Fillable Back On Ttrack Scheme 2020 To 2021 (United Utilities)

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Back On Ttrack Scheme 2020 To 2021 (United Utilities)

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If you think you are eligible, please complete the enclosed application form
and send it together with copies of all the relevant documents to:
United Utilities, PO Box 455, Warrington, WA55 3QQ.
Back on track scheme
2021/2022
Help for customers
who are struggling
to pay their water bill
01/21/SD/8814-6218a-COVID
United Utilities Water Limited,
Haweswater House, Lingley Mere Business Park, Lingley Green Avenue, Warrington WA5 3LP.
Registered in England and Wales. Registered Number 2366678.
In case you need to contact us:
To talk to us about your bill:
0345 672 2888 if you don’t have a water meter
0345 672 2999 if you have a water meter
Opening hours: 8am - 8pm Mon to Fri; 8am - 4pm Sat
To report problems with your water or wastewater services:
0345 672 3723
Opening hours: for emergencies we are open 24 hours.
You can also call this number to check the identity of one of our
representatives.
If you have hearing or speech difficulties, and use a textphone,
please dial 18001 followed by the number you require.
You can go online:
Send a message at unitedutilities.com/email or visit our website
and click on ‘Live Chat’ to webchat with a member of our team.
Or write to us at:
United Utilities, PO Box 459, Warrington WA55 1WB
Follow us on social media:
@OcialUnitedUtilities
@unitedutilities
Download our app:
Search United Utilities on the App Store and Google Play
Other leaets that may be of interest:
This leaet is one in a series of publications containing useful
information for our customers. Others that may be of interest to
you are:
• A simple guide to pipes, drains and sewers
• A simple guide to paying your water bill
• Could you pay less with a water meter?
• Testing household water meters
• A simple guide to your water meter
• A guide to our Priority Services
• A guide to using water wisely
• WaterSure
• Our complaints procedure
• Replacing lead and common supply pipes
You can download any of our leaets from our website:
unitedutilities.com/leaets, or write to: United Utilities, PO Box 459,
Warrington WA55 1WB.
My Account
Register for My Account and you can go online to
pay your bill, tell us you’ve moved, give a meter
reading and go paperless.
Visit unitedutilities.com/myaccount
Our Back on Track scheme explained
2
Keeping your head above water and paying your
bills on time is not always easy.
If you’re experiencing nancial
diculties and worried about
paying your water bill, we may
be able to oer you some
extra help with our Back on
Track scheme.
This factsheet explains
what help is available and how
to apply.
Six charging bands are
available depending on your
individual circumstances. You
will need to give us details
about your household income
for us to assess how much you
can aord to pay. The charges
shown in the table apply to
applications received and
approved between 1 April 2021
and 31 March 2022.
Band Water
charges
Sewerage
charges
Total annual
charges
1 £57.89 £62.71 £120.60
2 £95.62 £103.58 £199.20
3 £124.42 £134.78 £259.20
4 £167.90 £181.90 £349.80
5 £191.23 £207.17 £398.40
6 £231.55 £250.85 £482.40
Has your income been aected by COVID-19?
We’ve extended the scheme for 2021 for those customers who have been nancially impacted by COVID-19 and
who either receive benets or have a household income of less than £21,000 a year. If accepted on to the scheme,
your water bill would be reduced up to the end of March 2022. Page 3 explains the evidence required to apply
on this basis.
Find out which benets you may be entitled to
by visiting www.turn2us.org.uk and completing
their benets calculator.
Am I eligible for this scheme?
To be eligible you must:
(1) receive one of the benets/tax
credits shown below OR have a
household income of less than
£21,000 a year if applying due to
your income being aected by
COVID-19 (see clause (3) below):
- council tax reduction (but not
single person discount)
- housing benet
- income support
- income-based job seeker’s
allowance
- working tax credit
- pension credit
- child tax credit
- income related employment and
support allowance
- universal credit.
and either
(2) be in arrears with previous years’
water charges,
or
(3) be able to demonstrate a change in
circumstances due to COVID-19 that
has resulted in a reduction in income
impacting your ability to pay your
water bill.
To be accepted onto the
scheme you must:
(i) Complete an aordability assessment;
(ii) Agree to a declaration giving
permission for United Utilities
to validate you benet receipt
with third party organisations,
and where specically requested
provide evidence of current benet
entitlement and/or household income;
and
(iii) If applying through clause (3), provide
credible documentary evidence
that supports the statement that
a change in circumstances due to
COVID-19 has resulted in a reduction
in household income. For example
we would accept a letter from your
employer conrming you have been
furloughed under the Coronavirus
Job Retention Scheme (CJRS),
conrmation from HMRC that you are
beneting from the Self Employed
Income Support Scheme (SEISS),
a redundancy notication, or other
similar documentation.
