Affinity Water has partnered with Kidney Care UK, the UK's leading kidney patient support charity, to provide vital additional support for vulnerable customers living with chronic kidney disease (CKD).
Kidney Care UK provides a range of various support services to help the 7.2 million people with kidney disease across the UK. Through this partnership, more than 165,000 people with kidney disease in the Affinity Water supply area will benefit from a range of support services, including enhanced assistance via the Priority Services Register.
As part of the collaboration, Kidney Care UK will also deliver bespoke training to Affinity Water support colleagues. This training will deepen their understanding of the daily challenges faced by people living with CKD, helping them respond with empathy, knowledge, and practical solutions.
Laurie Cuthbert, Director of Fundraising, Marketing & Communications at Kidney Care UK, said:
“We’re delighted to add Affinity Water to the network of organisations we’re working with to increase awareness of kidney disease across the utility sector. Many people with chronic kidney disease have higher water needs, which is why we’re working with 11 water companies across the UK to help them to understand the impact kidney disease can have on their customers.
This is an exciting partnership to transform the support our kidney community will receive in the South East of England. We are pleased to be working in partnership to be able to ensure that more than 165,000 people with kidney disease in the South East are able to access all the support they need to live their lives to the full.”
Serving over 3.9 million people across the South East, Affinity Water is committed to supporting customers who are facing health, financial or personal challenges. The company continues to strengthen its approach to identifying vulnerability, investing in staff training, community partnerships, and data tools to ensure customers receive the right support, at the right time.
James Tipler, Head of Customer Billing Support at Affinity Water, added:
“We’re proud to be working with Kidney Care UK to help ensure our customers living with chronic kidney disease are better supported. Access to clean, safe water is essential for everyone, but especially for those managing long-term health conditions. By partnering with Kidney Care UK, we’re not only raising awareness of the Priority Services Register but also improving how we identify and support our most vulnerable customers, ensuring they get the right help, at the right time.”
In May, alongside fellow utility partners Severn Trent Water and National Grid Electricity Distribution, Kidney Care UK visited renal units in Gloucester and Telford, meeting over 120 patients in just three days. Together, they identified £6,509 in potential savings on water bills, signed up 51 patients to the Priority Services Register for extra support during service disruptions, and distributed crisis support packs to those most in need.
This partnership demonstrates the power of collaborative care, ensuring patients receive not only medical treatment, but also the practical, day-to-day support that can make a real difference. Affinity Water will be undertaking similar outreach in local renal units later this year, ensuring patients in their supply area are equally supported though face-to-face advice, financial guidance, and access to priority services. It also complements the impact of Kidney Care UK’s #BloodyAmazingKidneys campaign, which has now helped over 190,000 people assess their risk of kidney disease through the Kidney Health Checker.