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Do You Need a Helping Hand?

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Do You Need a Helping Hand? Do you need a helping hand? ADVICE AND INFORMATION ON SPECIAL ASSISTANCE SERVICES INTRODUCTION... If you need a bit of extra help, you might like to take advantage of our special assistance services. This booklet explains who is eligible to receive this support, what’s available and how to apply for it. If you think you, a loved one or neighbour may be eligible, please read and share this leaflet with them. How does the WaterSure Scheme work? If you live in a low-income household that uses a lot of water, managing the water bill can sometimes be very difficult. If your household is eligible for this scheme, we’ll ensure that your water bill doesn’t exceed the average for your local area, even if you use a lot more water than your neighbours. Am I eligible? • Working 3) You have: To qualify for our Tax Credit • Three or more WaterSure Scheme, • Pension Credit children under the you must meet • Child Tax Credit age of 19 living the three eligibility (but not if you in your home, criteria listed below: just receive the or family element) • One or more 1) Your water supply • Housing Benefit people living in is charged on a • Council Tax your property metered basis. Benefit. with a medical condition that 2) A member of Please note: results in your household benefits that are not significantly receives one means tested, such high water of the following as Disability Living use, such as: benefits: Allowance, Carer’s • Desquamation • Income Support Allowance or Single (flaky skin disease) • Income-based Person’s Council • Weeping skin Jobseeker’s Tax Allowance, do disease (eczema, Allowance not qualify. psoriasis, varicose • Income related ulceration) employment and • Incontinence support allowance • Abdominal stomas • Renal failure requiring home dialysis (except where the health authority contributes towards the cost of dialysis) • Crohn’s disease • Ulcerative colitis. Please note: we may consider other medical conditions where at the average Assistance Services you can justify your household charge. team by email or additional use of phone. You can water and produce If you think you also contact them a doctor’s certificate are eligible for the if you’d like to find to confirm this. WaterSure Scheme, out more about please complete the the scheme If you meet our enquiry form at the (see back page for eligibility criteria, back of this booklet, contact details). you may be able to visit our website or get your bills capped contact our Special Nominated does not give the correspondent correct password, If you would like to you know not to nominate someone let them in. Don’t else to discuss your worry about causing account with us, just offence, because let us know. We can Password scheme genuine Affinity also arrange for Thieves pretending Water employees information to be to be from the local are always happy sent to this person. water company to wait, even if often prey on older you need to check and/or vulnerable things out with our people. We operate customer services a password scheme team before letting to help you prevent them in. bogus callers from getting into your home. If we call on you, when asked we will use a password that only you and Affinity Water will know. So if a caller PRIORITY SERVICES REGISTER (CONT) ... Other services Bill assistance Would you be Easy access if you You can receive better off with a want to visit us information and water meter? Our main office guidance if you are Couples without has easy access struggling to meet children and people for customers the cost of your who live alone with disabilities. water bill. Details usually find that of how we can help having a water are set out in our meter installed booklet called results in lower bills. Help with Payment Problems. To receive our Why switch to a water To receive a copy, meter? booklet, please visit our please fill out website or contact and return the our customer attached form. relations team (see back page). Important Information Easier reading To receive this leaflet in large print, audio or Braille, please call 0345 357 2406 Leaks Have you spotted a leak? A leaking pipe wastes a lot of water. This is bad news because water is a precious finite resource and demand for it just keeps growing and growing. If you spot a leak, please call Affinity Water immediately. Other useful websites: Consumer Council for Water www.ccwater.org.uk Waterwise www.waterwise.org.uk Ofwat www.ofwat.gov.uk Anglian Water www.anglianwater.co.uk Drinking Water Inspectorate www.dwi.gov.uk Thames Water www.thameswater.co.uk Be stranger aware! It’s a sad fact that there are many bogus callers out there who are experts at conning homeowners. They may claim to be ‘from the water board’, but really they intend to steal cash and property. Knock, knock. Who’s there? Our advice to you is to be vigilant at all times. If someone calls at your door and tells you they are from the water board, don’t let them in unless they are in uniform and can show you a Affinity Water identity card. If you are in any doubt, just ask them to wait outside while you call our customer relations team – don’t worry about causing offence, because if they are genuinely from Affinity Water, they won’t mind waiting. For peace of mind, you might like to register a password with us, to be used by the Affinity Water representative visiting your property. You can arrange this by contacting our Special Assistance Services team (see back page). CONTACTS... How to get in touch Please keep as a handy Website: reminder www.affinitywater.co.uk/helpinghands Telephone: Operational Account enquiries Special enquiries (water Assistance Services supply, quality and metered customers: 0345 357 2406 emergencies): 0345 357 2401 0345 357 2407 Mon-Fri 9am non-metered to 5.00pm Mon-Fri 7am to customers: 8pm Sat-Sun 8am 0345 357 2402 to 4pm Mon-Fri 8am to Emergency service 6pm Sat 8am to operates outside 2pm these hours Email: [email protected] Post: Special Assistance Services, Affinity Water Central Ltd, Tamblin Way, Hatfield, Herts AL10 9EZ.
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