What if my application for the scheme is unsuccessful?

We will contact you and explain why your application was unsuccessful. However, if your circumstances change you can re-apply.

How do I prove I am eligible to be accepted onto the scheme?

To enable us to accept you onto the scheme you will need to provide evidence to support your completed application form. Details of the evidence required are on the form.

If accepted, when will my charges be amended?

Once we have processed your completed form with supporting evidence we will amend your charges from the date of your last meter reading. You will receive a confirmation which explains this in more detail.

How long will I receive help as a WaterSure customer?

You will qualify for the scheme until your circumstances change and you no longer require help. However, you will have to re-apply every 12 months and we will remind you when to do this. If you decide not to re-apply you will go back to the way you were charged before you qualified for the scheme.

What if my circumstances change whilst I am on the scheme?

If your circumstances change you must inform us immediately. We may then adjust your account and future bills will be based on actual consumption.

Why is my National Insurance number required?

Your NI number is required to allow us to contact the authority who give you benefit or tax credit in order that we may check that the information you have provided is correct. We may also use your NI number in order to apply for payments directly from your benefits should your account fall into arrears.

Can the charges be backdated further than the last meter reading?

No, we do not backdate the charges unless there is documentary evidence to show that previous contact has been made to us regarding the scheme.

What will happen if my meter reading is lower than the reduced charge?

If your actual metered bill is lower than the reduced charge we will only charge you the lower amount.

What will happen if I have an outstanding balance on my account?

The WaterSure scheme will not reduce any arrears from previous bills and any outstanding amounts will need to be paid in full or paid by instalments, subject to Southern Water approval.

If accepted onto the scheme will I have to change the way I pay my water bill?

No. You can continue to pay in your usual way. Your new charges will be clearly shown on your bill.