Debt collection: A best practice guide for water suppliers

Supporting people with mental health problems

2 April 2025

This best practice guide outlines steps that water suppliers can take to support customers in arrears with mental health problems. It covers the ways in which poor mental health can affect our ability to navigate debt collection processes and shares best practice around disclosure, accessible communications, and repayments.

The guide is informed by our report on utilities debt collection, Connection lost, our work alongside utilities suppliers and the views of members of Money and Mental Health’s Research Community, a group of thousands of people with lived experience of mental health problems.

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Download the guide here.

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We work directly with utilities firms to help them make the changes needed to achieve better outcomes for customers with mental health problems and adhere to regulatory guidance on supporting people in vulnerable situations.

To set up a call to discuss how we can support your team, please email our Mental Health Accessible team: [email protected]

abrdn Financial Fairness Trust funds research, policy work and related advocacy activities. It aims to tackle financial problems and improve the living standards of people on low-to-middle incomes in the UK. It is an independent charitable trust registered in Scotland. The Trust’s name recognises a historic donation from Aberdeen Group plc which led to the foundation of the Trust. The views expressed by the Trust and its funded partners do not necessarily represent those of the Aberdeen Group. For more information see https://www.financialfairness.org.uk/