With cold weather predicted, Affinity Water is offering help to its customers if they are struggling to pay their water bills.

James Tipler Affinity Water’s Head of Billing and Debt Management commented:

“Affinity Water provided help to its customers at the start of the Covid19 Pandemic. Over the past eighteen months we have been conscious how much more help our customers now need to pay their bills given that many will have been furloughed and others may have lost their jobs.”

The water company is advising its customers that they may be able to cut the cost of their household bills by finding out more about the affordability support that is available to them.

To date Affinity Water has supported over 7,000 customers with a payment break and over 10,000 with a flexible low payment arrangement. Another 2,000 customers have received help to budget and pay for their water through the Water Direct scheme.

Another 83,000 customers are eligible for the social tariff, LIFT. This provides customers with a discounted bill totalling £5.5m of financial support. In addition, the company also helps its LIFT customers apply for appropriate discounts on their waste charges with their supplier

The low income, fixed tariff (LIFT) is available to all customers who are earning less than £16, 385 a year, or who are currently claiming benefits; such as Universal Credit or Job Seeker's Allowance. Customers who are eligible for this tariff, will receive a fixed-price bill each year for clean water.

Another payment scheme, WaterSure is aimed at metered customers who claim benefits and have a large family of 3 or more children (under the age of 19 and in full time education) or have a medical condition that requires the use of extra water. It works by capping the charges, so additional water usage is not chargeable.

For those already in arrears there is a Water Direct Scheme run with the Department for Work and Pensions where an amount is taken from their benefits directly to ensure that the debt does not escalate.

Affinity Water is also working with National Debt Line to ensure customers know how to get free advice and resources to help them deal with their debts.

Affinity Water helping over 100,000 customers to pay their bills

Liz Freitas, Affinity Water’s Customer Operations Inclusive Services Engagement Manager said:

“We are helping over 100,000 customers to pay their bills through a range of different schemes we have launched to assist them. As the cold weather approaches, we know that customers become concerned about their winter household bills, so it is important for them to be aware that if they are struggling to pay their water bill they should reach out to us for help sooner rather than later.

“As the UK’s largest water only company and one that has close links to the communities, we serve in the South East of England we have devised a number of different measures that will help those in most financial need this Winter.”