Payment Support
Concerns about making payments
We understand that times are tough with living costs on the rise and the impact of COVID-19 still being felt by some businesses and we want to do everything we can to support our customers. If you’re experiencing problems paying your water and/or waste water bill, our friendly team are here to help.
We provide a wide range of flexible payment options and alternative payment options and we can find a solution that works for you.
If your business is experiencing a period of financial hardship, or you have any concerns about making payments, please contact our dedicated team on 0330 123 2002.
FAQs
I’m struggling to make payments, what support is available?
If you’re struggling to make payments, we offer the ability to re-pay your water and/or waste water charges over an extended period, allowing additional time for your business to recover. Please contact our dedicated team on 0330 123 2002 who'll be more than happy to help.
What should I do if I can’t afford to pay by Direct Debit?
We recognise that it's a challenging time for businesses. If you're having difficulties making payments then please don't cancel your Direct Debit and instead contact us on 0330 123 2002 so that we can help. We have put in place a range of measures to support our customers, including flexible payment plans.
If my business ceases trading will I still have to pay for my water bill?
If you're moving out of your property then please complete this webform to let us know your move out date and final meter read. This will help to ensure your final bill reflects your actual consumption and you're only charged for the water that you used.
If you're having any issues making payments then we’d be happy to help you find a flexible payment plan that will work for you. Please contact one of our friendly advisers on 0330 123 2002 for more details.
What happens if i'm unable to pay?
We’re here to help. If you’re unable to make a payment, please contact us on 0330 123 2002 as soon as possible. We offer a wide range of payment options and can find one that works for you and your business.
If we haven’t heard from you or received payment within the 14 days of our standard payment terms, we’ll contact you via telephone, letter and/or text message with a friendly reminder of your overdue balance and guidance on how to contact us.
We’ve provided below further details on the process we will follow if we don’t receive payment:
We’ll contact you via telephone, letter and/or text message with a friendly reminder of your overdue balance and guidance on how to contact us if your business is in financial hardship and/or if you have any concerns regarding payment.
If we don’t receive payment, or you don’t contact us to discuss any concerns you may have, we’ll send you a letter advising you of our intention to take further action which may include referring your account to a debt collection agency, disconnecting your supply, or taking legal action to recover the balance.
If we have still not reached an agreement on payment, and you haven’t contacted us to discuss your account, we’ll instruct a third party to act on our behalf to recover your balance. Failure to make timely payments will result in information on your payment experience being shared with credit reference agencies, which could impact your ability to raise credit in future.
If we still don’t receive payment or any contact from you, we may have to take court action to seek payment of the outstanding debt, including court costs and interest. We may also schedule a site visit to discuss your account. Any court judgement obtained may be enforced against you with immediate effect, and may include insolvency proceedings, third party order, and/or seizure of goods.
We’re fully committed to improving our environmental performance and are certified to ISO 14001:2015. You can find out more in our environmental policy. Our Solutions team are certified to ISO 9001:2015 and ISO 45001:2018.
