Over 1,700 Islington families get automatic help with water bills

The council has partnered with Thames Water and data analytics company Policy in Practice to identify residents who qualify for support and enrol them automatically, without the need to apply. 

So far, the scheme has helped 1,725 households save an average of £368 a year – a total of more than £634,000 in support. The initiative comes as water bills have risen by an average of £123 (26%) across the sector in the past year. 

The project is the first of its kind in the UK and works by using council benefits data to match residents with Thames Water’s affordability schemes.  

Cllr Santiago Bell-Bradford, Deputy Leader and Executive Member for Inclusive Economy, Culture & Jobs said: “We’re determined to make Islington a more equal place, where everyone has the support they need and are entitled to.  

“This innovative partnership is making a real difference to families who need it most. 

“Initiatives like this sit within a much wider package of support we have put in place to help tackle poverty and the cost of living – from putting more than £12 million back into residents’ pockets over the past 18 months by helping them claim benefits and entitlements, to reducing expenses and debt and creating new pathways into employment.  

“With the cost of living continuing to hit many households hard, removing barriers to support means we can help residents manage rising costs and build a more secure future.” 

Nina White, Director of Income at Thames Water, said: “We are passionate about supporting customers who are struggling to pay their bills and this partnership with Policy in Practice allows us to reach thousands of Londoners who previously may have been unaware that our WaterHelp scheme can help them. We’re looking forward to the rollout extending to 18 boroughs across London, with customers enrolled on the scheme automatically if eligible.” 

Deven Ghelani, Director and Founder of Policy in Practice, said: “Rising water bills put real pressure on families already struggling to make ends meet. By using data to identify and automatically support households who are eligible, our partnership with Thames Water and local authorities ensures help reaches people quickly, without the burden of navigating complex application processes. It’s a positive step that sets a strong example for the sector.” 

These water schemes offer different types of help depending on people’s circumstances. Most households – 1,718 in Islington – have been enrolled in WaterHelp, which gives a discount on bills for low-income customers. A smaller number, seven households, are in WaterSure, which caps bills for families who need to use extra water because of medical conditions or large households. Another 191 households are in the Extra Support Scheme, which helps people who are struggling with arrears and can reduce water debt by up to £700. 

The scheme is now being rolled out to 18 boroughs across London, with total support expected to exceed £10 million. A pilot in Richmond and Wandsworth identified 2,500 eligible customers, saving nearly £400 each on average. Residents don’t need to do anything – if they’re eligible, they’ll be enrolled automatically.