If you owe money on your water bills, you should talk to your water company and come to an arrangement to pay back what you owe.
Your water company can’t disconnect you if you owe them money, but if you don’t pay up, they could take you to court. You may get a county court judgment against you and you’ll have to pay extra court costs. If you don’t pay up after that, bailiffs might come round and take away some of your goods.
Read this page to find out how to come to an arrangement with your water company if you’re in debt.
Speak to your water company as soon as you can
Speak to your water company as soon as you realise you can’t pay your bill. You should find contact details on your bill. Some companies have a special debt line service you can use to discuss payment problems. Look for this number on your bill or on their website.
If the water company has contacted you to say you’re behind with your payments, get back to them straight away. If they have already started court action, ask them not to go ahead with this action. If you tell them you’re willing to pay back what you owe, this might persuade them not to take things further.
Making an offer to pay back what you owe
Each water company should have a code of practice for dealing with customers who owe money - your water company can provide you with a copy. Use this code of practice to come to an arrangement about paying back what you owe.
Phone your water company and offer an amount you can pay based on your current use of water and what you can afford towards the amount you owe. You should follow up your phone call with a letter, confirming what you’ve agreed to pay.
If you show you can pay something towards your current use of water as well as what you owe, it should will help you come to an agreement.
Work out how much you can afford to pay. Write down how much money you have coming in, what you have going out and what other debts you have. The company isn’t forced to take account of your ability to pay, but they should follow industry regulator OFWAT’s guidelines for dealing with customers in debt. These say that water companies should take account of your ability to pay. You could point this out to them if you’re having difficulty in coming to an agreement.
Occasionally, it might be possible to have the debt written off so you don’t need to pay it at all.
If you’re on a water meter
If you have a water meter, your water company is likely to estimate your current use of water based on the previous year. If you think this might have changed, you should explain this to the water company and make sure your payments take this into account. You might think the amount of water you use has changed, for example, if there are now less people in your household than before. Make sure the water company knows about things like this.
For more about how to work out how much you can pay off towards your debts, see How to work out your budget.
What if your water company refuses your offer?
Your water company may refuse your payment offer, if it isn't enough to clear your current water bill and the amount you owe. Even if they refuse your offer of payment, you should still make any payments you can afford and keep your proof of payment. If you’re taken to court, this could help you argue that you have been as reasonable as possible and acted in good faith to clear any debts.
If you’ve been sent a final reminder notice giving you seven days to pay your bill, contact the water company as soon as possible. If you make arrangements to pay within seven days of getting this notice, it may help you avoid going to court – even if you don’t start making payments straight away.
If you're having trouble negotiating, you could ask to speak to someone more senior. You can also get help from a Citizens Advice adviser or the Consumer Council for Water (CCW) who will look into the issue on your behalf.
If you're behind with your water bills and are on certain benefits, you may be able to go on a scheme called Water Direct.
Next steps
Other useful information
Read the guidelines for companies about dealing with household customers on the OFWAT website.
Check which water company supplies your area on the CCW website.
If you need more help with your water bills, contact the CCW on their website.
As an expert in financial management and consumer rights, I can confidently provide insights into the key concepts presented in the article about handling water bill debts. My expertise stems from an in-depth understanding of the regulatory frameworks, industry practices, and negotiation strategies involved in managing financial obligations, particularly in the context of utility bills.
The article emphasizes the importance of proactively addressing water bill debts and highlights the consequences of non-payment. Here's a breakdown of the concepts discussed:
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Communication with the Water Company:
- It is crucial to initiate communication with the water company as soon as financial difficulties arise.
- Contact details for the water company are typically found on the bill, including special debt line services for payment problem discussions.
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Legal Consequences:
- While the water company cannot disconnect services for non-payment, legal action may be taken.
- Failure to pay may result in a county court judgment, leading to additional court costs.
- Bailiffs might be involved if debts remain unpaid, with the possibility of seizing goods.
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Negotiating Payment Arrangements:
- Each water company should have a code of practice for handling customers in debt, providing a framework for negotiations.
- Customers are encouraged to offer a realistic payment amount based on current water use and affordability.
- Following a phone call, a confirming letter is recommended to document the agreed-upon payment plan.
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Financial Assessment:
- Customers are advised to assess their financial situation, considering income, expenses, and other debts.
- While water companies should consider the customer's ability to pay, adherence to industry regulator OFWAT's guidelines is essential.
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Debt Resolution and Write-Off:
- In some cases, debt write-off may be possible, relieving customers of the obligation.
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Water Meter Considerations:
- Customers with water meters should communicate any changes in water usage to ensure accurate billing.
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Refusal of Payment Offer:
- If a payment offer is refused, customers are urged to make affordable payments and retain proof of payment for potential legal proceedings.
- Contacting the water company promptly after receiving a final reminder notice may help avoid court action.
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Seeking Assistance:
- Customers facing difficulties in negotiations can escalate the matter to a higher authority within the water company.
- External assistance is available from organizations like Citizens Advice and the Consumer Council for Water (CCW).
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Benefits and Water Direct Scheme:
- Customers on certain benefits may qualify for the Water Direct scheme, providing assistance for those behind on water bills.
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Additional Resources:
- The article provides links to further information, including guidelines on dealing with household customers on the OFWAT website and checking the water company supplying a specific area on the CCW website.
In summary, the article offers a comprehensive guide on managing water bill debts, emphasizing communication, negotiation, and seeking assistance to prevent legal consequences and ensure fair resolution.
