We have been taking part in Debt Awareness Week (24-31 March), an annual campaign run by debt charity StepChange to highlight the cause of financial difficulties and the support available.
In 2024/25, we helped 73,873 customers with support tailored to their needs, which can vary from short-term payment plans to significant discounts for customers on low incomes who are struggling long term.
Here’s a reminder of the support we offer:
- Assist – reduced bills for those struggling to pay.
- Flexible payment plan – allows customers to pay less towards their water bill for an agreed period of time and catch up later.
- Bill cap – places a cap on customers’ water bills if they are metered and use a lot of water for reasons beyond their control.
- Payment breaks – for customers who need a little more time to pay.
- Debt support – for customers with significant water debt who cannot afford ongoing bills.
- Discounts for low-income pensioners and care leavers.
Social Policy Manager Jack Sanders said “Supporting people to help pay their bills is a top priority for us, and we hope to help eradicate water poverty by 2030. We’ve worked hard to develop one of the most extensive support programmes in the water industry so that we can help our customers when they need it most.”
We have been letting customers know about the support available to them on our social media channels and highlighting the amazing work of our colleagues over at our billing teams at Pelican, along with our customer-facing teams who are often the first port of call for those who need help with their bills. Take a look at Wessex Water’s social media channels to see more.
We would also like to take this opportunity to thank all our partners who refer, advise and support customers in applying for our help schemes. To find out more on how partners can help support our customers in applying for help please visit: Apply for support.
It's crucial that we encourage customers affected by recent bill increases, including those of working age, to seek support. Customers can learn more about assistance options for paying their bills on our website: Help to pay your bill | Wessex Water.
