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Do you have no water?
Use our checklist to help identify the cause of a loss of supply.
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Do you have low pressure?
Find out what could be causing low water pressure in your home.
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 or health needs.
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You are here : At Home > Priority services
Here are the services we offer:
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
Please see our privacy notice for the Priority Service Register below.
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 users can contact us using a British Sign Language video interpreter, via the InterpretersLive! service, provided by Sign Solutions. Find out more here.
If you require a translator, please get in touch with our customer service team.
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 email@example.com or call 0345 357 2406.
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
If you are struggling to pay we may be able to provide additional support.
Struggling to pay
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
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
Registered office: Tamblin Way, Hatfield, Hertfordshire, AL10 9EZ.
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