Understanding WaterSure and Water Support for Disabled People in the UK

Water is a basic necessity of life, yet for many households in the UK, managing water bills can be a struggle. This challenge is especially significant for disabled people or those living with medical conditions that increase water usage. To provide relief, the UK government has introduced WaterSure in England, and Watersure Wales, a program designed to cap water bills for eligible households.

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This article explores what WaterSure is, who qualifies for it, how to apply, and offers tips for making the most of this scheme.

What is WaterSure in England?
Who is Eligible for WaterSure England?
WaterSure Wales
Who is Eligible for WaterSure Wales?
How to Apply for WaterSure
Contact Your Water Company
Complete the Application Form
Provide Supporting Documents
Submit the Application
Wait for Approval
Once you have been approved
Tips for a Successful Application
Water Charges Reduction Scheme in Scotland
NI Water Customer Care Register
Additional Support for Water Bills
Frequently Asked Questions
Further Information
Conclusion

What is WaterSure in England?

WaterSure is a special assistance scheme designed to help low-income households in England by capping their water bills. The program is particularly targeted at households where water consumption is higher due to medical needs or disabilities. WaterSure ensures that eligible households do not have to pay more than the average bill for their water company’s region, regardless of their actual water usage.

For families who rely heavily on water due to health conditions or larger household sizes, this program can provide significant financial relief. By capping bills, WaterSure alleviates some of the financial burden and ensures equitable access to essential water services.

The cap amount in England differs between water companies, so you need to check with your supplier to find out how much you would pay.

Who is Eligible for WaterSure England?

To qualify for WaterSure, applicants must meet specific eligibility criteria. These fall under two main categories: financial eligibility and medical necessity.

1. Financial Eligibility

Applicants must be on a low income and receive one of the following benefits:

Income Support
Income-based Jobseeker’s Allowance (JSA)
Income-related Employment and Support Allowance (ESA)
Universal Credit
Working Tax Credit
Child Tax Credit (excluding families earning above a certain threshold)
Pension Credit
Housing Benefit

2. Medical or Disability-Based Eligibility

Households must have a member who has a medical condition that necessitates higher water use. Common conditions include:

Incontinence
Crohn’s disease
Ulcerative colitis
Skin conditions such as eczema or psoriasis
Kidney failure requiring dialysis at home (provided the household is not receiving financial support for water from the NHS)

In addition, households must be metered, or be eligible for a water meter but unable to have one installed due to technical or physical constraints.

a person wearing yellow trousers and a blue jumper is sat outdoors, you can see a colostomy or ileostomy bag on their stomach

WaterSure Wales

WaterSure Wales tariff caps your annual metered bill amount so you won’t pay over a certain amount for the year, no matter what your actual consumption is.

The Bill Cap – WaterSure Wales charge from 1 April 2024 to 31 March 2025 is £396.68 (£153.66 for water, £243.02 for sewerage).

Who is Eligible for WaterSure Wales?

The scheme is available to customers who already have a water meter, or opt in to have a water meter fitted. To be eligible, you must be receiving a qualifying benefit or tax credit and either :

have 3 or more children under the age of 19 living at your home who you can claim Child Benefit for, or
have a member of your household with a medical condition that requires significant use of extra water

Qualifying benefits

You must be in receipt of at least one of the following:

Income Support
Income related Employment & Support Allowance
Income-based Jobseeker’s Allowance (JSA)
Pension Credit
Housing Benefit
Attendance Allowance (AA)
Working Tax Credit
Child Tax Credit (except families in receipt of the family element only)
Universal Credit
Disability Living Allowance (DLA)
Personal Independence Payment (PIP)

Medical conditions

Common conditions which require a significant amount of extra water can include:

Desquamation (flaky skin disease)
Weeping Skin (eczema, psoriasis, varicose ulceration)
Incontinence
Abdominal Stoma
Crohn’s Disease
Renal failure requiring home dialysis (except where the health authority contributes to the cost of the dialysis

If your condition is not listed here, but still requires a significant amount of water, you may provide information in your application.

How to Apply for WaterSure

Applying for WaterSure involves a straightforward process, but it does require documentation to support your application.

Keep all your documents organised and together, such as recent award letters, and take copies of your application form and supporting documents for your records.
Georgina’s Disability Money Saving Tip

Here’s a step-by-step guide:

Contact Your Water Company

The first step is to contact your water supplier. Each water company has its own WaterSure application form, which can usually be downloaded from their website or requested by phone or email. If you’re unsure who your water supplier is, check your water bill for contact details or The Consumer Council for Water website has details of water companies.

For Watersure Wales, visit this website.

