Thames Water to double its trust fund to support customers through COVID-19

COVID-19: Our members taking responsible business action

“Our essential service means we have an important role to play in supporting our communities and we want to make sure any family who has been financially hit by coronavirus has access to free debt advice and one-to-one counselling.  

“By doubling our trust fund, we’ll be able to donate more to the debt advice providers we work closely with and help our customers who need extra support during these challenging times.

“Our customers rely on the water and services we provide every day and in this time of uncertainty, we’re here to help.  We know some of our customers will have been significantly financially impacted by the coronavirus outbreak and we’ve launched flexible payment options and committed £4m towards our customer assistance fund this year so we can help those most in need of support.

“With over 150,000 registered customers, our WaterHelp financial support scheme is currently the largest of its kind. We’re committed to providing options for customers who are worried about the cost of their bills and we’re extending this scheme to help 150,000 more customers by 2025.” 

Kelly Macfarlane, Thames Water’s customer experience director

Thames Water has announced it will double its trust fund donation to £1m to support customers in financial need during the COVID-19 pandemic.

The independent Thames Water Trust Fund, which is funded by the company’s shareholders, provides grants to third sector organisations, such as Citizens Advice Bureau, that offer Thames Water customers long-term support and free debt advice.  

Providing flexible payment options

It also provides grants for essential household goods, including washing machines, fridges and beds, to customers whose long-term circumstances suggest they will not be able to afford these items. 

To further help customers affected by the COVID-19 outbreak, Thames Water is providing flexible payment options and committing £4m this year to its customer assistance fund, which provides one-off grants to help customers pay off arrears on their water bills.  

The increase means Thames Water, which supplies water and waste services to 15 million people, will be the largest charitable funder of debt advice within the Thames Valley region.   

Thames Water has signed the COVID-19 Business Pledge, which encourages businesses and universities to be a force for good by making a commitment to doing what they can to tackle the COVID-19 pandemic. Thames Water is also one of eight utility networks that have teamed up to give a £500,000 boost to community foundations during the pandemic.  

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