Not registered?

Register today

Hello. Sign in.

My Account

You are here : At Home > Corporate > News

Latest news

We’ve maintained our BSI Inclusive Service Provision Standard!

03 December 19

We’ve maintained our BSI Inclusive Service Provision Standard!

Heather standing next to the incident support vehicle alongside to Customer Service Technicians.

At the start of November, BSI undertook an audit for 18477 Inclusive Service Provision Standard. We are one of only two water companies who hold this certification. The certification demonstrates that we provide a fair, flexible service that can be used by all consumers equally, regardless of their health, age or personal circumstances.

We’re pleased to announce that we’ve maintained the standard!

During the three-day review, auditor Heather Nowak, met with a variety of people and teams, from our Customer Experience Director to Customer Service Technicians, to understand how we’re supporting our customers.

Advance Care Team Leader Liz Freitas said: “It’s fantastic that we’ve demonstrated how we’re meeting the needs of customers in vulnerable circumstances. We believe in inclusive standards so much that we’ve made a commitment to Ofwat in our next business plan. It’s brilliant that we are continuing to make improvements for those customers who need our help most.”

Heather outside with Customer Service Technicians

Heather Nowak, Scheme Manager for BSI 18477, said: “Various improvements were demonstrated throughout the assessment with an organized and dedicated team in place providing strong evidence of the activities and outcomes of Affinity Water’s inclusive services provision.

“A consistent culture and mindset were evident across the organisation, and senior management commitment was demonstrated throughout the assessment, including setting out the business strategy and plans for vulnerable customers.”

News archive

Media enquiries

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.

We are available for emergencies:
5pm to 7am, Monday to Friday
7am to 7pm, Weekends and public holidays
We aim to respond as soon as possible and within two hours.

Enable Recite