Serving parts of North West London and the Home Counties.

Information for Harrow Borough Council Customers

Information for Harrow Borough Council Customers

Your water payments are changing

As a Harrow Council tenant, until now you have paid your water charges as part of your rent. From 1 April 2019 Harrow Council will stop collecting these charges, and Affinity Water will take over the management of your account. This means that you must pay your charges directly to us.

You should receive your first bill from us in March 2019, which will cover the next year’s charges from 1st April 2019 to 31st March 2020.

You will see on your bill that you are also billed for sewerage services. These are provided by Thames Water, but there is no need to make any separate payments for the sewerage services – all charges are now collected by Affinity Water.

Both water and sewerage charges were previously included in your rent payments to Harrow Council, and the Council will amend your rent payments because they will no longer include the cost of water and sewerage.

Learn more about your bill >>


Your payments to Affinity Water

Payment Plan: We will automatically set you up on a 10 month payment plan, starting from April 2019 until January 2020. We will also send you a payment card to pay the instalments at any PayPoint outlet. The payment card will arrive separately from your bill.

Find your local PayPoint location >>


Other ways to pay

After you have received your new bill with your customer number, you can contact us to change the way that you pay. We offer a variety of alternative payment methods, including:

  • Direct Debit >> Take the hassle out of paying your bills and set up a Direct Debit. Simply sign up to My Account with your Affinity Water customer number and set up your payments.
  • Pay online >> You can pay online using a credit or debit card.
  • Payment card: We will automatically send you a payment card in March 2019 for your payment plan. The payment card will be sent separately from the bill.
  • Phone 0345 357 2400: You can use our 24 hour automated payment line to pay by credit or debit card.
  • Standing Order >> Set up a standing order to pay automatically.

We can also offer weekly payment plans. To set up a weekly plan, please either visit our website here >>


Services that we offer

  • Create an online account >> Manage your online account with My Account, it's simple and easy to use.
  • Priority Services registration >> We hold a register of all customers who are particularly vulnerable or who have a medical condition, complete our form to inform us.
  • Low income tariff >> Our low income fixed-tariff is aimed at customers who have a low household income or are claiming benefits.
  • Apply for a water meter >> Having a meter puts you in control on your bill. You can see how much water you use and if you use less water you are also likely to save on your energy bills!
  • Ways you can save water >> We offer free practical advice and water saving devices to help you save water, energy and money. Click here for more information.


More Information

What do I need to do about paying my water charges in the meantime?

Please continue to pay your council or housing association, we will write to you to explain the changes. From the 1 April 2019 you will need to pay your water charges directly to Affinity Water.

When will I receive my first bill from Affinity Water?

Your first bill will be received in late February 2019 and payment will be due by April 2019. Prior to this, the Council will write to you to tell you about the change.

Will the charges for the water be the same as before with my council?

Yes, but prices are subject to an annual tariff review, as they were before when the Council paid on your behalf as part of your rent. Harrow council will adjust your rent because the water charges will no longer be included in the rent payments.

Payment frequency, I used to pay monthly/ weekly will this be available with Affinity Water?

Yes, all customer’s first bills will be setup on a 10 monthly instalment basis and a Pay Point card will be issued. Alternative payment methods and arrangements are available and will be detailed in the letters you will receive and on your bill.

What about my waste water or sewerage?

Although we supply your water, we are not responsible for processing your waste water. For customers living in the Harrow area, we collect the charges on behalf of Thames Water.

Waste water reductions

Some sewerage companies offer reductions for waste water (water from sinks, toilets, baths etc.) or surface water (water that goes into drainage from rain or snow falling on your property). This reduction is given by your waste water company who will notify us to apply the reduction to the sewerage part of the bill. We cannot change your bill until we receive confirmation from them.

If your waste water or surface water does not go into the main drainage system, i.e. you have a septic tank, your own waste management system or soakaways, the waste water companies may not charge you full price. The reduction is at their discretion and you will need to contact them directly to enquire. They may ask you to confirm current charges on your bill.

Contacting Thames Water: 0800 316 9800 (0800 numbers may be chargeable from mobiles).

Will a meter be fitted to my property?

Meter fitting is not part of this change but as part of our Water Saving Programme, we will be installing around 280,000 household meters. We will give customers the choice to keep paying non-metered charges for up to two years after their meter is installed.

To find out when your meter should be fitted enter your full postcode at: Having a meter really puts you in control of your bill. You can see how much water you use and if you use less water you are also likely to save on your energy bills!

If your meter is installed as part of our Water Saving Programme, you will continue to be billed for your water on a non metered basis for two years, unless you ask to switch to a metered bill during this period. At six monthly intervals, we will send you information about your water usage and show you what you would be paying on a metered charge – compared with your current non-metered bill.

By making simple changes, you can see the benefits of a reduced bill and help the environment.