Information for Paradigm Housing Customers

Your water payments are changing

As a Paradigm Housing tenant, until now you’ve paid your water bill as part of your rent. From 1 April 2022 we’ll look after the management of your water account. This means that you’ll pay your bill directly to us.

You should receive your first bill from us in March 2022, which will cover the next year’s charges from 1st April 2022 to 31st March 2023.

You’ll see on your bill that you’re also billed for waste water services. These are provided by Thames Water, but there’s no need to make any separate payments for the waste water services – all charges are now collected by us.

Both clean water and waste water charges were previously included in your rent payments to Paradigm Housing, and they will amend your rent payments because they will no longer include the cost of clean water and waste water Learn more about your bill.

We also have different ways you can pay your bill, such as a Direct Debit. Find a payment method to suit you.

If you have communication, access, physical or mental health needs, we can give you extra support if you join our Priority services register.

Frequently Asked Questions

• What do I need to do about paying my water bill in the meantime?

  Please continue to pay your council or housing association, we will write to you to explain the changes. From the 1 April 2022 you will need to pay your water bill directly to Affinity Water.

• When will I receive my first bill from Affinity Water?

  You’ll receive your first bill in March 2022 and your first payment will be due in April 2022. Before this happens, Paradigm Housing will write to you to tell you about the change.

• Will the price of my water be the same as it was?

  Yes, but prices are subject to an annual tariff review, as they were before. Paradigm Housing will adjust your rent because the water bill will no longer be included in the rent payments.

• I used to pay monthly/ weekly will this be available with Affinity Water?

  Yes, all customer’s first bills will be setup on a 12 monthly instalment basis and a Pay Point card will be issued. Alternative payment methods and arrangements are available. To find out more please visit our Ways to pay page.

• Are there discounted tariffs if I have a low income?

  Yes.

  We’ve already switched some customers to our low-income tariff (LIFT) based on information from Paradigm. If this affects you, we will let you know and there’s no need to apply separately for this tariff. We’ll apply this discounted tariff when we take over your account in April.

  If you haven’t been moved onto LIFT, then you can still apply for this tariff if you have a household income of less than £16,480 (excluding benefits), or if you're receiving certain benefits such as Universal Credit or Job Seeker's allowance.

• What is LIFT and how do I apply?

  LIFT is a reduced tariff for customers on a low-income, that caps the cost of your clean water at a fixed rate each year. It can still be paid monthly.

  You'll need to have some documents to hand showing your name and address, before you apply. Suitable documents include:

  • Bank Statements
  • Payslips
  • A benefit letter

  These can be uploaded to your computer or from your smartphone.

  To apply today, or to find out more information, you can view our LIFT page.

  You may also be entitled to a substantial discount on your waste water, provided by Thames, if your total household income including benefits (but excluding disability allowance) is less than £16,480. If you’re applying for LIFT, we’ll let you know if you’re entitled to this as well. If you’re not eligible for LIFT and want to find out more or apply for the waste water discount, visit our help with sewerage charges page.

  Please note that the tariff is applied and calculated from the date your application is received and cannot be backdated.

• Will a meter be fitted to my property?

  Meter fitting is not part of this change but as part of our Water Saving Programme, we’re installing around 280,000 household meters. Having a meter really puts you in control of your bill, you can see how much water you use and if you use less water you are also likely to save on your energy bills.

  If you don’t currently have a meter and would like one, please visit: www.affinitywater.co.uk/metering