In addition:
• you live at the address which is on your
water bill
• along with your new charges you agree
to pay an aordable amount towards
any outstanding water charges. The
contribution you will be asked to pay
towards your outstanding water charges is
subject to a minimum amount
• water supplied to your home is not used
for:
- watering a garden (other than by hand) by
means of any apparatus; or
- automatically replenishing a large pond
or swimming pool.
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 benets. Where
this is not possible, we will set up an
alternative payment plan for you.
If you stop making payments you will be
removed from the scheme and automatically
go back to the way you were charged before
you qualied for the scheme.
You can nd full terms and conditions at
unitedutilities.com/back-on-track
3
How do I apply?
If you think you are eligible, you should complete the
application form which is enclosed with this factsheet. Please
send it in the pre-paid envelope provided together with copies
of all the relevant documents (see below).
So that we can process your
application as quickly as
possible, it is essential that you
enclose copies of the relevant
documents. We are unable to
accept you onto the scheme
without them.
Depending on your
circumstances, you should
include copies of the
relevant documents, outlined
below, with your completed
application form:
• proof of your income - this
can be photocopies of:
wage slips (either monthly
or weekly), benet slips, a
benet entitlement letter or a
bank statement.
• if applying due to COVID-19,
please provide credible
documentary evidence that
supports the statement that
a change in circumstances
has resulted in a reduction
in household income.
For example we would
accept a letter from your
employer conrming you
have been furloughed
under the Coronavirus Job
Retention Scheme (CJRS),
conrmation from HMRC
that you are beneting from
the Self Employed Income
Support Scheme (SEISS), a
redundancy notication, or
other similar documentation.
Please only send us copies of
your documents (not originals)
as we are unable to return
anything to you.
If you have any diculties in
completing this form, please go
to your nearest Money Advice
Centre or Citizens Advice
Bureau for help or call us on
0800 072 6765.
United Utilities’ decision in
relation to a person’s eligibility
for the scheme will be nal.
We also reserve the right to:
• amend the eligibility criteria
and to suspend or cancel the
scheme at any time; and
• close the scheme to new
customers at any given time.
4
Your questions answered
5
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 benets. 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
scheme.
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
qualied 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
conrm 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 benets
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.
What happens to my details?
We’re committed to protecting your customer details.
We treat our obligations under the Data Protection Act seriously
and seek to ensure compliance in relation to all our data processing
through the implementation and use of established processes
and procedures.
By applying for the Back on Track scheme you agree that we
may hold and use the details you provide to us, for the purposes of
administering your application and your account with us.
The details you supply will be used by us, our representatives and/or
our contracted third party processors to:
• validate the details you have supplied by contacting
any referral agency, other organisation or relevant
person for clarication;
• determine your ability to pay;
• adjust your bill to an amount you can aord;
• establish the best payment arrangement
for any owed arrears. This may include
an application being made to the
Department for Work and Pensions in
order to deduct payment from your
benets or the arrangement of a
payment plan if this is not possible; and
• help external processing partners to assist
us with the collection of money owed
to us by you.
6
Back on track scheme
2020/2021
Help for customers
who are struggling
to pay their water bill
12/20/SD/8814-6218a-COVID
United Utilities Water Limited,
Haweswater House, Lingley Mere Business Park, Lingley Green Avenue, Warrington WA5 3LP.
Registered in England and Wales. Registered Number 2366678.
In case you need to contact us:
To talk to us about your bill:
0345 672 2888 if you don’t have a water meter
0345 672 2999 if you have a water meter
Opening hours: 8am - 8pm Mon to Fri; 8am - 4pm Sat
To report problems with your water or wastewater services:
0345 672 3723
Opening hours: for emergencies we are open 24 hours.
You can also call this number to check the identity of one of our
representatives.
If you have hearing or speech difficulties, and use a textphone,
please dial 18001 followed by the number you require.
You can go online:
Send a message at unitedutilities.com/email or visit our website
and click on ‘Live Chat’ to webchat with a member of our team.
Or write to us at:
United Utilities, PO Box 459, Warrington WA55 1WB
Follow us on social media:
@OcialUnitedUtilities
@unitedutilities
Download our app:
Search United Utilities on the App Store and Google Play
Other leaflets hat may be of interest:
This leaet is one in a series of publications containing useful
information for our customers. Others that may be of interest to
you are:
• A simple guide to pipes, drains and sewers
• A simple guide to paying your water bill
• Could you pay less with a water meter?
