Your questions answered
What happens once I’ve been
accepted onto the scheme?
Once we have processed your
application and received all
necessary evidence of your
eligibility, we will then send you a
new bill. If you don’t have a meter,
your bill will include charges from
1 April of the year which you apply
and any arrears from previous bills.
If you have a meter, your new tari
will be applied from the date of your
last meter reading. Please note that
this will not reduce any arrears from
previous bills but we will help you
to nd a suitable way to pay for any
outstanding amounts. If you have a
water meter, we will make sure that
you do not pay any more than you
would have if you had been charged
based on actual usage. We will
check this by reading your meter.
How will I pay my bill?
Wherever possible, customers will
be expected to pay their water bill
by Direct Debit or via application
to the Department for Work and
Pensions to pay their water charges
direct from their benets. Where
this is not possible, we will set up an
alternative payment plan for you.
It’s really important that you keep to
any agreed payment plan otherwise
you will be removed from the
What if I stop making payments?
If you stop making payments you
will be removed from the scheme
and automatically go back to the
way you were charged before you
qualied for the scheme. You will
also be unable to reapply for the
scheme until you have made regular
payments for a period of 12 months.
How long will I receive help?
You will qualify for the Back on Track
scheme until your circumstances
change and you no longer require
nancial support or until such time
as the tari ends. We may also
contact you occasionally to check if
you are still eligible for the scheme.
You must reply to any requests to
conrm your ongoing eligibility. If
you do not, you will be removed
from the scheme.
If you are accepted on to the scheme
due to COVID-19 you will only qualify
for a reduced bill until 31st March
2022. After this date you will revert
to your previous charges.
What if my circumstances change?
You must inform us immediately if
your nancial circumstances change,
for example your income changes
because you get a job and are no
longer entitled to receive benets
or tax credits. We will then check
that you still meet the eligibility
criteria and may ask you to complete
another application containing
your new nancial details. We will
then assess whether you are still
eligible for the scheme and if you
are on the correct band. You may
also be eligible for one of our other
assistance schemes. Please call us on
0800 072 6765.
What if I move home?
Please let us know if you move home
so we can update your details to
make sure you continue to receive
our Back on Track scheme at your
new address. We’ll also check to
see if you would be better o on the
scheme depending on how much
you will pay for your water services
at your new home.