Complete the Application Form

The application form will ask for:

Personal details (name, address, and contact information)
Information about your benefits (proof of eligibility, such as a letter confirming receipt of benefits)
Details about your medical condition (a doctor’s note or medical certificate may be required to confirm the condition and its impact on water usage)

An adult set of hands is helping a child wash their hands in a bathroom sink

Provide Supporting Documents

You’ll need to include copies of:

Proof of benefits (such as recent award letters)
Medical evidence, which can be a signed document from a GP or medical practitioner detailing the condition and why it increases water usage

Submit the Application

Once completed, submit your application along with supporting documents to your water company. Applications can typically be sent by post or email. Check your water company’s website for submission details.

Wait for Approval

The water company will review your application and notify you of their decision. If approved, your water bill will be capped at the average cost for your region. If your application is rejected, your water company should explain why and inform you about the appeals process.

Once you have been approved

Once accepted for either scheme, you qualify until your circumstances change and you no longer require help. However, you will have to reapply or confirm that you remain eligible every 12 months. Your water company should remind you to do this.

Tips for a Successful Application

Double-check eligibility to ensure you meet all eligibility criteria before applying. Carefully read the requirements listed on your water supplier’s website.
Gather documentation in advance, you can save time by preparing all required documents before starting your application. Make sure copies are clear and legible.
Request assistance if needed. If you have trouble completing the form, contact your water supplier or a local advice charity like Citizens Advice for support.
Always keep copies of your application form and supporting documents for your records.
Follow up if you haven’t heard back within a few weeks, contact your water supplier to check on the status of your application.

Check out Water UK for lots of information on affordability and water.
Georgina’s Disability Money Saving Tip

Water Charges Reduction Scheme in Scotland

Domestic households in Scotland are all provided with water by Scottish Water unless there is a separate private source like a spring or a borehole. Under the Water Charges Reduction Scheme, homes that receive Council Tax Reduction may also receive a reduction of up to 35% on their water and waste water charges through the Water Charges Reduction Scheme (WCRS). Customers do not need to apply for the WCRS, your local authority will automatically apply any reduction to your charges.

If your property has been altered to meet the needs of a disabled person, you may be entitled to a Disabled Banding Reduction on the charges you pay for your property.

Please contact your local council for further information.

Contact details for Scottish Water

Helpline: 0800 0778 778 (open 24 hours a day)
Report a problem through online portal

NI Water Customer Care Register

There are no discounts available in Northern Ireland through NI Water, however, if you live in Northern Ireland and you are an older person, have a serious medical condition or disability or need extra help for any other reason you may be entitled to extra free services for you or anyone in your household.

You will need to join the NI Water Customer care register.

This does not reduce the costs, but the register has services such as if there is a loss of water supply, they will prioritise you to get bottled water and if flooding occurs, they will prioritise their response to ensure that they are with you as quickly as possible.

You can contact Waterline:

Tel 03457 440088 (calls charged at local rate)

Text Relay Service: 03457 440088

E-mail: [email protected]

a disabled man with grey hair is using a bathroom at a sink

Additional Support for Water Bills

If you’re struggling to pay your water bill but don’t qualify for WaterSure, there are other options available:

Social Tariffs: Many water companies offer social tariffs, which are reduced rates for customers on low incomes. Eligibility criteria vary, so check with your water supplier.
Water Direct: If you receive benefits, you may be eligible for Water Direct, which allows your water bills to be deducted directly from your benefits to help with budgeting.
Payment Plans: Contact your water company to discuss setting up a manageable payment plan based on your income and expenditure.
Charitable Trusts: Some water companies offer schemes and/or have charitable trusts to help household customers with genuine reasons for being in debt or struggling to pay their water bills. You would need to contact your water company to find out what it offers.

These include:

Frequently Asked Questions

What if I don’t have a water meter?

WaterSure is only available to households with a water meter or those who cannot have one installed for practical reasons. If you’re eligible for a meter but don’t yet have one, contact your water supplier to arrange installation.

Can I Reapply If My Application Is Rejected?

Yes, you can reapply if your circumstances change or if you can provide additional evidence to support your application.

Does WaterSure Cover Wastewater Charges?

Yes, the cap applies to both water and wastewater charges.

What Happens If My Circumstances Change?

If your financial or medical circumstances change, inform your water company as this may affect your eligibility.

Further Information

Ofwat, the economic regulator of the water and sewerage industry in England and Wales, has information on its website about Customer assistance for vulnerable water consumers in England and Wales
Water UK has information on affordability and water
Citizens Advice water supply information (England)
Citizens Advice water supply information (Wales)
Citizens Advice water information (Scotland)
Information on water in Northern Ireland

Conclusion

WaterSure provides invaluable support for low-income households with higher water needs due to disabilities or medical conditions. By capping bills, the scheme ensures that families are not disproportionately burdened by the cost of essential water usage.

If you think you or someone you know might qualify for WaterSure, take action today by contacting your water supplier. With proper documentation and timely application, you can secure financial relief and focus on what truly matters, your health and well-being.

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