What options did you look at and why are they not possible?
We worked with water treatment specialists, our supply chain and product suppliers to investigate the technical options that could be used to reinstate partial water softening. These included:
- Reinstatement of water softening by upgrading the previously used treatment plant and retro fit with reverse osmosis membrane modules.
- Complete replacement of previously used treatment plant to achieve partial softening with an ion exchange plant.
At the moment, there’s no equipment available for partial softening that has the necessary water quality regulations approval.
Will water softening be available in the future?
On reviewing the options available to us, the costs of reinstating partial softening in the area would be a multi-million-pound project, and only possible once any new equipment was available after gaining the necessary regulatory approvals.
The costs are far greater than we anticipated. Even if we reintroduced the surcharge – prior to 2015, Saffron Walden residents paid an extra 10% charge on bills to have water partially softened - this would not be enough to cover the costs of the new equipment over its lifespan.
What are the impacts of harder water?
While water is now ‘harder’ than Saffron Walden customers were used to, it’s frequently tested and is still of the same high quality that we‘ve always delivered. The water in the Southeast is naturally hard and this has no effect on health - in fact, the minerals in hard water are beneficial for healthy growth and count towards your daily intake of calcium and magnesium. Saffron Walden was unique in this region to receive water that was partially softened
What is the effect of hard water on heating systems?
The water in your internal heating system is a ‘closed system’, which means the same water circulates continuously, and will only change if maintenance is done. All heating, hot water and medical appliance manufacturers will have specific settings for their appliances to work with hard water. You can ask the manufacturer directly any questions about the hardness of your water for your appliances and they can advise you further.
How can you help me save water and money?
Discover easy ways to save water in your home and protect your local streams, here. You can also take our My Water Footprint quiz to find out how much water you’re really using and order free water-saving devices or book a free home water efficiency check with an Affinity Water technician.
We’d also like to highlight that we have a range of tariffs designed to support customers in vulnerable circumstances who may struggle to pay their bill. If you feel this could benefit you, a close friend or family member please visit our help to pay page.
Have we been paying more for the water softening treatment through our bills?
No. Since 2015, Affinity Water has not charged Saffron Walden customers to partially soften their water.
Even if we reintroduced the 10% extra charge, this would not be enough to cover the costs of new equipment if and when it became available.
What other investments are you making in the Saffron Walden area?
We are reducing the amount of water we take from our underground chalk aquifers to help take care of the region’s globally rare chalk streams and the unique wildlife they support. We’ve also been making investments to support population growth in Saffron Walden and surrounding areas and making our network more resilient to drought events. You can find out more about our investment commitments on our website.
These investments will ensure we have a sustainable supply of water for a growing population in your area, leave more water in the environment and make your water supply resilient to drought.
How can I soften water in the home?
We recommend that you contact a WaterSafe plumber and seek independent advice to install a domestic water softener at your property.
Get more advice from the Drinking Water Inspectorate (DWI) on softening.
Is Affinity Water in violation of a legal agreement that requires the company to soften the water in Saffron Walden?
No. The Regulation 6(2) of the Lee Valley Water Order 1963 highlights that a charge of 10% of the standard rate should be levied for the supply of partially softened water during ‘the relevant’ period. This period comes to an end when water hardness exceeds 180ppm (parts per million). This is not an obligation to provide softened water, rather a right for the water company to levy an additional charge for partially softened water.
As the equipment used to partially soften the water failed unexpectedly with water hardness then exceeding 180ppm, the company has no right to levy this extra charge and has not been doing so since 2015.
Can I talk to anyone about this?
If you have any questions or would like to give any feedback on this decision, you can contact us here. If we’re unable to answer any questions you may have, these will be recorded, and we’ll respond as soon as we can.