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You are here : Coronavirus - support for our customers
We wanted to let you know what we’re doing in response to the Coronavirus outbreak to protect our staff and customers.
We’re following the government health advice to make sure our customers and our colleagues stay safe, and we are putting all the necessary measures in place to ensure this advice is followed by everyone.
We understand this is a challenging time for everybody and we’ve put our robust business continuity plans into action so we can make sure we can still supply our water services to all of our customers in the South East.
Research from the World Health Organisation shows that the virus cannot survive the water treatment process.
We want to make it easy for you to get the support you need.
If you or any of your family and friends have particular health issues 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 in terms of your water services. If you know someone who isn’t online then you can register them on their behalf.
We’re also aware that 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.
We already have a number of schemes in place to help those who need financial support, including anyone who may have recently lost their job or been asked to take unpaid leave.
Support for those affected includes payment breaks, different tariffs and spreading the cost of your bill.
We want to make it easy for everyone affected to get the support they need as quickly as possible. Please register your details using our payment plan form and one of our team will be in touch to help.
You can also explore and access the options for support directly by using the following links:
We continue to have various ways you can contact us online, via social media and using our online account management service My Account.
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 customers up to date including our website, Twitter or Facebook feeds and an automated telephone message service – we will use these to keep customers updated as the situation evolves.
Thank you for your understanding and cooperation and please continue to follow NHS advice www.nhs.uk/coronavirus
Registered office: Tamblin Way, Hatfield, Hertfordshire, AL10 9EZ.
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