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Affinity Water Limited
Tamblin Way Hatfield
Hertfordshire AL10 9EZ
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You are here : At Home > Corporate > News
14 May 21
Affinity Water has been reaching out to its customers in two novel new ways to ensure it is meeting the needs of the communities it serves to bring customers closer to its business decisions.
Managers at Affinity Water have held a new customer focus group to help co-create the services it is offering to ensure its future business plan meets their expectations. It received direct feedback on topics such as what customers thought of the My Account page and Home Move page on the website.
Affinity Water has also been ensuring all its staff are aware of the debt and relief services it offers so that they in turn can reach out to customers they meet who are struggling financially. It is hoped that as mental health awareness week begins even more people will become aware of the debt services on offer.
The focus group participants were already users of the My Account page and were able to speak from first-hand experience of how they felt the service was provided.
Luke Sambridge, Head of Business Excellence & Transformation said:
“We aim to conduct these focus groups regularly as part of understanding of our customers’ needs and the challenges we face. We have learnt that customers liked the new amendments implemented on the MyAccount page. It confirmed how easy the website was to use and how we can provide a range of new features to improve the site in the future.
“This is the start of a long-term customer-closeness programme, allowing us to connect regularly with customers about the issues that matter to them. We will be working with customers to co-create our service offering.”
Introducing another new practice that will bring customers and staff closer together Affinity Water introduced an Affordability Week in the first week of May where it showcased best practices across the business to all its staff in how to give debt support to those who most need it.
James Tipler, Head of Billing & Debt Management, said it had reached out to all staff by showcasing all the debt work Affinity Water had been undertaking:
“Our help and support schemes are designed to ‘lift’ the debt burden from customers. We know that to date we have reached out to 100,00 customers in need of financial support in different ways. We hope that our work in Affordability Week at the beginning of May to make all staff aware of what help we can offer customers if they are struggling financially will mean that in the future even more people will be aware of our debt help and support services. We’re no longer waiting for customers to come to us for help, we want to be on the front foot informing them of our debt services in all our customer interactions and contacts on the phone or face to face in the field.
“We know that debt is one of the causes of poor mental health and we hope that by equipping our staff with the right information we can help to improve the mental health of customers as Mental Health Awareness Week gets under way.”
Affinity Water’s financial help packages include a range of different payment options and budgeting schemes, alternative tariffs, and our priority services register. There is also case study advice showing how customers have been helped in the past.
More information can be found on our website.
Our Communications team handles all media enquiries on behalf of Affinity Water and its employees.
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