Need extra help? Water supply emergency? Our Special Care Team offer additional Domestic customers 0345 357 2407 Question about your bill? services to customers who: Business customers 0345 357 2425 n Have a visual or hearing impairment Save yourself the cost of a call. n Monday to Friday 7am to 8pm n Require the password or third party Visit www.affinitywater.co.uk n Weekends 8am to 8pm scheme Got a problem outside these hours? Have your details changed? n Are financially vulnerable (we have a We will put you straight through to an Let us know at range of tariffs that may help). emergency service. www.affinitywater.co.uk/mydetails To find out what we can do for you: n Please call 0345 357 2406 Sewerage emergency? Difficulty paying? n Or use our Typetalk service: Thames Water 0800 316 9800 If you’re struggling to pay your bill, Textphone users please dial 18001 Anglian Water 0345 714 5145 please let us know so we can help you. (text direct) followed by the normal Southern Water 0330 303 0368 Please call 0800 697 982 to discuss your contact number on your bill. options or visit n Or email: Want to write to us? www.affinitywater.co.uk/lowincome to [email protected] Affinity Water, Tamblin Way, find out more. Hatfield, Herts AL10 9EZ.
Our codes of practice Found a leak? Data protection We have several codes of practice, covering If the leak is on the pipe that supplies water to We may use information about you: subjects such as leaks, debt collection and your home from the water main in the street, n to provide you with water services and payments. You can view these on our website then contact us on 0345 357 2407. give you information about your water supply and related products at www.affinitywater.co.uk If you notice a leak in your area, please tell us as soon as possible by completing a form at n to manage your account including Unhappy with our service? www. affinitywater .co.uk or call us on collection and recovery of charges If you have a complaint about our service, please
0800 376 5325. n for marketing and customer research 5 call us first on the number on the front of the bill 1 purposes. 7 0 and we will do everything we can to help. If the leak is inside your property, turn off the B
water at the stop tap, which is normally If you do not wish to be contacted about B N
underneath your kitchen sink, and call a products or services, please email G B
If we cannot resolve the problem, then the - [email protected] Consumer Council for Water - the independent plumber. 1 body that represents customers - will give you or contact us on the number on the front of Remember that you are responsible for the bill . an independent review. paying for any water that leaks on your You can write to them at: property, which could add up to a big bill. For more information please visit www. affinitywater .co.uk/privacy Taking a meter reading each month is an easy Consumer Council for Water Use of mobile phone data and call London and South East way for you to check your usage. For further 1st Floor, information please see our website. recording Calls may be recorded for quality monitoring Victoria Square House, and training purposes. If you call us using a Victoria Square, Meter reading and meter testing If you are metered and you disagree with our mobile phone, we may use information about Birmingham, reading you can ask us to check it, or supply your location to route your call appropriately. B2 4AJ your own reading. VAT www.affinitywater.co.uk/myread Are you moving soon? Water charges to domestic customers do not If you are planning to move, please let us Regulations give you a right to ask us to test normally attract VAT. Business customers in know as soon as possible - ideally at least five your meter for accuracy and set out what certain industrial categories are liable to pay days before you move. If you give us less than happens if the meter fails the test. VAT at the standard rate. If VAT is included on two working days notice we may charge you For domestic meters the test fee is £70 and your account and you feel you should not be up to the date we next read the meter. Tell us payable in advance, but will be refunded if the charged, please contact us. at www.affinitywater.co.uk/moving meter fails the test. Bogus Callers We rarely ask to come into your home without If you are a metered customer, please take a The charge for testing business meters is an appointment. When we do, our employees reading when you move to ensure we can bill dependant on size and type and we will will be wearing clearly recognisable uniforms you correctly. provide a quote on request. and show ID cards when they call. It is illegal to remove or tamper with a water You can ensure callers are genuine by asking Text the word READ followed by your meter and you must ensure that we have them to wait outside while you phone us on customer number and reading to reasonable access to any meter on your property. 07781 474 715 or go online at 0345 357 2407 to confirm their identity. www.affinitywater.co.uk/myread If you are unsure, do not let them in. Check your water hardness at If you have any serious doubt call 999. www.affinitywater.co.uk/waterhardness If in doubt, keep them out.
