Search Menu Toggle
Close Menu

You are here : About Affinity Water > News

Back to news

28 Apr 25

Supporting our customers: How Affinity Water is here to help

At Affinity Water, we believe no one should have to worry about accessing clean water. Whether you're facing financial difficulties, have a health condition, or need extra support for any reason, we’re here to help. That’s why we offer a range of free services to help those who need it most.

Priority Services Register (PSR)

Our Priority Services Register is designed for customers who may need additional help. By signing up, you can receive:

  • Alternative water supplies in emergencies.
  • Bills in accessible formats, like large print or braille.
  • Set up a password scheme, so you can tell if our staff are genuine when they visit you. They must provide the password before entering your property.

Signing up is free and easy. If you or someone you know could benefit from it, visit our Priority Services page to register today.

Financial support for customers

We know that paying bills can be difficult, so we offer different financial support schemes:

  • LIFT (Low Income Fixed Tariff): A discounted tariff for customers on low income or those who receive certain benefits.
  • WaterSure: Caps bills for eligible customers who need to use more water due to medical conditions or large families. If you’re unsure whether you can qualify for WaterSure, you can find out more information here.
  • Flexible Payment Plans: If you're struggling, we can arrange a payment plan that works for you.

To find out more, check our Help to Pay page.

How we’ve helped others

We’ve already helped many customers reduce financial stress and stay on top of their bills. From offering discounted tariffs to setting up flexible payment plans, we’ve helped households regain control of their finances.

You can read real stories from customers who have benefited from our support here. These stories highlight how our financial support has made a difference in customers’ lives.

How to get support

If you need extra help, don’t hesitate to reach out. You can:

We’re committed to keeping your water flowing and ensuring you get the support you need – whenever you need it.

Blog

Media Enquiries

Our Communications team handles all media enquiries on behalf of Affinity Water and its employees.

Contact us on 01707 277110 or via email at news@affinitywater.co.uk.

Office hours:

8am – 5pm, Monday to Friday

Emergencies:

5pm – 7am, Monday to Friday
7am – 7pm, weekends and public holidays

We aim to respond as soon as possible.

Enable Recite