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Payment break

Financial support for life’s surprises

There can be times when it’s difficult to make ends meet. This might be because you’ve lost your job, had to stop working due to illness, or faced an unexpected expense at home.

At United Utilities, we understand that life doesn’t always go to plan - and that paying your household bills can sometimes become a real challenge. That’s why we offer our Payment Break scheme, designed to give you breathing space when you need it most.

How a Payment Break works

A Payment Break allows you to pause your water bill payments for an agreed period of time. We’ll work with you to decide what’s right for your situation before the break starts.

  • Payment breaks are typically available for a few weeks up to several months, depending on your circumstances.
  • During this time, you won’t be expected to make payments

What happens after the break

When you’re ready to start paying again, we’ll help you get back on track by spreading the missed payments over a longer period. This means:

  • Your repayments are more affordable and manageable
  • You can catch up gradually without falling into debt

Examples of when a Payment Break can help

  • If you’re off work for 6 weeks due to illness, we could agree a 6-week payment break. When you return to work, the missed payments are added to your future bills and spread across the rest of the year, keeping your monthly payments manageable.

  • If you’ve lost your job and expect to be out of work for 3 months, we may agree a 3-month payment break. Once you’re earning again, we’ll spread those missed payments over 12 months or longer, so you don’t face a sudden increase in what you need to pay.

  • If you lose your job or your hours are reduced unexpectedly, we could offer a payment break of up to 3 months while you look for work or adjust your finances. When your income stabilises, we’ll work with you to set a manageable repayment plan.

  • If your boiler breaks down or you face urgent home repairs, you might need to prioritise those costs. A short payment break (4–8 weeks) can give you time to deal with the emergency before resuming your water bill payments.

  • If you’re waiting for a benefits claim to be approved or adjusted, we can provide a payment break until your payments are in place, then spread the missed amount so you can catch up gradually.

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How to apply

To apply for a Payment Break please call us on 0800 072 6765. Please make sure you meet our eligibility rules (shown below) before applying.

Who this is for

This scheme is designed to support customers who need it most, including those who:

  • Receive means-tested benefits, or
  • Have a combined annual household income below £22,500

Our goal is simple: to give you time to recover financially, while helping you stay in control of your bills and avoid long-term debt.  If your circumstances improve before the payment break is due to end you can always call and set up your payment plan sooner, we are here to help you.

Eligibility criteria

Our Payment Break scheme is for customers with a combined household income of less than £22,500 or who receive one of the following means-tested benefits:

  • Council tax reduction (but not single person discount)
  • Housing Benefit
  • Pension Credit
  • Universal Credit

The scheme is not suitable if you’re already behind with your water bill payments. If you’re already in arrears, you may be eligible for other financial support which could include us reducing your water bill, please call us on 0800 072 6765 to discuss this.