Great report and post from Money Wellness group, comparing hardship schemes across the water industry. Some interesting obserations at a summary levele.
https://www.moneywellness.com/blog/every-water-companys-hardship-scheme-and-how-to-get-help-with-your-bill
Summary of Tariff Schemes:
| Company | Tariff Scheme | Maximum Discount | Income Threshold | Key Eligibility |
|---|---|---|---|---|
| Affinity Water | LIFT | Bill capped at £95.80/year | £19,995/year | Low income or benefit recipients |
| Anglian Water | LITE/Extra LITE | 50% | Income proportionate | Income vs. bill ratio |
| Bournemouth Water | WaterCare | 85% | Water poverty (>5% disposable income) | Water poverty status |
| Bristol Water | Assist/WaterCare | 88% | Means-tested benefits or low income | Spending >5% income on bills |
| Dŵr Cymru Welsh | HelpU | Variable reduction | <£19,100/year | Income + means-tested benefits |
| Cambridge Water | Assure Safer | 60% (first year) | <£22,011 (+£1,500 per child) | Low income, metered |
| Essex & Suffolk | Low-income discount | 40% | <£26,000/year | Income vs. bill ratio (3%) |
| Hafren Dyfrdwy | Here2Help | 70% | <£23,492–£27,492/year | Income-dependent on household size |
| Hartlepool Water | LITE/Extra LITE | 50% | Low income or hardship | Income & water meter |
| Northumbrian Water | SupportPLUS | 50% | Low income or health needs | Income or health circumstances |
| Portsmouth Water | Helping Hand | Minimum charge cap | <£21,000/year | Income threshold |
| Severn Trent | Big Difference Scheme | 70% | <£23,492/year | Income threshold |
| South East Water | Helping Hand | 70% | <£17,000 (30% if <£21,000) | Low income or qualifying benefits |
| Southern Water | Essentials | 45% | <£22,020/year | Low income or pension credit |
| South West Water | WaterCare | 85% | Water poverty (>5% disposable income) | Metered, low income |
| South Staffs Water | Assure | 60% (first year) | <£22,011/year | Income threshold |
| SES Water | Water Support | 50% | <£19,995 (outside London), <£25,207 (London) | Regional low-income |
| Thames Water | WaterHelp | 50% | Bills >5% household income | High bills relative to income |
| United Utilities | Back on Track | At least £150 saving | <£21,500/year | Means-tested benefits/income threshold |
| Wessex Water | Assist | 90% | Income-based, flexible eligibility | Ability-to-pay |
| Yorkshire Water | WaterSupport | Approx. £270 saving | <£20,000–£26,000/year | Income threshold |
Common Nationwide Support:
WaterSure:
- Bill capped at average metered bill
- Eligibility: Families (3+ children), medical conditions, receiving certain benefits.
Water Direct:
- Direct bill payment from benefits
- Eligibility: Receiving specific benefits, £50+ arrears.
Extra Financial Support:
- Flexible payment plans, debt advice, payment pauses
- Eligibility: Struggling with payments or arrears.
Gaps and Inconsistencies
1. Significant Variations in Income Thresholds
- Wide disparities exist, with income thresholds ranging from under £17,000 (South East Water) to up to £27,492 (Hafren Dyfrdwy).
- Inconsistencies mean similar households may qualify for discounts in one region but not another.
2. Discount Levels Vary Widely
- Maximum discounts range from 40% (Essex & Suffolk) to 90% (Wessex Water).
- Households experiencing similar hardship could have substantially different levels of support depending solely on their location.
3. Complexity and Ambiguity in Eligibility Criteria
- Criteria like “water poverty” (spending >5% of disposable income) aren’t universally applied, leading to potential confusion.
- Some schemes are very specific, while others have flexible, ambiguous criteria (e.g., Wessex Water’s “flexible eligibility” based on ability-to-pay).
4. Regional Inconsistency
- Schemes significantly differ between providers, leading to a ‘postcode lottery’ scenario.
- Households on comparable incomes might face drastically different water charges depending on their provider.
5. Lack of Uniformity in Naming and Structure
- Multiple tariff names (Assist, WaterCare, Essentials, WaterHelp, Helping Hand) create confusion, hindering customer awareness and understanding.
6. Limited Recognition of Vulnerable Groups
- Few schemes explicitly recognise specific vulnerabilities (e.g., medical conditions, families with young children).
- Most rely primarily on income rather than broader vulnerability criteria.
7. Inconsistent Application of Water Meter Requirements
- Some schemes require a metered connection, while others do not specify.
- This inconsistency creates confusion and limits accessibility for certain households.
8. Lack of Standardised Communication
- Varying eligibility definitions, application processes, and support offered complicate effective customer communication.
- Accessibility to schemes could be undermined by confusing or unclear criteria.
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