Behind on your water bill? How to get help with water arrears

Written by Al Baker | Founder & Editor, The Penny Pincher - Last updated: the 2nd of November 2026

If a missed water payment has pushed up next month’s instalment, it’s worth asking your supplier to look at two figures. One is what you’re being charged for water and sewerage now. The other is the amount you’re paying towards the bill you fell behind on. In England and Wales, a cheaper tariff can help with the first, while some water companies will also put money towards the second.

Ofwat’s customer service and support report for 2025/26, published on 29th October 2026, puts the scale of water bill arrears at £2.28 billion across about 2.7 million active household accounts in England and Wales. Around 207,000 fewer active accounts were behind than the year before, yet the average overdue balance rose from £734 to £845. So fewer accounts were in arrears, but the average amount owed had gone up by £111.

This guide gives general information about household water bills in England and Wales. If several bills are overdue, a free debt adviser can help you work out what you can afford after essential costs.

What should you ask your water company for if you’re behind?

Start with the company named on your bill and tell them if the next payment would leave you short for food, rent or another essential. Ask for the team that deals with payment difficulties, and have your account number, latest bill and a rough idea of your monthly income and spending to hand. If a different company bills you separately for sewerage, the Consumer Council for Water (CCW) advises contacting that company too.

One way to start the conversation is to say, “My bill includes an overdue balance. Could you tell me how much I owe for this year and how much is older debt? I can afford £___ a month in total. Can you check whether I qualify for a cheaper tariff or help clearing the balance?” Asking for the two figures gives you a way to judge whether the amount they suggest will fit your budget.

Could a social tariff bring down your next bill?

Every household water company in England and Wales has a social tariff for customers on low incomes. CCW’s supplier-by-supplier list sets out the rules, the help on offer and how to apply.

Some suppliers look at household income, so having a job doesn’t automatically rule you out. My guide to water bill discounts goes into more detail if you’re unsure whether your household could qualify.

In 2025/26, 7.7% of household customers received social-tariff support, up from 5.8% the previous year. The £354 you may have seen in the headlines was the average discount among customers receiving that support. When you speak to your supplier, ask what your own annual charge would be and when the reduction would start. That tells you what to put in your budget and whether any earlier bill will change.

There’s also a different kind of help for households that need to use a lot of water. If you’re on a meter and someone in your household receives qualifying benefits, a large family or a medical need for extra water could mean you qualify for a capped bill. CCW explains how WaterSure works in England and how to ask about equivalent support in Wales.

Can your water company help pay off an old balance?

With a standard repayment plan, you agree how to spread what you owe. With United Utilities’ payment matching scheme, eligible customers pay their ongoing charges and an affordable amount towards arrears from previous years, and the company contributes too. For example, if £10 of your agreed payment goes towards the old debt, United Utilities initially adds £10, taking £20 off that balance. After 12 months on the scheme, its contribution rises to £2 for each £1 you pay towards arrears.

Dŵr Cymru Welsh Water’s Customer Assistance Fund works differently. If you’re struggling with more than £150 of arrears that are at least six months overdue, you can apply. If accepted, keep up the agreed payments for six months, and Welsh Water clears half the old arrears. Keep paying for another six months, and it clears the rest. The distinction is worth asking about, because taking out an ordinary instalment plan doesn’t automatically enrol you in a debt-support scheme.

What if the payment they suggest is still too high?

Tell the company how much money is left after essentials and ask it to review the instalment. If you’re offered a short payment break, find out when payments restart and how the missed amount will be spread afterwards. Before agreeing, ask for the current charges, the debt repayment and any contribution from the company in writing, so you can see what the next payment will actually be.

For a domestic bill in England or Wales, your supplier can’t cut off your household water supply because you owe money. It can still take action to recover the balance, including going to court. If you’ve received a court letter or you’re also behind on rent, council tax or energy, StepChange offers free help with water debt.

My guide to getting help when several bills are overdue also explains where to start if what you can afford won’t stretch to all of them.

Frequently asked questions

Do I need to miss a payment before asking for help?

If your next water bill looks unaffordable, contact your supplier now. You can ask about a social tariff or different instalments before you fall behind. Debt-matching schemes have separate rules and usually require an existing balance in arrears.

Is there a £354 water bill discount I can claim?

£354 was the average discount for social-tariff recipients in England and Wales in 2025/26. Apply to your own water company for its scheme. The amount depends on its rules and your circumstances.

Can my household water supply be cut off if I fall behind?

In England and Wales, your water company can’t disconnect your household supply for unpaid domestic bills. It can still pursue the debt, including through the courts, so contact the company and get free debt advice if you receive court papers.