• Testing household water meters
• A simple guide to your water meter
• A guide to our Priority Services
• A guide to using water wisely
• WaterSure
• Our complaints procedure
• Replacing lead and common supply pipes
You can download any of our leaets from our website:
unitedutilities.com/leaflet , or write to: United Utilities, PO Box 459,
Warrington WA55 1WB.
My Account
Register for My Account and you can go online to
pay your bill, tell us you’ve moved, give a meter
reading and go paperless.
Visit unitedutilities.com/myaccount
If you think you are eligible, please complete the enclosed application form
and send it together with copies of all the relevant documents to:
United Utilities, PO Box 455, Warrington, WA55 3QQ.
If you think you are eligible, please complete the enclosed application form
and send it together with copies of all the relevant documents to:
United Utilities, PO Box 455, Warrington, WA55 3QQ.
Back on track scheme
2021/2022
Help for customers
who are struggling
to pay their water bill
01/21/SD/8814-6218a-COVID
United Utilities Water Limited,
Haweswater House, Lingley Mere Business Park, Lingley Green Avenue, Warrington WA5 3LP.
Registered in England and Wales. Registered Number 2366678.
In case you need to contact us:
To talk to us about your bill:
0345 672 2888 if you don’t have a water meter
0345 672 2999 if you have a water meter
Opening hours: 8am - 8pm Mon to Fri; 8am - 4pm Sat
To report problems with your water or wastewater services:
0345 672 3723
Opening hours: for emergencies we are open 24 hours.
You can also call this number to check the identity of one of our
representatives.
If you have hearing or speech difficulties, and use a textphone,
please dial 18001 followed by the number you require.
You can go online:
Send a message at unitedutilities.com/email or visit our website
and click on ‘Live Chat’ to webchat with a member of our team.
Or write to us at:
United Utilities, PO Box 459, Warrington WA55 1WB
Follow us on social media:
@OcialUnitedUtilities
@unitedutilities
Download our app:
Search United Utilities on the App Store and Google Play
Other leaets that may be of interest:
This leaet is one in a series of publications containing useful
information for our customers. Others that may be of interest to
you are:
• A simple guide to pipes, drains and sewers
• A simple guide to paying your water bill
• Could you pay less with a water meter?
• Testing household water meters
• A simple guide to your water meter
• A guide to our Priority Services
• A guide to using water wisely
• WaterSure
• Our complaints procedure
• Replacing lead and common supply pipes
You can download any of our leaets from our website:
unitedutilities.com/leaets, or write to: United Utilities, PO Box 459,
Warrington WA55 1WB.
My Account
Register for My Account and you can go online to
pay your bill, tell us you’ve moved, give a meter
reading and go paperless.
Visit unitedutilities.com/myaccount
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I aAunited
\,::, Utilities
Water for the North West
B
ack on Track application form
2021/2022
This information is required for the purposes of administering your application and your account with us and will be
assessed and approved by an independent third party money advice specialist.
Please use black ink and capital letters
Title (please tick)
Mr Mrs Miss Ms Other (please state)
Full name
Address
(including postcode)
Daytime tel number
Evening tel number
Mobile tel number
Email
National insurance number
Date of birth
D D M M Y Y Y Y
Customer number (you can
nd this on the top right hand
side of your water bill)
Who shares the house with you?
I live alone wife husband partner children other (please specify)
How many children live with you?
What are their ages?
If you have children 18 years and over, please state:
How many are employed How many are unemployed
Notes
To qualify for Back on Track you must be receiving at least one of the benets or tax credits listed below OR have a household
income of less than £21,000 a year if applying due to COVID-19. You must always provide a photocopy of your latest ‘notice
of entitlement award letter’ showing the full breakdown of your benets, tax credits or Universal Credit payments. The ‘notice
of entitlement award letter’ must be less than one year old. If you cannot nd your notice letter you can get a replacement by
contacting your council, local benet or tax credit oce (see useful contacts on page 3 of this form).
Your benefits In addition
Are you receiving any of the following benets or tax
credits? If yes, please tick all of the benets/tax credits you
are entitled to.
Please tick
council tax reduction (but not single person discount)
housing benet
income support
income-based job seeker’s allowance
working tax credit
pension credit
child tax credit
income related employment and support allowance
universal credit
Please tick to conrm that the following are true
you live at the address which is on your water bill
along with your new charges you agree to pay an
aordable amount towards any outstanding water charges
water supplied to your home is not used for watering a
garden (other than by hand) by means of any apparatus, or
automatically replenishing a large pond or swimming pool.
Applying due to COVID-19?
