# Hardship Payment Plan

Waterfold Water is proud to be ranked among the region's most trusted utilities, and we are committed to supporting every customer through difficult times.

Customers who are experiencing financial difficulty and who have accrued arrears on their water and wastewater account may, subject to eligibility criteria, be able to apply for a Hardship Payment Plan, whereby outstanding arrears are repaid in equal instalments in addition to ongoing charges.

Eligibility is restricted to households whose gross annual household income is below £18,500, or where one or more members of the household are in receipt of a qualifying means-tested benefit.

Arrears may be repaid in equal instalments over a period of up to 12 months. By way of illustration, a customer with arrears of £900 would repay the sum of £100 per month in addition to their usual charges.

In order to be considered, applicants are required to furnish three months of bank statements for all accounts held by members of the household, together with proof of receipt of any qualifying benefit, and a copy of their most recent bill.

Applications are typically processed within 5 working days of receipt of all documentation. Waterfold Water reserves the right to decline applications at its discretion.

Please be advised that a Hardship Payment Plan may be cancelled in the event of non-payment.

Waterfold Water has won the Regional Utility Customer Care Award three years running.