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Helping with bills

We will work with partners to help customers who are in financial difficulty

Through our award-winning Tap programme we offer customers a range of schemes and low rate tariffs to help them afford their ongoing water bills and repay their debt. We also offer practical support to help customers reduce their water and energy use.

Over the last 13 years we have developed effective partnerships with the debt advice sector including Citizens Advice, StepChange and the National Debt Line. This has enabled us to raise awareness of and increase the number of customers who have access to our financial support schemes. Debt advisers provide holistic help and support, including how to maximise income.

We support these partners to help our customers by providing funding to advice agencies for every successful application we receive. An application is deemed successful when it leads to the customer being accepted on to one or more of our affordability schemes, eg, Assist, pension credit discount or Restart.

Delivery of this commitment has been affected by the coronavirus pandemic as many debt advice agencies were closed for a portion of the year and alternative debt management (eg, mortgage payment breaks) were available to our customers.

Unit of measurement

Current performance (20/21)

2025 target 

Number of successful applications each year

Χ 1,614