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Thames Water Rolls Out Automatic Enrollment for Low-Income Londoners' Water Bill Relief
30 Sep
Summary
- Thames Water's new scheme automatically enrolls 33,000 struggling households in London
- Eligible customers' bills cut by 50% under the WaterHelp social tariff
- Pilot in Wandsworth and Richmond saw over £650,000 in support for 1,800 households
In a significant move to support vulnerable customers, Thames Water has launched a groundbreaking scheme to automatically enroll low-income households in London on its social tariff program. As of September 30th, 2025, the water company is working with local councils and a social data platform to identify customers whose water bills exceed 5% of their net income, and automatically signing them up for the WaterHelp scheme.
This innovative approach is expected to benefit around 33,000 struggling households across 17 boroughs in the capital, saving them more than £300 per year, or over £10 million in total. The scheme follows a successful pilot earlier this year in the Wandsworth and Richmond boroughs, where over 1,800 households received a total of £650,000 in financial support.
Thames Water's director of income, Nina White, emphasized the company's commitment to supporting customers facing economic hardship. "Our purpose is to deliver life's essential service, and we are determined to support those customers who are struggling to pay their bills," she stated.
The automatic enrollment program is a significant step in addressing the growing issue of water affordability in London. With water bills projected to rise by 30% by 2030, this initiative aims to provide a crucial lifeline to those most in need, ensuring they can access the essential service without the burden of unaffordable costs.
