Anglian Water has announced a £70 million package of customer support throughout 2024 for those struggling with the cost of living. The utility said the package will help an estimated 380,000 customers over the next year.

Anglian Water is highlighting the support packages it has available, which can be tailored to help those most in need. This includes discounted tariffs on water bills of up to 50 per cent for eligible customers, temporary payment plans, forgiveness schemes, payment breaks in certain circumstances. It also includes direct support through the Anglian Water Assistance Fund, which is specially designed to help cover the cost of bills when people are going through the most challenging times.

The support is part of a longer-term package that has seen the water company set aside more than £336 million since 2020 to help those customers who need it most. To date, more than 1.3 million customers have benefitted from Anglian Water’s extra assistance since 2020.

Last year, the company provided more than 320,000 people with affordability support, but this is expected to increase by thousands this year as people continue to struggle with the cost of living.

From 2025, the water company is proposing an even bigger support package for customers, which will include an industry first, Medical Needs Discount. This discount will provide direct financial aid to those with specific medical needs which create a high-water dependency, for example, those requiring vital medical equipment such as home dialysis. The plan is currently with industry regulator Ofwat for approval.

Anglian Water’s Director of Customer and Wholesale Services, Pete Holland said:

“We know times are still tough for lots of our customers, with many bills increasing again this year, including water. We do all we can to keep bills affordable but we want people to know there is support available for anyone struggling to pay.”

The package will also signpost customers to potential government benefits they may be able to claim through a designated Extra Care team. The Extra Care Assessment is intended to help customers check their eligibility for other financial help and benefits they may be entitled to, to help with the cost-of-living. 

Since 2020, the team has signposted customers to more than £12.5 million of potential unclaimed benefits, with some customers receiving up to £3,000 of extra benefits following Anglian Water’s assessment.