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12 November 20

Affinity Water tells its customers “we’re still here” during second coronavirus lockdown

  • We've contacted customers to say services will continue during second coronavirus lockdown
  • Service teams out and about fixing problems with coronavirus safety measures
  • Helping those in need including vulnerable people

We have been proactively engaging without customers during the second coronavirus lockdown in its three regions, Central, East and Southeast to let them know our committed teams of engineers and support staff will keep essential services running.

Our 3.6 million customers are geographically dispersed in our Central regions covering parts of Bedfordshire, Buckinghamshire, Essex, Greater London, Hertfordshire and Surrey. The East region serves parts of Essex. The Southeast region serves part of Kent.

We have emailed customers to let them know our teams will still be out and about keeping water supplies flowing by repairing leaks, reading meters and fixing issues as and when they arise with minimal disruption.

Also advising on payment breaks, different tariffs and spreading the cost of bills for those who find themselves in financial hardship. Importantly it has also put out a request for family, friends and neighbours to help it identify vulnerable people and those who should be on our Priority Services Register. The Priority Services Register ensures we can give extra help in times of unplanned interruptions to water supplies and look after customers with communication, access and physical or mental health needs.

A list of specially prepared Questions and Answers can be found at

Jake Rigg, Director of Corporate Affairs and Communities for said:

“We are asking the media to help us connect with customers and to point them to our website to reassure them that Affinity Water will continue to provide services to them during the second coronavirus lockdown and to raise awareness of the support we offer to people in vulnerable circumstances or financial hardship.

“Repairs, meter installations, and water sampling, will continue so people may well still see our teams of keyworkers out and about on the roads, repairing leaks and fixing any essential issues. They will do this safely so that we can minimise any disruption and to ensure we keep our pipes flowing.

“Financial support for those affected includes payment breaks, different tariffs and spreading the cost of customers’ bills. We’ve already helped over 6,000 people in this way with our special National Debtline advice service too.

“We’re also keen to help people in vulnerable circumstances. We are urging people to think if any of their family or friends who have a particular health issue or are self-isolating due to Covid-19 should get in touch with us and register for our Priority Services Register at It means we can be fully aware of their needs and do our best to support them.”

Joe Brownless, Director of Customer Operations said the company had adapted its ways of working to ensure its contact with the public and its customers was Covid safe and that its employees were protected too:

“We’ve adapted our ways of working as we’ve learned more about the virus and how we can best protect ourselves as we continue to provide vital services for our customers. We have developed robust Covid safe risk assessments for our work activities and we’ve asked our employees to stay working from home where possible. We are extremely proud of the work our colleagues do and their commitment at this time of great national challenge to our 3.6 million customers across our three regions, Central, East, and Southeast.”

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

Contact us on 01707 277 110 or email

Our office hours are 8am to 5pm, Monday to Friday.

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