Our debt collection process
We know that being in debt can be stressful and it can be hard to make the first call. Here's how we can help if you are in arrears on your account.
We work with Debt Collection Agencies to contact customers and collect payments on our behalf. If you have received a letter from them, the best thing to do is to respond to them by the contact methods in the letter. Their friendly advisors will be on hand to work with you in a non-judgmental way to get you back on track
-
Request a call back about custom payment plans
One of our friendly advisors will then call you back to agree a suitable way forwards. You can do this using our online form.
-
How we work with credit reference agencies
Find out how we work with credit reference agencies and how it could affect you.
-
Customer Assistance Fund
The Customer Assistance Fund is designed to help those in severe financial hardship to clear debt and get on top of their payments.
Code of practice for Unpaid Charges from Household Customers
PDF, 2.4MB
For our policy on unpaid charges and debt collection, please download our Code of Practice.
-
Citizens Advice
Can help with money and housing problems.
-
Welsh Government
Get support and advice from the Welsh Government to help you with the increased cost of living. (opens in new window)
-
Consumer Council for Water
An online calculator for customers struggling with their water bills.
-
DirectGov - Responding to Debt
A government-run website providing advice on the management of debt.
-
Law Centres
Law Centres are independent, and employ lawyers and specialist advisers to assist and represent clients in court.
-
National Debtline
A charity offering free, confidential advice. Their website has specific information on water bills.
-
Payplan
Free debt management plans, IVAs (Individual Voluntary Arrangements) and free debt advice.
-
StepChange Debt Charity
Offers assistance in resolving multiple debts.
-
Money Helper
Provides free and impartial money guidance you can trust.
