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Need extra help?

The Priority Services Register (PSR) is free to join. It helps us know who may require extra help, and look after any customers with communication, access, physical or mental health needs.

Here are the services we offer:

  • Visually impaired – We can provide bills and all other printed communications in Braille, large print or as a CD.  You can also change the colours for this website to adapt it to suit your needs.
  • Hearing difficulties – We have type talk facilities available. This is a free service which lets you speak or type the conversation and then converts it into text both online and over the phone.
  • Medical Conditions – If you have a medical condition that requires you to use large amounts of water, you can be added to our register.  We may deliver water to you during a supply interruption. 
  • Password scheme – Register for our password scheme, so you can tell if our staff are genuine if they visit you. Before they enter your property, they must tell you the password first. 
  • Physical or mental health needs – We guarantee to treat any information you share with us sensitively

You can also download a PDF version of the Priority Services form and post it to us at Advanced Care Team, Affinity Water, Tamblin Way, Hatfield, Herts, AL10 9EZ

Please note: If you need to use the accessibility functionality to read the above PDF form, please click on the icon (on the right-hand side), before opening the document.

or Call - if you prefer to speak to us, you can apply by calling us on 0345 357 2406

Privacy Notice

Please see our privacy notice for the Priority Service Register below.

Third party consent

If you would like to nominate someone else to discuss your account with us, please complete our Third Party Consent form (PDF 44KB).

British Sign Language

British Sign Language users can contact us using a British Sign Language video interpreter, via the InterpretersLive! service, provided by Sign Solutions. Find out more here.

Language Assistance

If you require a translator, please get in touch with our customer service team.

Independent advice

View a list of charities and organisations that can offer help and advice.


If you prefer to contact us our friendly team are happy to help.  Contact them by email at or call 0345 357 2406.

Chat to us via WhatsApp

Click the button below to chat to us or add our number 07971013368 to your phone (WhatsApp text messaging only).

We are available to chat between 8am-6pm Monday to Friday.

If you have your customer number to hand this helps us get your enquiry sorted more quickly. You can find this at the top of your bill, on your bill reminder or by logging in to My Account.

Frequently asked questions


I need help paying my bill

How do I find out about paperless billing?

Can you help people with disabilities?

How can I check the hardness of my water?

How do you calculate my bill?

Can I add or remove someone from my account?

I am moving house, what do I need to do?

Do you offer a discount?

How can I amend or cancel my Direct Debit?

I want to know about leaks

My water tastes different after plumbing work.

Do I need to tell you about any plumbing work?

What fittings are approved to use on the UK Water Supply System?

Should I do anything for my meter installation?

What if I already have a water meter?

Do you need a permission to fit a meter inside a property boundary?

Can I water my garden if I have a meter?

What is the Water Metering Programme?

Will I save on a meter?

I don't want to be billed on my meter, can I choose?

Do I need to do anything before my meter is installed?

How do I switch to a metered bill after a compulsory meter is installed?

Do you need access to my property to fit a meter?

Can I change back to an non metered bill?

What happens if a meter cannot be fitted?

What will my first metered bill look like?

When I switch when will I receive my first metered bill?

Where will you be installing meters and when?

Who is paying for metering customer properties?

Why are you introducing compulsory meters?

Why aren't all customers on meters?

Why is it some properties can not be metered?

Will all homes be metered?

Will fitting meters cause any disruption?

Will you adhere to all Coronavirus precautions?

Will you fit meters to all properties in a road on the same day?

Do I need to do anything after my meter has been installed?

Do I have to have a meter?

Where is my meter?

I need a plumber

Can I work on water pipes?

Do I get a reduction if I have a soakaway?

Do I have to pay a bill for a empty home?

I need to find my external stoptap

What is Rateable Value?

Letting us know if something goes wrong

How can I find out who is my water company?

I need to talk to someone about my drains, waste water or sewerage

Can I have a meter?

I would like to find out more about lead. Can you help?

How do I apply for a meter?

How often am I billed?

I want to replace my mains water pipe

Who is responsible for the pipes in my home?

Can I have a meter if I live in a flat?

I can't have a meter, what happens now?

Can I have my meter moved to a different place?

Can you tell me about oestrogen in water?

My meter has been fitted, what happens next?

Can I get a copy of my bill?

Can I have a summary of charges?

My water is due to go off, but I can't manage without water.

How do I deal with frozen pipes?

How can I change my details?

Can I take my own meter readings?

The account holder has passed away

I have applied for a meter, what happens next?

My meter is fogged.

What are Assessed Charges?

I have a meter, how often will I be billed?

Where can I find my customer number?

Are you charging me for sewerage?

More about rateable value

Help with paying your bill

If you are struggling to pay we may be able to provide additional support.

Struggling to pay

Help in a power cut

Being on the UK Power Networks Priority Services Register will ensure you will receive extra support if you experience a power cut.

UK Power Networks Priority Scheme

Read our guide

If you need a bit of extra help, this booklet explains who is eligible to receive this support, what’s available and how to apply for it.

Special Assistance Leaflet

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