United Utilities Support for People Affected by COVID-19

09 Jul 2020
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United Utilities are extending support to people affected by COVID-19 who are having trouble paying their water bills. The following information has been provided by United Utilities themselves:

New scheme launched for people struggling to pay their water bill due to COVID-19

United Utilities has amended an existing scheme to appeal to more customers who have been affected financially by COVID-19. 

Their ‘Back on Track’ scheme already helps customers on low incomes who receive benefits or tax credits to reduce their water bill.

However, due to the large number of customers who are struggling to pay their water bill due to their income being affected by COVID-19, they have now amended their existing criteria to also offer support to these customers.

Jane Haymes, affordability manager at United Utilities said: “The financial impact of COVID-19 has affected so many of our customers, many of whom are finding it difficult to pay their water bill due a change in their existing income. We’ve therefore amended our existing Back on Track scheme so that customers whose income has been affected can now apply to have their water bill reduced up to the end of March 2021.”

The scheme has a number of tiers and the amount customers pay depends upon their existing income and expenditure. Customers complete an affordability assessment as part of the application process and will also need to provide evidence such as a letter from their employer confirming they have been furloughed under the Coronavirus Job Retention Scheme (CJRS), confirmation from HMRC that they are benefiting from the Self Employed Income Support Scheme (SEISS), or a redundancy notification.

For further details about the scheme and eligibility criteria, please refer to the Back on Track scheme with the Hardship Hub.

You can also download the full application pack from the United Utilities website by following this link.

To apply, customers can either send back the application form included in the pack or compete the online affordability form at myaccount.unitedutilities.com/difficultypayingbill 

Customers can also call the affordability team at United Utilities on 0800 072 6765 to apply.


“Thank you so much for your help in getting me set up in my new home” 

Anonymous – WHA Resident

“We’re really grateful for the excellent service we received from Warrington Housing Association’s Money Adviser and the extra money has made a big difference, helping us hire a gardener and be able to go to LifeTime more often where we enjoy singing in the choir”

Mr & Mrs Holland – WHiA Customers

“I’m so grateful to Warrington Housing Association for reaching out to me to make sure I’m claiming my full benefit entitlements”

Ms Heseltine – WHA Resident

“We couldn’t have navigated the benefits system without the fantastic help we received from Warrington Housing Association’s Money Adviser”

Andrew & Eileen – WHA Residents

“I felt like a big weight had been lifted off my shoulders and that I had somebody on my side”

Barbara, WHA resident

Warrington Housing Association 

Contact Us

Tel: 01925 246810
Fax: 01925 246814
Email: admin@wha.org.uk

Warrington Housing Association, the Gateway, 89 Sankey Street, Warrington, WA1 1SR