COVID-19: extra help for customers in England

The temporary protections for customers in financial difficulty, set out in the English Customer Protection Code of Practice, changed on 1st June 2020. If your premise(s) has/have been marked as ‘vacant’ by Everflow Water then you will continue to be protected from having to pay any extra charges; from enforcement action; and from the threat of disconnection for the non-payment of bills or invoices until you reopen (or when we remove the vacant status). In the case of multisite businesses, all premises must be vacant for you to be protected.  


We have updated the notice on our Terms and Conditions for all customers, in line with this change. Please click here to read the revised Terms and Conditions.  


COVID-19 Repayment Scheme  


If you are open but worried about keeping up with your payments, we may be able to help you. Our dedicated COVID-19 Repayment Scheme offers a range of payment plans.  


Our pre-arranged payment plans mean we can agree with you in advance to defer a proportion of your bill for up to a maximum six months, which will then be paid back in instalments over the following months.  


If you are already behind on paying your charges, we can offer you a repayment plan. 


In order to access our Repayment Scheme, you will need to demonstrate that you have already attempted to access government support, or have a good reason for not doing so. If you haven’t already, then we recommend that you explore the range of measures on offer from the government to provide support to businesses at this time here.  


All repayment plans will be agreed on an individual customer basis, through our Credit Control team (tel: 01740 618950) who will review each customer’s circumstances to agree an appropriate repayment plan. If in doubt about your eligibility, then call us and we will talk you through what we can offer you. 


The table below sets out three levels of payment plan that we are offering to customers in advance, and three levels of debt repayment plan that we can offer. Please click here, or on the table to view the PDF.

Terms and Conditions for the COVID-19 Repayment Scheme 


  • The Repayment Scheme will be open until 31st March 2021, or until such time as the English regulator Ofwat determines, to help non-households in England manage their cashflow. After March 31st, we appreciate that customers may continue to experience financial difficulty. Although the scheme will be closed, support will still be available as usual. You should contact us if you are struggling and we will always review your circumstances and see what help we can give before initiating our debt collection process. 

  • If you are unable to make a payment on your plan, you should contact us before the failure, and we will negotiate a new plan with you. If you do not:  

  • Contact us prior to failing to make payment; or 

  • Make the payment within 5 business days of it being due; 

then we will apply late payment charges. We will attempt to contact you, but if we cannot reach you we may escalate to enforcement action. 

  • If you do agree a payment plan with us and then decide you want to end the plan early, you can do so by contacting us. If your plan includes interest charges, these will be included in the bill which follows your final scheduled repayment of deferred charges. 

  • We will review the scheme at regular intervals over the coming months, and consider whether and on what terms we will offer extensions to payment plans beyond the agreed period. We will update our website if and when changes are made.  

Everflow Limited, Wynyard Business Park, TS22 5FG

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