WaterSure and WaterSure Plus schemes - Terms and Conditions

The WaterSure and WaterSure Plus schemes  are intended to help vulnerable customers with a water meter or who pay based on an assessed charge (only where a meter cannot be fitted) and have a low income and use higher than average amounts of water due to a large family or for essential purposes as a result of a medical condition. 

Eligibility criteria

1. The property MUST be on a meter or fixed assessed volume charge (only where there has been a failed meter application)
2. The customer, or a member of their household MUST receive one of the qualifying benefits stated:

Means tested benefits:

• Universal Credit;
• Employment and Support Allowance;
• Income Support;
• Income-Based Job Seeker’s Allowance;
• Housing Benefit;
• Working Tax Credit;
• Pension Credit;
• Child Tax Credit

Non-means tested benefits: (WaterSure Plus only)*

• Disability Living Allowance
• Personal Independence Payments
• Attendance allowance

*For non-means tested benefits (WaterSure Plus only), household income must be below £22,500 per year after housing costs

Table 1 below shows the benefits customers need to receive to be eligible for the WaterSure or WaterSure Plus schemes and where to contact to obtain replacement copies if required to support their application.

And either:

3. Have three or more children under the age of 19 living at the address (the person who meets the qualifying benefits criteria as specified in clause 2 must also receive child benefit for all those children).

Or:

4. The customer, or a member of their household, has one of the specific medical conditions which means they use a lot of water:
   • Desquamation (flaky skin disease);
   • Weeping skin disease (eczema, psoriasis, varicose ulceration);
   • Incontinence;
   • Abdominal stoma;
   • Crohn's disease;
   • Ulcerative colitis;
   • Renal failure requiring home dialysis (except where the health authority contributes to the cost of the water used in dialysis);
   • Other medical conditions can be accepted if the condition uses significant amounts. 
5. In addition to the above
   • the customer and other qualifying persons (if any) occupy the whole or part of the premises as their only or principal home;
   • in the case of premises which are not used solely as a person’s home, the other use is not the principal use of the premises;
   • Water supplied to the premises 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.

If applying on medical grounds, evidence of one of the following is required:

1. A recent letter from your GP or consultant
   This should confirm the name of the patient, medical condition, and the reason for the increase in water usage.
   
   
2. An official hospital, surgery, or clinic stamp
   This can be provided by your consultant, doctor, nurse, or health visitor. They will need to sign and date the stamp and confirm why the medical condition requires increased water usage.
   
   
3. A copy of the most recent repeat prescription relating to the relevant condition as stated in point 4 above.
   This can be provided by your consultant, doctor, nurse, or health visitor.

We are required to verify entitlement to financial assistance under the schemes therefore if applications are not supported by one of the above forms of medical evidence, we have the right to refuse applications.

We may write to customers from time to time to ask for additional documentary evidence. This is to make sure the schemes are only available to those who meet the criteria.

If customers are charged for gathering supporting evidence by their medical practitioner, we will reimburse these charges if the customer provides a receipt with their application.

You must let us know if your circumstances change and you’re no longer eligible. If you’re no longer eligible and you don’t tell us, we can remove you from the scheme immediately.

To be accepted onto the schemes the customer must be on a meter or fixed assessment charge (only where there has been a failed meter application) and:

1. Complete an affordability assessment so we can make sure you are receiving the lowest possible bill (mandatory for WaterSure Plus);
2. Give permission for us to validate their benefit receipt and if requested provide evidence of current benefit entitlement; and

• provide supporting evidence of either their eligible medical condition or receipt of child benefit for 3 under the age of 19 living at the address  or more children to complete their application. (the person who meets the qualifying benefits criteria as specified in clause 2 must also receive child benefit for all those children).

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 benefits. Where this is not possible, we will set up an alternative payment plan for you.

United Utilities’ decision in relation to a person’s eligibility for the WaterSure Plus scheme will be final.