Anity Water Limited Registered oce: Tamblin Way, Hateld, Herts, AL10 9EZ Registered in England no. 2546950. VAT number 600 4315 04 Can we help? Need extra help? Water supply emergency? Our Special Care Team offer additional Domestic customers 0345 357 2407 services to customers who: Question about your bill? Business customers 0345 357 2425 n Have a visual or hearing impairment n Monday to Friday 7am to 8pm Save yourself the cost of a call. n Require the password or third party n Weekends 8am to 8pm scheme Visit www.affinitywater.co.uk Got a problem outside these hours? n Are financially vulnerable (we have a We will put you straight through to an Have your details changed? range of tariffs that may help). emergency service. Let us know at To find out what we can do for you: www.affinitywater.co.uk/mydetails n Please call 0345 357 2406 Sewerage emergency? n Or use our Typetalk service: Thames Water 0800 316 9800 Keep in touch Textphone users please dial 18001 Anglian Water 0345 714 5145 (text direct) followed by the normal @AffinityWater Southern Water 0330 303 0368 contact number on your bill. facebook.com/AffinityWater n Or email: Want to write to us? linkedin.com/company/affinity-water [email protected] Affinity Water , Tamblin Way, YouTube.com/AffinityWater Hatfield, Herts AL10 9EZ.
Is your water use on track? Difficulty paying?
You can find easy, practical ways to save For more information on how you may If you’re struggling to pay your bill, water on our website qualify for reductions on your waste water please let us know so we can help you. www.affinitywater.co.uk/savewater charges, go to: We understand customers can have www.affinitywater.co.uk/mywastewater difficulties and we are always ready to help. If you are a business customer and would like for full details. to know more about water usage visit our We offer a range of tariffs to suit customers’ website at Surface water drainage - if the rainwater on
circumstances. Go online to find out more 5 www.affinitywater.co.uk/business metering your property does not drain away to the 1 7 0 or call us on the number on the front of the bill. sewers you may be entitled to a reduction on www.affinitywater.co.uk/lowincome B
your sewerage charges. B N
If you do not have a meter and want to apply n If Thames Water provide your sewerage G B
- for one, go to services please visit 2 www.affinitywater.co.uk/getameter www.affinitywater.co.uk and click on My Waste Water to apply for the reduction Waste water charges n If Anglian Water provide your sewerage If there is a difference between the amount of services please call 0345 714 5145 Calls to 03 numbers are charged at water you use and the amount of wastewater n If Southern Water provide your sewerage national rate from UK landlines and you return to the sewer system, you may be services call 0330 303 0368. mobile phones. able to reduce your sewerage charges if you Water Quality Calls to 0800 numbers are free to call have a water meter and can prove that over Our water quality results are available to view from UK landlines and free to call from 10% of your metered water usage is not returned to the sewer for treatment. free of charge on our website. mobile phones
Ways to pay your bill
Direct Debit: easy, safe and free At a bank By post With Direct Debit you will never need to worry You can pay by cash or cheque. Please fill in the Please fill out the payment slip and send it about remembering to pay - plus you can spread payment slip and take it with you to your own with your cheque to Affinity Water , Tamblin the cost of your bill over the year. Apply online at bank or any branch of Barclays Bank. You can pay Way, Hatfield, Herts AL10 9EZ. Make your www. affinitywater .co.uk /directdebit or call weekly, fortnightly, or monthly if you wish (pro - cheque payable to Affinity Water Ltd and us on the number on the front of the bill. viding you have set an arrangement up with us write your customer number on the back. first). You will not have to pay a charge. Please Please do not send cash or post-dated Online make your cheque payable to Affinity Water Ltd. You can pay with your debit/credit card. Go cheques. to www. affinitywater .co.uk /payonline At a Post Office ------You can pay by cash or cheque at any Post We accept payment in euros . The cost of handling the transaction will be deducted Automated payment line 24/7 Office. Please fill in the payment slip overleaf DEBIT CARD from your payment. You can pay by debit or credit card 24 hours and take it with you. The Post Office will To pay by standing order please contact us. a day - just call 0345 357 2400 . charge you a fee. Please make your cheque payable to Post Office . Please use your Internet or telephone banking With a payment card smartphone to scan the To pay by internet or telephone banking, You can pay with our payment card at any QR code on the right to please use our sort code 20-74-09 and PayPoint outlet. To get a payment card visit set up your Direct Debit. account number 805 429 03 . You will also www. affinitywater .co.uk or call us using the need your customer number. number on the front of the bill.