Soaring water bills – social tariffs can ease the burden
Soaring water bills are now among the biggest headaches for individuals and families living on low incomes.
By Victoria Wan
Even before water companies announced huge bill increases last month, our research showed households finding it difficult to pay. Last month we explained why Citizens Advice is pushing for stronger, better-targeted social tariffs in all essential services.
What are the implications for families in Epsom and Ewell today?
A growing problem
In 2024, nearly two in five households across England and Wales said they had difficulty
paying their current water bill [1].
Water and sewerage problems now account for a quarter of all utility issues brought to the CAEE service in the 2024-25 financial year. This April’s price rise means the average Thames Water or SES Water bill will be £146 a year higher [2].
That’s why we are backing the national CA call for tariffs that are:
- automatic,
- easy to claim, and
- generous enough to keep water flowing without pushing households into debt.
Help exists but….
Every water company already runs at least one reduced-price scheme. Unfortunately however their rules can be complex and their publicity minimal. Thousands of eligible customers still pay full price because they don’t know about the scheme or can’t navigate the eligibility criteria or application process.
Soaring water bills this year and in the future mean this is no longer sustainable.
….can be complicated
A client living in a rented property without a water meter could no longer afford her water bill; could we advise on reducing the cost? We introduced her to the Thames Water WaterHelp scheme which she didn’t know about. When she applied with our help she immediately saved £168 through the scheme.
Multiple clients faced delays accessing water bill discounts due to confusion between schemes, such as WaterSure (which requires a meter or medical need) and income-based options like WaterHelp. Our advisers’ intervention was crucial to clarify eligibility, We redirected clients from applications for schemes they were ineligible for, to others where they would qualify for help.
Reform is urgent
Both these successes required information, time, paperwork and persistence – barriers that leave many missing out. That is why Citizens Advice is calling for a single national tariff built around a principle of ‘automation by design’ based on existing benefit data [3].
Do you or does someone you know need help?
Contact us. Our advisers are up to date with every scheme and can guide you through the maze. Meanwhile we keep campaigning for a fairer system where no one has to choose between clean water and a financial crisis.
[1] Draft Determination Research Summary Report 2024. Consumer Council for Water.
[2] Annual average bill changes 2025-2026. Water UK.
[3] Fairer Bills, Smarter Systems: Designing targeted social tariffs with automation in mind. National Citizens Advice