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Help with Payment Problems Help with payment problems Advice and information We’re here to help If you are having problems paying your water bill, please get in touch with us as soon as possible. We understand that some customers can have difficulties and we are always ready to help. This leaflet explains how we and other agencies can offer advice and solutions if you are having payment issues. Our advisers will discuss We promise not payment arrangements to take action if: with you and look at ways to reduce your water bill. You follow the • guidance in This leaflet is one of a group this leaflet of leaflets which forms our Code of Practice and is • And you make All calls are confidential approved by our regulator a payment and our friendly staff will Ofwat. arrangement offer simple and helpful and keep to it. advice especially for you, You should also get in so don’t be afraid to pick touch if you don’t think you up the phone and call us on are responsible for paying 0800 697 982. the water bill, or if you disagree with the amount you have been charged. 2 Help with payment problems Ways to reduce your water bill Saving water Low Income Tariff (LIFT) Fit a water meter We want to help you reduce If your annual household It may be possible to reduce the amount of water you income is less than £16,105£16,010 the amount you pay for use. We offer advice and or you are in receipt of water in the future by free water saving products housing benefit or Income having a meter fitted. If designed to help you save Support, such as Jobseeker’s you and the people you live water, energy and money. Allowance, you may be with are careful water users, For more information visit eligible for a reduced bill. you might be better off on www.affinitywater.co.uk/ For more information on a water meter. For more savewater our schemes and tariffs and information please visit how to apply please visit www.affinitywater.co.uk/ WaterSure Scheme www.affinitywater.co.uk/ getameter or call us on If you are a metered lowincome 0345 357 2421. customer on certain qualifying benefits and Email: advancecareteam@helpinghands@ also have either three or affinitywater.co.uk more children under the age of 19, or someone in Phone: 0345 357 2406 your household with a medical condition which Surface water drainage means you use a lot of If the rainwater on your water, you could be eligible property does not drain for the WaterSure Scheme away to the sewers, you may which places a limit on be entitled to a reduction on your bill. If on this basis you your sewerage charges. For feel you are eligible for this further information contact scheme you can contact us. your sewerage provider. www.affinitywater.co.uk 3 Independent advice If you prefer, you can get free, confidential advice from the National Debtline on 0808 808 4000 or from local advice agencies such as Citizens Advice, the Consumer Advice Centre and the Money Advice Service. These agencies can also explain your rights to state benefits if you are on a low income. Water Direct If you receive Income Support, income-based Jobseeker’s Allowance, Pension Credit, Employment and Support Allowance and you are behind with your water bill payments, it may be possible to have your water charges deducted from your benefits and sent directly to us. This is called the Water Direct scheme. Please contact us on Landlord and 0800 697 982 and we can tenancy agreements contact the Department for Water charges have to Work and Pensions on your be paid by the person behalf. If you contact them who lives in the property yourself please tell us. and uses the water, unless the landlord has entered into an agreement with us accepting responsibility for water charges. 4 Help with payment problems Payment options to help you There are a number of ways you can pay your water bill, to help you select the arrangement that best suits your circumstances. To discuss your options with us please call 0800 697 982 or visit www.affinitywater.co.uk and visit the ‘My bill’ section. Direct Debit Automated payment line Post A quick and easy way to You can make a payment Please fill in the payment slip pay. Apply online at with a credit or debit card on your bill and send it with www.affinitywater.co.uk/ 24 hours a day by calling your cheque to: myaccount or call us now 0345 357 2400. with your bank details and we Affinity Water Ltd can arrange it over the phone. Post Office Tamblin Way, You can pay by cash or Hatfield Online cheque at any Post Office. Herts AL10 9EZ You can pay with your debit Please fill in the payment or credit card at slip on your bill and take it Make your cheque payable www.affinitywater.co.uk/ with you. The Post Office will to Affinity Water Ltdand payonline charge you a fee. Please make write your customer your cheque payable to number on the back. Please Internet or telephone Post Office. do not send cash or post- banking dated cheques. You can make payments by Bank quoting sort code 20-05-03, You can pay by cash or Payment in euros account number 80542903 cheque. Please fill in the We accept payment in and your customer number. payment slip on your bill and euros. There will be an take it with you to your own additional cost for handling Payment cards bank, or if you do not have the transaction, which will You can pay with our a bank account, you can pay be deducted from your payment card at any at any branch of Barclays payment. PayPoint outlet. To get a Bank. You can pay weekly, payment card visit fortnightly or monthly if you www.affinitywater.co.uk wish (providing you have set or give us a call. up a payment arrangement with us first). You will not Standing order have to pay a charge. Please To pay by standing order make your cheque payable please contact us. to Affinity Water Ltd. www.affinitywater.co.uk 5 Steps we take to recover debts Although we cannot reduce your debt, we can make it easier for you to pay it. We would prefer to reach an agreement with you, but if this isn’t possible we will start our debt recovery procedure, as detailed below. STEP 1 STEP 2 We will send you a final notice We may pass your bill to a debt collection agency We will usually send you a final notice requesting you to immediately pay the amount you owe or to contact us. If you do not pay the bill, or contact us about it after receiving the final notice, If you are not responsible for the bill, or if you we may pass your bill to a debt collection disagree with the amount we have charged agency who will make contact to agree a you, tell us when you receive the final notice. payment arrangement with you. At this stage a £50 administration charge will be We will look into the matter and put the added to your account. recovery process on hold. Debt collection agencies must follow a code of practice approved by the Office of Fair Trading or the Credit Services Association. Note: We will add a charge to your account each time a cheque from you does not clear, or if your bank refuses to pay a Direct Debit. You can ask for details of these fees. 6 Help with payment problems STEP 3 We will ask the County Court to • Issuing a third-party debt order order you to pay This is a court order which allows us to take the amount of the debt and our If you do not make a payment arrangement costs directly from your bank account. with us (or the debt collection agency), we will • Giving us a ‘charge’ on your property ask the County Court to order you to pay. If we get a charge on your property this means that you cannot sell your This means that we will make a claim against property until you have paid off the you through the court and we will add the debt and our costs. costs of doing this to the amount you owe. • Issuing an attachment of earnings order If you still do not pay, we will ask for a judgment This instructs your employer to take Steps we take to recover debts which will involve you in more legal costs. money from your earnings and pay it directly to the court or us. Interest may be added for each extra day you owe money to us, and any judgment made Bailiffs and debt collection agencies used by against you could affect your credit rating. Affinity Water will always act professionally and to our standards. STEP 4 Bailiffs must follow guidelines laid down by Her Majesty’s Court Service. Our last resorts... You must keep to the court order, or we will If you are not happy with their actions then ask the court to take action against you, please contact us. which may include the following; • We will add any extra expenses, such as • Issuing an order for questioning bailiff’s fees and the cost of court action This involves you going to court to explain and any interest agreed by the court, to your financial circumstances so the court the amount you owe us.
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