Coronavirus - support for our customers

We’re still here for you.

Even though we're entering a second phase of restrictions, we wanted to let you know that we're still here for you. We're committed to keeping your water flowing.

Our teams will work safely and within government guidelines to make sure that we continue to provide you with high-quality, reliable drinking water, and that you can still receive the service you expect from us.

You will still see our teams of keyworkers out and about on the roads, repairing leaks and fixing any essential issues. They will do this safely so that we can minimise any disruption to you and your family, stop any water being wasted unnecessarily, and keep our pipes flowing.

Frequently Asked Questions

• Will you still be reading and installing meters?

  Getting an accurate meter read helps us to identify if you have any leaks on your property and ensures you don't pay more than you need, for the water you use. That's why, we will continue to provide a meter reading and installation service, wherever possible.

  Sometimes this may require one of our team to visit you. When they do, we will ensure that they are following all government guidelines to keep you and our employees safe. Hear from our colleague Kiani about how we're keeping you safe for appointments at home.

  You can find more information on our metering programme.

• I'm due to have a Home Water Efficiency Check- will this still happen?

  Yes, we're still able to visit.

  In the South East we're using more water than anywhere else in the UK. By helping you to find ways you can be more water efficient, it not only saves you money, it also helps protect our vital water and environment for future generations.

• I'm struggling to pay my bill

  Please don't worry. We know many people will be affected financially by the impact of Coronavirus. We want to be absolutely clear that nobody’s water supply will be disconnected because they are struggling to pay their bills during this period. Support for those affected includes payment breaks, different tariffs and spreading the cost of your bill. Please register your details using our payment plan form and one of our team will be in touch to help.

• Will you still be sampling water?

  As part of our obligations under UK regulations and our commitment to our customers to provide high-quality drinking water, you may see our Water Samplers out in various locations across your region. The samplers will test the water so that you can be confident that when it arrives at your home, it meets the expectations set by our regulators and ourselves.

  Our water sampling is a continuous activity we have been doing for many years, so please don't be worried if you are asked for a sample, we don't expect anything to be wrong. Research from the World Health Organisation shows that the virus cannot survive the water treatment process and these samples are an important part of ensuring we always protect you and your families.

• How can I contact you?

  We continue to have various ways you can contact us online, via social media and using our online account management service My Account. My Account is the easiest way to manage your account, check your balance or tell us if you’re moving home.

  Our phone lines continue to remain open as normal if you do wish to speak to us directly, however wherever possible we are asking those who can complete their query online, to do so. This will help us answer the phone faster to the customers who really need us right now.

  We have many ways of keeping you up to date including our website,  Alexa app, Twitter or Facebook feeds and an automated telephone message service – we will use these to keep you updated as the situation evolves.

• How are you keeping your colleagues safe?

  We’ve asked our employees to stay working from home where possible, developed robust risk assessments for our work activities and adapted our ways of working as we’ve learned more about the virus and how we can best protect ourselves as we continue to provide vital services for you - our customers. We are extremely proud of the work our colleagues do and their commitment at this time of great national challenge.

• How do I let you know if someone needs extra help?

  If you or any of your family and friends are classified as Clinically Extremely Vulnerable, have particular health issues or are self-isolating due to Covid-19 and haven’t yet registered for Priority Services, then please visit www.affinitywater.co.uk/priorityservices. This means we can be fully aware of your needs and do our best to support you