Low income discount

To work out your bill percentage, take your annual bill amount and divide it by your annual income (after tax), then multiply this number by 100.

To work out your bill percentage, take your annual bill amount and divide it by your annual income (after tax), then multiply this number by 100.

Here are some examples:

We're happy to calculate this figure for you if it helps. Please email supportplus@nwl.co.uk with your customer account number, income information and housing amounts, and we'll check it for you.

Yes you can apply by email.

Please email the information listed below to supportplus@nwl.co.uk. Once we receive your information, we'll contact you within ten working days. 

• Name
• Address
• Date of birth
• Account number (can be found on your bill or in your online account)
• Attach copies of your supporting evidence. See below to find out what you need to provide.

Supporting evidence

I'm employed and only receive wages

Employed

Two most recent wage slips or two months most recent bank statements showing your wage.

Self employed

Tax Credit award notice for 2023/24 or end of year tax return for 2022/23 if you do not receive Tax Credits.

Working Tax and Child Tax Credit 

Tax credit award notice.

Tenant at the property

Proof of any Housing Benefit you receive along with proof of your rent payments. (even if this is paid directly to your Landlord).

Owner of your property

Proof of your mortgage payments.

Children in the property

Proof of your Child Benefit, Child Tax entitlements and Child maintenance payments.

I'm employed and also receive benefits

Employed

Two most recent wage slips or two months most recent bank statements showing your wage.

Self employed

Tax Credit award notice for 2023/24 or end of year tax return for 2022/23 if you do not receive Tax Credits.

Working Tax and Child Tax Credit 

Tax credit award notice.

Benefits such as Job Seekers Allowance, Income Support, Employment & Support Allowance, Carers Allowance

Two months most recent bank statements or your latest benefit award letter.

Tenant at the property

Proof of any Housing Benefit you receive along with proof of your rent payments. (even if this is paid directly to your Landlord).

Owner of your property

Proof of your mortgage payments.

Children in the property

Proof of your Child Benefit, Child Tax entitlements and Child Maintenance payments.

I receive Universal Credit

Please provide all pages of the last two Universal Credit statements.

Usually, the statement will show the following information:
• Standard Allowance
• Housing costs
• Total before deductions
• List of other income – (Wages / Other Benefits)
• List of any deductions
• Total after deductions

Please note, we do not include any deductions being made to your full entitlement for advances/loans. This is due to the fact these are temporary and will eventually end.

If your housing costs are not included in your Universal Credit Statement, separate proof of this will be required. You can sign into your Universal Credit statements by going to www.universal-credit.service.gov.uk/sign-in (opens new window).

I'm retired

Pension

Proof of your State Pension and Private Pensions.

Tenant at the property

Proof of any Housing Benefit you receive along with proof of your rent payments. (even if this is paid directly to your Landlord)

Owner of your property

If you have an outstanding mortgage, proof of your mortgage payments.

I'm retired and receive Pension Credit

You don’t need to send anything. We just need to know whether you make a joint claim or a single claim for your Pension Credit. Let us know how much your mortgage or rent it and the amounts of any other income. 

I'm a student

Proof of all student finance, loans or bursaries.

Tenant at the property

Proof of any Housing Benefit you receive along with proof of your rent payments. (even if this is paid directly to your Landlord)

Owner of your property

Proof of your mortgage payments.

I don’t have any income

If you have no income due to savings and aren’t able to qualify for any benefit support we are unable to offer you this tariff.

If you want to get some independent advice about how to manage your bills, we work in partnership with Step Change - they are a charity that assists people who are struggling financially and they do not charge for their services. You can call them for help on 0800 138 1111, or visit their website www.stepchange.org (opens new window) to get help online.

If you complete an assessment with Step Change, please email your income and expenditure details to us at SupportPLUS@nwl.co.uk or send them to Essex & Suffolk Water, PO Box 300, Durham, DH1 9WQ, as you may qualify for extra support. In some cases, we can write off part of your arrears.

Don't worry, we may be able to help you.

If you're struggling to pay the bill, talk to us. Call us on 0345 782 0111 or send us a message on WhatsApp (opens new window).