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There are new rights to get some help with water You can get an application form from your water
bills if you are on a low income and on a water company. You need to give proof of the benefit you
meter. You will only pay the average bill that the are receiving and you will need to explain your
water company charges overall so if you use a lot of medical condition in detail. If you have a medical
water then your bill will go down. condition that is not listed you can still quality if you
use large amounts of water. You need a doctor’s
To qualify for help you must be on a water meter, certificate as proof. You can stay on the scheme for
and a year and then have to re-apply.
someone in the household must be on one of these
benefits:
COMPLAINTS
• income support
• income based job seeker's allowance If you have a complaint about your water company
you should speak or write to your water company
• pension credit first. Each water company should have a complaints
procedure they can send you. Your water company
• working tax credit should reply to your complaint within 10 working
• child tax credit (except families who receive the days.
family element of child tax credit only) If you are not happy with the outcome then you can
complain to the Consumer Council for Water
• housing benefit
(CCWater). This is independent from the water
• council tax benefit company and will investigate your complaint. You
need to send your complaint to the local CCWater
and committee that covers your area. Check the contact
there are three or more children under 19 in the details on their website or ring the head office. If
household, the water company does not comply with their
decision then CCWater will refer your complaint to
or Ofwat. Ofwat is the independent regulator for water
services.
someone in the household has a medical condition
that means extra water use such as: Ofwat
Centre City Tower
• flaky skin disease 7 Hill Street
Birmingham
• weeping skin disease, i.e. eczema, psoriasis, B5 4UA
varicose ulcers Tel: 0121 625 1300. Email: www.ofwat.gov.uk
• incontinence The Consumer Council for Water (CCWater)
Tel: 0845 039 2837. www.ccwater.org.uk
• abdominal stomas
REMEMBER: You can always contact us for advice about any difficulty you have in
dealing with your debts.
A number of water companies operate charitable trust funds. Some offer help only with water and sewerage debt; others are prepared to help with other priority
debts and even bankruptcy fees in certain situations. Others offer 'restart schemes'. These operate on the basis of you entering into a regular payment scheme,
and payments made are then matched by the trust fund. If you maintain the arrangement, the remaining debt may be written off. You will need to contact the
trust fund to find out how to apply. You will usually have to fill in a form. You may need an advice agency to help you. Phone us for advice.