Useful information
Phone Water meters
Customer Services A meter reading is evidence of the water consumed
unless the meter has been tested and proved to be
Call us on 0345 357 2401 recording incorrectly. You may ask us to test your
Monday to Friday, 8am to 6pm meter. If the meter passes the test, we will charge
Saturday, 8am to 2pm you a fee of £70. You must not interfere with,
damage or remove the meter and you must allow
Water supply emergency? us reasonable access to the meter. Our Metering
Call us 24/7 on 0345 357 2407 Policy sets out information about metering and is
available from [Link]/meteringpolicy
Waste water emergency?
Call Thames Water on Charges schemes and
0800 316 9800 leakage procedure
Our Household Charges Scheme sets out
Online information about our charges and debt recovery
procedure. Our Leakage Booklet sets out
Visit us at [Link] information about our leakage procedure. These
Tell us how we're doing at are available from [Link]/charges
[Link]/feedback [Link]/leakageprocedure
Personal info Need extra help?
We collect and use certain personal information to
provide you with water services. We process all The Priority Services Register
personal information in accordance with the Data
Protection Act Principles. For more information on (PSR) is free to join. It helps us
how we manage your personal data, see Protecting
Customer Information at [Link]/privacy
know who may require extra
or contact us at [Link]@[Link] help, or would like a bill in a
different format such as large
Something not right? print or braille. For more
Call us on 0345 357 2401 so we can get to the
bottom of it. If you're still not satisfied, we will review
information please visit us at
your complaint through our complaint process, [Link]/priorityservices
available on our website at
[Link]/complaints. If we are not able to to use our translation services
resolve your complaint, you may ask the Consumer
Council for Water for assistance, visit the CCW
and additional accessibilty
website at [Link] features or call 0345 357 2406
Difficulty paying? You can also ask for translation
If you are struggling to pay we may be able to services if English isn't your first
provide extra help. Find out more at
[Link]/helpmepay language.
You can also get free, confidential advice from
agencies such as the Money Advice Service or
National Debtline.
Moving home?
Please give us at least two days’ notice of when you
are moving. Otherwise you will be liable for charges
after you have moved out.
Affinity Water Limited Registered Office: Tamblin Way, Hatfield, Herts, AL10 9EZ.
6 Registered in England no. 2546950. VAT number 600 4315 04