of our customers.

    For those on low incomes, our tailored assistance programme (tap) is able to offer support to meet their own financial circumstances.

    Working closely with debt advisers, we're now helping more than 21,000 customers to pay ongoing charges and repay debt while offering practical help to reduce water and energy bills.

    Around 10,000 customers are in receipt of our main social tariff Assist which offers discounts of up to 90% off water charges for those in the greatest financial hardship.

    This year, under the guidance of our expert affordability advisory group, we've introduced a discount of around 20% for pensioners on the lowest incomes.

    Our affordability action plan has been in place since autumn 2013 and we continue to see an increase in the take-up of our schemes and low rate tariffs - the numbers have increased by 19% over this year.

    Ongoing initiatives include:

    • liaising with a growing number of community-based organisations outside the debt advice arena to help us engage customers who are traditionally much harder to reach and likely to be some of the most vulnerable
    • using geographical mapping of deprivation levels and social tariff penetration we've been able to better target our promotional work on areas of most need
    • launching two new projects, one with the Department for Work and Pensions and the other with Wiltshire Council. In both cases, the organisations will be contacting customers on means tested benefits on our behalf to promote our tap programme.

    Money Matters

    Our Money Matters scheme makes awards to organisations running community-based projects to improve financial knowledge and money management involving schoolchildren and vulnerable customers.

    If you represent a debt advice agency, school or community organisation or have a financial capability or money management project in need of funding, you could apply for a grant of up to £10,000.

    Through our Money Matters awards scheme - part of our tap assistance programme - we want to help people to understand financial matters and take effective decisions regarding money

    In 2015-16 we funded a further four projects; these involved offenders due to leave prison, the over 60s, secondary school children and under 30s, including young families and those with mental health issues.

    Applications are considered by a panel of experts and grants are awarded in January and July. For more information and to apply, download our leaflet (see related downloads)

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