Southern Water Customer Hardship Fund

For this current financial year, Southern Water are setting up a new fund to help vulnerable customers who maybe struggling financially or need additional help in some way, such as with repairs in the home or white goods etc.


Please see below for the three types of support available together with the attached application form.


Detail of the scheme:


There are three different types of support available –

Bill Reduction Up to 50% one year bill reduction for customers who have hit temporary hard times.


Debt write-off of up to £2000 for customers who have managed to get back on track with payments but will never be able to repay their debt.


Grant of up to £1000 to make improvements to a customer’s home (this might be the purchase of white goods that a customer cannot afford to replace, repairs to heating or water systems that they cannot afford, etc.). One item per household.


Eligibility criteria:


Bill reduction:


Household income is greater than current Essentials threshold (£21,000).


Customer expenditure significantly outweighs income due to a temporary shock – such as bereavement, main earner’s loss of employment, sudden additional caring responsibilities.


Customer fully expecting circumstances to improve.


Debt write-off:


Customer is making regular payments that cover (or nearly cover) current usage.


Customer has a significant debt (over £500) that has accrued due to circumstances outside of their control (such as financial abuse by a partner, mental health breakdown, prolonged absence from work).


Customer is unlikely to be able to ever clear the debt.




Customer faces significant financial hardship with no support network.


Although paying their water bill, customer cannot afford basics (such as proper food, clothes or heating).


Customer already benefits from a reduced bill.


There is something that can be done to provide long term benefit (such asa replacement washing machine or a plumber to fix a leaky toilet) or assistance in a crisis (such as food vouchers). One item per household.


Application process: Southern Water Affordability Team on 0800 027 0800 or by email at


Decision process: Decisions will be made monthly by a Southern Water panel of senior management, with customer being informed shortly afterwards. A payment plan must be agreed and set up going forward.

Information and advice
Additional needs catered for:
Key words - separate with a comma: hardship, debt, energy, support, funding, debt advice, information, grants, water debt, water supplier
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