Award-winning scheme helps Richmond residents save on water bills

An innovative Richmond Council initiative supporting residents struggling with water costs has won high praise at the IRRV 2025 Performance Awards, receiving a commendation for Excellence in Partnership Working.

The pioneering programme, delivered with Thames Water and Policy in Practice, automatically enrols eligible low-income households in water arrears for Thames Water’s WaterHelp discount.

The scheme has already benefited more than 600 Richmond households, saving them an average of £327 a year – all without residents needing to apply or navigate forms.

Councillor Jim Millard, Lead Member for Finance, said: “This award highlights the tangible difference this council is making for local people, supporting residents in need by streamlining access to crucial financial help.

“We’re helping people save money on their water bills – by cutting out the paperwork and getting support straight to those who need it.”

Lisa Poole, Assistant Director of Parking Compliance and Rent Collection Service, said: “I am delighted that the value of this partnership has been recognised.

“By using data and technology collaboratively, we’ve created a scheme that reaches low-income residents directly, ensuring support gets to those who need it most, and has generated more than £200,000 in total savings.”

Richmond Council continues to provide practical support to ease financial pressures, including winter fuel payments, free school meals, school uniforms, energy vouchers, and council tax relief.

“The WaterHelp scheme shows how proactive, partnership-driven approaches can deliver real, measurable benefits for our community,” added Councillor Millard.

Support and information

Visit the Richmond Cost of Living Hub for help with household bills, employment, and local services. Sign up for cost of living updates direct to your inbox.