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Low Income Water Discount Terms and Conditions

Eligibility criteria

The low-income water-discount scheme provides a fixed yearly discount off your water bill if you are on a low income and meet the conditions shown below.

This is a yearly discount of £50, which we will automatically credit to your account if you qualify. You will see the discount on your first bill due on or after 1 April each year that you qualify. We will assess whether you are still eligible on a ‘qualifying date’ each year.

Eligibility

If all the following apply on the qualifying date of the 1 December 2025, and you meet the conditions below, you will qualify for the discount:

  • You are the account holder named on the water bill which covers the qualifying date (or you pay your water services charges to a registered social housing landlord or local authority who has a legal agreement with us to collect water services charges from their tenants on our behalf).

  • You do not already receive financial support through any of our other schemes (WaterSure, WaterSure plus, Back on track or Help to Pay).

  • You must receive means-tested financial support towards your housing costs through Housing Benefit or the housing-costs element of Universal Credit.

  • You receive your water supply and bills from us (or you pay your water services charges to a registered social housing landlord or a local authority who has a legal agreement with us to collect water services charges from their tenants on our behalf).

  • Your yearly water bill on the qualifying date is more than £400 (or is expected to be more than this, in the case of measured charges), based on either:
    • the full charging year’s unmeasured charges for the year the qualifying date is in; or

    • measured charges assessed for the full year based on the amount of water you have used up to the qualifying date.

If your circumstances change after the qualifying date, or we accept you onto one of our other support schemes during the charging year, we will not award or claim back any discount as your eligibility was assessed on the qualifying date. We will consider any changes to your circumstances on the next qualifying date.

Some groups of customers will not be eligible to receive the discount this year. This may apply to you if, for example, you are on a supply where there is a shared water meter or you pay your water services charges to a third party.

Important Notice

Heavy rainfall and sewer flooding

Heavy rainfall across the North West may be causing flooding in some parts of the region. Our teams are out working hard across the region helping our customers who have experienced sewer flooding in their homes.

If you’re experiencing flooding from a road or footpath and there is no evidence of sewage (toilet paper etc.) please report this to your local council, who are responsible for highways drainage flooding.

Please be aware that our phone lines are much busier than normal, take a look at our flooding page for further advice on what to do if you’re affected by flooding.

Heavy rainfall across the North West may be causing flooding in some parts of the region. Our teams are out working hard across the region helping our customers who have experienced sewer flooding in their homes.

Flooding advice

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