Affinity Water and Scottish and Southern Electricity Networks (SSEN) have joined forces to help West London customers in vulnerable circumstances to access free, additional services across both utilities.

The organisations have used data and mapping tools to identify certain areas where it is understood there is a higher proportion of elderly residents and cases of social isolation and are working together so customers across both utilities can access the Priority Services Register (PSR).

Rosemary Butcher, SSEN’s PSR Team Manager explained the companies are aware that a small number of households in the Hillingdon area could benefit from the free services that are being offered by SSEN and Affinity Water.

Around 3,600 households in the London Borough of Hillingdon have now received an explanatory letter to highlight the financial support available to help with water bills and to promote Affinity Water’s Priority Services Register through SSEN.

The letter, which is jointly designed and distributed by Affinity Water and SSEN sets out easy routes for customers to reach each organisation and encourages them to sign up for the free services available.

James Tipler, Head of Financial Support and Service Delivery for Affinity Water said:

“We know that households are facing a tough time now and under pressure to make ends meet so we wanted to join together with our partners to let our customers know that we can help and to encourage them to contact us.”

Affinity Water’s Inclusive Services Engagement Manager, Liz Freitas added:

“We wanted to draw our customers attention to the discount that Affinity Water can offer some of its customers as well as registering with SSEN for the PSR and we felt that a personalised letter would be a better way of reaching these customers.”

“We would encourage anyone who believes that they, or a family member or friend, could benefit from these services to contact our friendly teams to see how we can help and support them.

“SSEN is keen to ensure customers are prepared for any emergencies and would also ask any customers who would like to discuss personal resilience planning to get in touch with our trained PSR teams.”

Customers are eligible for the Priority Services Register if they:

• Have a disability
• Have a chronic illness
• Use medical equipment/aids reliant on electricity
• Use oxygen in the home
• Are over 60
• Live with children under five
• Have poor mental health
• Are blind or partially sighted

Depending on circumstances, Affinity Water may also be able to help reduce how much customer's pay for water through their low-income tariff (LIFT), which is a fixed discounted charge.

The tariff is available to customers who are earning less than £16,480 a year, or who are currently claiming benefits, such as Universal Credit or Job Seeker’s Allowance.

If eligible for the tariff, customers will receive a fixed-priced bill each year for clean water and to help keep payments simple and affordable, they can also make smaller, monthly payments throughout the year.