The city of Portsmouth offers targeted assistance to residents facing difficulties with their water and sewer bills. This support is designed to provide short-term relief rather than long-term benefit, focusing on senior citizens and low-income families experiencing a one-time crisis. The programme aims to help offset the rising costs of utility expenses through discounts or financial credits. Eligibility is determined by household income, with a formal application process that considers total income levels, savings, and the number of legal residents in the home. The assistance operates on a sliding scale, where discounts are more substantial for larger households with higher incomes. For example, a five-person household could receive up to a 25% discount on water and monthly sewer costs, potentially saving around £570 per year, while a single-person household might see a reduction of approximately £25 per month. The programme is time-limited, intended to provide a temporary window for households to increase income or implement conservation measures, such as installing low-flow toilets. The city encourages residents to explore this option to prevent account shut-offs and also mentions the availability of temporary financial assistance as an alternative.
For residents managing their Portsmouth water accounts, the utility provides online services for account creation, login, and payment. Customers can pay their bills using credit cards, debit cards, or direct deposit, with options to set up recurring payments or make one-time payments without needing an account. The service for stopping or starting water supply typically requires two business days' notice. For queries, issues, or comments, residents can contact the main customer service line or use a contact form on the City of Portsmouth's website. In the event of an emergency, such as a broken water main, there is a 24-hour contact number. Portsmouth Water Works is also required to publish annual Consumer Confidence Water Quality Reports under the Safe Drinking Water Act, which provide information on local drinking water quality.