A weird thing happened today!

Gonk1967

So, last April we decided our water rates were too high (£1,200 for a 3 bed semi) and asked Wessex to fit a meter which was duly installed in May.

Fast forward to December, we had our first reading which was a staggering 620 cubic metres which works out at 2.44 cubic metres per day (the average is 150 litres per person per day and with three of us should only be 450 litres per day (0.45 cubic metres)). Obviously there was a leak.

Today we've had the supply pipe replaced and all seemed hunky dory. Now though, the downstairs toilet keeps filling and overflows (we've had to shut the water supply to it off) and the upstairs toilet won't fill at all and we're having to use the bath shower head to fill the cistern.

Anyway, we've called our plumber who is coming out in the next day or so.

Lorian

Probably muck got in the valves if they filled before the new pipe was flushed.

MouldyOldDough

I've been having a different sort of problem with Wessex water !

At least 6 years ago, (THAT'S AS FAR AS BILLING IS AVAILABLE). Wessex water have been paying me for the privilege of providing water to me. normal bills stopped and credits started to appear on my bills and in my bank account. to start with it was small sub £10 payments, quarterly - then about 12 months ago - larger payments (£80 + ) started to appear. i contacted them 3 months ago and eventually, two weeks ago, i received a reply "oh,, the meter must be failing" - they changed the meter and put me on

https://www.wessexwater.co.uk/bills-and-accounts/help-to-pay-your-bill/bill-cap-scheme-watersuretariff - I expected £37.33 per month from now on - but two days ago - my bank account was credited with £80.

I'm keeping schtum - I've done my bit and told them - I have tried to inform them - but my emails bounce - I have proof of that.

Serves Wessex Water right for not following the rules - according to OFWAT - water companies are supposed to put anyone who uses more than average water for health reasons on WATERSURE tariff - not just those on means tested benefits - wessex have failed to follow OFWAT rules….

Gonk1967

Urgh, still got a leak. Wessex Water Home Check came out and discovered the dial was still spinning even when the tap under the sink is turned off….. back ont the insurance company to get the contractor back out.

Gonk1967

https://forums.moneysavingexpert.com/discussion/comment/81966422#Comment_81966422

Yeah, the plumber cleaned out the flushes and it seems to be working ok now.

debitcardmayhem

https://forums.moneysavingexpert.com/discussion/comment/82062710#Comment_82062710

Sorry but you have to have benefits.

QrizB

According to OFWAT - water companies are supposed to put anyone who uses more than average water for health reasons on WATERSURE tariff - not just those on means tested benefits

Not according to OFWAT.

OFWAT's website here:

https://www.ofwat.gov.uk/households/customer-assistance/

… sends you to the CCW website here for details of the Watersure scheme:

https://www.ccw.org.uk/faq/what-is-watersure/

… where the qualifying criteria include:

2. You or someone living in your household receives one of these benefits:

— Universal credit

— Housing benefit

— Pension credit

So DCM is right when they say:

Sorry but you have to have benefits.

MouldyOldDough

https://forums.moneysavingexpert.com/discussion/comment/82064066#Comment_82064066

1. GOV.UK — Current Ofwat/Defra WaterSure rules

https://www.gov.uk/government/consultations/reforms-to-the-watersure-support-scheme 

*“WaterSure caps bills for low-income households on means-tested benefits who need to use high levels of water because they have either:

a qualifying medical condition

3 or more children in the household”* 

Key point: For medical conditions, the “means-tested benefits” bit applies to the family route. The medical route just needs the condition + high water use.

2. CCW recommendation that’s now law — PIP/DLA added

CCW told Defra to add non-means-tested disability benefits: 

“Adding these benefits (Personal Independence Payments (PIP), Disability Living Allowance (DLA) and Attendance Allowance) as alternative eligibility criteria, alongside income-related benefits, would expand the number of households eligible” 

Translation: PIP counts. Income doesn’t. Two water companies already do this. Wessex must follow Ofwat rules.

3. Citizens Advice — lists medical conditions

https://www.citizensadvice.org.uk/consumer/water/problems-with-paying-your-water-bill/watersure-scheme-help-with-paying-water-bills/ 

*“If your household has a high essential use of water this means:

someone in the household has a medical condition for which they need to use a lot of water”* 

Incontinence is specifically listed:

“People who have one of the following medical conditions will automatically qualify… - incontinence” 

QrizB

Your AI chatbot is misleading you (the links you've shared redirect via meta.ai URLs).

From the Citizens Advice link, for example:

WaterSure is a scheme which helps some people with their water bills. To apply for the scheme, you must be on benefits and need to use a lot of water either for medical reasons or because your household has a certain number of school-age children. You also need to be on a water meter or be waiting to have one installed.

Note the "you must be on benefits".

It goes on to say:

Which benefits you need to be on

The benefits you need to be on depends on your supplier. You should check which benefits they cover.

All suppliers offer WaterSure if either you or someone in your household get one of the following benefits:

Universal Credit

Pension Credit

Housing Benefit

income-based Jobseeker's Allowance

Income Support

income-related Employment and Support Allowance

Some water suppliers also offer WaterSure if you're on Disability Living Allowance or Personal Independence Payments. You should check with your water company if you're not sure if they cover these benefits.

There's nothing there to suggest that all suppliers are obliged to offer the Watersure tariff to DLA or PIP recipients.

QrizB

Also:

CCW recommendation that’s now law — PIP/DLA added

That's not exactly true. Per the consultation:

https://www.gov.uk/government/consultations/proposed-reforms-to-the-watersure-support-scheme/outcome/summary-of-responses-and-government-response#next-steps

As of March this year, DEFRA had not yet brought forward the necessary secondary legislation. Unless you can identify that these Regulations have been laid before Parliament, have passed and have been implemented, it's still a change that's pending Government action.

Per the MSE article, it's not expected to enter into effect until 2027:

https://www.moneysavingexpert.com/news/2026/03/watersure-scheme-eligibility-changes/

And the Government press release:

https://www.gov.uk/government/news/reduced-bills-for-around-300000-households-in-watersure-reform

Which says, right at the bottom:

The reforms, which are set to come into force in early 2027, will be funded by an additional £1.14 onto the bills of other water customers.

So, no change yet.

wakeupalarm

https://forums.moneysavingexpert.com/discussion/comment/82062710#Comment_82062710

Maybe they are paying you some employees money

https://www.theguardian.com/money/2026/jul/13/yorkshire-water-paid-money-mistake