Changes to tenants Thames Water bills

Water coming out of tap

On 1 April 2020 Thames Water are making the change to bill our tenants directly. This means we will stop adding fixed costs for water to our tenants weekly rent and service charge bills from this date. Tenants will then pay Thames Water directly for their water use.

Thames Water made this decision to start working directly with council tenants to build a more personal relationship and find out what help it could provide. Many tenants can also benefit from a special rate and could get money off their bill.

You can find out more about this within our Frequently Asked Questions document.

What do tenants need to do?

As Thames Water will send you your bill directly, you will need to ensure they have the correct personal details for you and let them know how you will pay your water bill. This can be done online at (opens new window) or by calling 0800 009 4238 - they can explain more about their service including how to pay their bills.

We have also written to all tenants in January 2020 to let them know about these changes.

How tenants can pay Thames?

Thames Water are writing to all tenants and providing PayPoint cards automatically. They will offer 12 month payment plans, as they understand some residents may not be able to pay their water bill yearly.

There are a range of alternative payment methods for residents to pay Thames Water, from direct debit, debit or credit card, payment by phone, payment plans, pay at the post office, pay at a bank, payment by post (cheque – made payable to ‘Thames Water Utilities Ltd'), setting up a payment plan, paying at a PayPoint outlet or paying through on line banking.

Help with payments

Tenants and leaseholders experiencing financial difficulties can apply to be put on the WaterSure* Plus social tariff which could see their bills reduced by 50 per cent.

There are several ways to sign up for Thames Water’s WaterSure Plus tariff but the easiest is online. They assess eligibility on a case by case basis. All you have to do is register, and then they will contact you to discuss your situation and the best way forward – such as bill reductions and water saving tools.

Register for help paying your bill (opens new window).

Free advice and support

You can find out more about this within our Frequently Asked Questions document.

If you have any questions in relation to these changes or housing services including if you would like some help with your rent payments – please call us on 0800 358 3783. You can also contact the team by emailing

Find out more about support and benefits


* From April 2020, WaterSure Plus will be renamed WaterHelp. It has the same criteria and benefits, only the name has changed.