If you're affected by COVID-19 (Coronavirus), we want to help.


What is a payment break?

COVID-19 has affected lots of people, both personally and financially. During this time we can offer a payment break for anyone who is temporarily unable to make their payments, so there's no need to worry about the bill during this difficult time.

Give as much detail as you can in this form so we can agree on the most suitable payment break for you.

Payments from the break will be spread out across the year so you can catch up again.

Please note, the missed payments during the break period will be collected in future payments. This scheme is not suitable for customers who will be unable to make up their payments in future months. If you feel you will be unable to afford your payments after the break, please see our range of financial support schemes here.

Please note, this application will be recorded under the first person named on the bill. 

Direct Debit payments

Your payment holiday will start from your next payment, however if your payment is due in the next 10 days, we may not be able to stop your Direct Debit payment from being taken. In this instance, the payment holiday will start the following month.


Your full name:

Your customer account number (you can find this number on a recent bill from us):

Your date of birth

Your address (please make sure you include the post code):


Do you currently have a Direct Debit?

If you have a Direct Debit, what date is it usually paid from your bank?


Do you have a water meter?

Can you tell us what your circumstances you are in, that mean you need a payment break?

For example, are you self-employed, or have you found yourself unemployed as a result of COVID-19, or do you expect to earn less money now? This information is used by our teams to give you the best arrangement possible.



Please tell us any more information, so we can give you as much help as we can:


Are you registered for our free Priority Services?

Our Priority Services are here for all our customers who would like a little extra help.

We offer:

  • a password scheme, so you know when our team visit you
  • accessibility and language translation
  • mobility awareness, so we know if you need more time to answer the telephone, door or if you need access to your property
  • Text Relay and British sign language translation
  • bills and letters in Braille, large format or audio CD
and lots more.

It's easy to sign up online, and remember to let your family, friends and neighbours know, so we can help as many people as we can.

Would you like more information about Priority Services?

Contacting you

Our teams are very busy right now, and many are working from home. Please give an email address, so we can contact you with information about your application.


Please give us your email address, so we can get back to you once we've checked your application:

Please give us a contact number (optional, please note we're using email so our vulnerable customers are able to call us):