Please tick this box if you are applying as your income
has been affected due to COVID-19. Please refer to the
‘Checklist’ on the back page of this application form for the
full list of documentary evidence you must provide when
applying on this basis.
I
f you have any diculties in completing this form, please go to your nearest Money Advice Centre or Citizens Advice
Bureau for help or talk to one of our advisors on 0800 072 6765.
Please tell us about your financial situation (please include all household income)
Notes
Please complete the financial statement below using weekly amounts -
to change your monthly amounts into weekly: multiply by 12 (to give total annual gure) then divide the total by 52
(to give weekly amounts).
Your income
Weekly income £
Wages/Salary
Your take home pay
Other occupiers’ take home pay
Regular overtime/bonus/commission
Benefit
Housing benet
Council tax reduction/support
Jobseekers allowance
Universal Credit
Income support
Child benet
Child tax credit
Working tax credit
Maternity pay/allowance
Bereavement benets
Statutory sick pay
Incapacity benet/
Employment & support (sickness)
Carer’s allowance
Disability living allowance (care)
PIP Disability living allowance (care)
Disability living allowance (mobility)
PIP Disability living allowance (mobility)
Industrial disablement benets
Severe disablement allowance
Attendance allowance
Weekly income
(cont) £
Pensions
Retirement pension
Occupational pension
Private pension
Annuity
War pension
Other occupiers’ pension
Pension credit
Other income
Maintenance
Student grant/loan
Income from lodgers/property
Son’s/daughter’s contribution*
Other income – please specify:
Total weekly income
What (if any) savings do you have?
Please make sure you have given weekly amounts.
Separate nancial statements will not be accepted.
* If any of your children are unemployed, please state which
benets they receive in the box opposite.
IMPORTANT: PLEASE REMEMBER
TO ENCLOSE PROOF OF INCOME.
Useful contacts:
Name of benefit or tax credit Authority
• Income support
• Jobseeker’s allowance
• Pension credit
• Income-related employment and
support allowance
• Universal credit
Contact your local Jobcentre Plus oce or
benets oce.
• Working tax credit
• Child tax credit
Tax credits helpline: 0345 300 3900
• Housing benet
• Council tax reduction/support
Contact your local authority (council)
for details
• Child benet Child benet helpline: 0300 200 3100
Please note: United Utilities will make an application for charges to be collected direct from your benets. Where this is
not possible we will set up an alternative payment plan for you.
Please complete the box below if you have any information you wish to provide in support of the application,
e.g. recent redundancy.
Declaration
The information I have provided in this form is correct to the best of my knowledge and I have submitted accurate
household income information. I understand that if I provide any information which is false, you may refuse my
application.
If my circumstances change and it may aect my application, I will tell you straight away.
I give permission to the authority that provides my benet or tax credit to give you any further information to support
my application and for my income to be veried with a Credit Reference Agency.
Checklist
I agree with the data protection statement as explained on page 6 of the booklet.
Please send your completed form and other information (see checklist) in the enclosed pre-paid envelope to:
United Utilities, PO Box 455 , Warrington WA55 3QQ
You must ll in this page
I’ve lled in all parts of the form.
I’ve enclosed a photocopy of the latest ‘notice of entitlement award letter’ showing the full breakdown of my
benets, tax credits or Universal Credit payments and/or copies of wage slips (either weekly or monthly). If your
wages are paid into a bank account, a copy of a bank statement will be accepted.
If applying due to COVID-19 please provide credible documentary evidence that supports the statement that a
change in circumstances has resulted in a reduction in household income. For example we would accept a letter
from your employer conrming you have been furloughed under the Coronavirus Job Retention Scheme (CJRS),
conrmation from HMRC that you are beneting from the Self Employed Income Support Scheme (SEISS), a
redundancy notication, or other similar documentation.
If applicable, I am happy for you to discuss my account with the third party who helped me to complete this form.
I’ve signed the form (if you do not sign it, we cannot process your application).
Your feedback is important to us
1. Please tell us the name of the organisation that you obtained this leaet from:
2. If you are a third party helping the customer to complete this application form, please state the name of your
organisation:
Many thanks.
Signature
Date
D D M M Y Y Y Y
United Utilities Water Limited, Haweswater House, Lingley Mere Business Park, Lingley Green Avenue, Warrington WA5 3LP.
Registered in England and Wales. Registered Number 2366678.
About us
United Utilities is the North West’s water company. We keep the taps owing and toilets
ushing for seven million customers every day. From Crewe to Carlisle, we work hard
behind the scenes to help your life ow smoothly.
01/21/SD/8814-6218c-COVID
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Back On Ttrack Scheme 2020 To 2021 (United Utilities)

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Completed 7 June 2021

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