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WaterSure Scheme

The WaterSure Scheme can help you if your income is low and you use a lot of water, which makes managing your account and payments difficult.

WaterSure is open customers on a water meter, who are receiving benefits and have three or more children under 19, or a medical condition requiring the extra use of water.

Eligibility for WaterSure

To get support through the WaterSure Scheme, you must be on a water meter, you or somebody in your household must receive at least one of the eligible State benefits, and have a medical condition that requires the use of more water or 3 or more children under the age of 19 living in the property.

Eligible benefits

You may be eligible for support through WaterSure if you or anyone in your household receives the following:

  • Housing Benefit
  • Income Support
  • Working Tax Credit
  • Child Tax Credit (other than the basic element of £547.50)
  • Pension Credit
  • Universal Credit
  • Income-based Jobseeker’s Allowance
  • Income-related Employment and Support Allowance
  • Disability Living Allowance or Personal Independence Payment

Eligible medical conditions

You may be eligible for WaterSure if anyone in your household has a medical condition requiring significant water use.

Those conditions could include:

  • Desquamation (flaky skin disease)
  • Weeping skin disease (eczema, psoriasis, varicose ulceration)
  • Incontinence
  • Abdominal stoma
  • Crohn’s disease
  • Ulcerative colitis
  • Renal failure requiring home dialysis

Any condition that a doctor confirms requires extra water use would be eligible.

Apply for the WaterSure Scheme

Your application form

If any of the circumstances we have mentioned apply to you, or a member of your household, you can apply for the WaterSure Scheme.

If you would prefer a paper version of the application you can download a WaterSure application form. We also have a Welsh version of our paper WaterSure application form. Once you have completed the form, send it to us at:
Hafren Dyfrdwy, PO Box 409, Darlington, DL1 9WF

Provide proof of your eligibility

You will need to provide proof of your eligibility with your application form.

If your application is based on there being 3 or more children in your household, you will need to provide a copy of you benefits summary, and evidence of child benefit for 3 or more children.

If your application is due to high water use for a medical condition, you will need to provide a copy of your benefits summary, and one of the following:

  • A letter from a medical professional confirming why extra water is required
  • A GP surgery stamp to confirm the medical condition requires extra water
  • Repeat prescriptions for medication or creams relating to conditions which require extra water

If you are applying on medical grounds and your medical condition is not listed on our website then we would require one of the following:

  • A recent letter from your GP or Consultant, confirming the name of the patient, medical condition and the reason for the increase in water usage
  • An official Hospital/Surgery/Clinic stamp from your Consultant/Doctor/Nurse or Health Visitor and signed and dated by them to confirm the medical condition and the reason for increased water usage

As part of the proof of eligibility, we will need your National Insurance number so we can contact the provider your benefit or tax credit to check that the information you have provided is correct.

We may also use your National Insurance number to apply for payments directly from your benefits should your account fall into arrears.

What happens once you have applied

Once we have processed your application form, we’ll amend your charges from the date of your last meter reading. We’ll contact you to confirm the changes.

It is not possible to backdate the WaterSure Scheme. Charges will only be changed from the most recent meter reading before you joined the scheme.

If you have any outstanding charges on your account, you will still need to pay those. We can arrange payment support to help you.

You’ll qualify for the scheme for 12 months. At the end of each 12 month period you will have to re-apply. We’ll send you a letter to let you know when it’s time to re-apply.

If your circumstances change during that time, and you are no-longer dependent on assistance from WaterSure, you will continue to receive help until the 12 month period ends. If you don’t re-apply or you no-longer meet the eligibility criteria, you will return to being charged as you were before you qualified for the scheme.

If your application is unsuccessful, we’ll contact you to explain why. If your circumstances change, you will be able to apply again.

Renewing your WaterSure membership

If you want to remain on the scheme you need to confirm you’re still eligible by completing the online self-declaration form.

We may write to you from time to time to ask for documentary evidence. This is to make sure the WaterSure scheme is only available to those who meet the criteria.

In the event we find a customer has said they're eligible but this is no longer the case, we will take them off the scheme and bills will no longer be capped. We’ll backdate the new charges to the date they were last eligible for the scheme (the date we last received documentary evidence) and a new bill will be sent. If you're unsure about your renewal or have any questions please call us on 0800 085 3053 and we’ll be happy to help.