ADVICE ANDINFORMATION

ON SPECIALASSISTANCE

SERVICES

Do you need a helping hand?

If you need a bit of extra help, you might like to take advantage of our special assistance services.

This booklet explains who is eligible to receive this support,what’s available and how to apply for it. If you think you, a loved one or neighbour may be eligible, please read and share this leaflet with them.

I N T R O D U C T I O N . . .

Am I eligible? To qualify for ourWaterSure Scheme,you must meet the three eligibilitycriteria listed below:

1) Your water supplyis charged on ametered basis.

2) A member ofyour householdreceives oneof the followingbenefits:

• Income Support• Income-basedJobseeker’sAllowance

• Income relatedemployment andsupport allowance

• WorkingTax Credit

• Pension Credit• Child Tax Credit

(but not if youjust receive thefamily element)

• Housing Benefit• Council TaxBenefit.

Please note: benefits that are notmeans tested, suchas Disability LivingAllowance, Carer’sAllowance or SinglePerson’s Council Tax Allowance, donot qualify.

3) You have:• Three or morechildren under theage of 19 livingin your home,

or• One or morepeople living inyour propertywith a medicalcondition thatresults insignificantlyhigh wateruse, such as:• Desquamation

(flaky skin disease)•Weeping skindisease (eczema,psoriasis, varicoseulceration)

• Incontinence• Abdominalstomas

If you live in a low-income household that uses a lot of water,managing the water bill can sometimes be very difficult. If yourhousehold is eligible for this scheme, we’ll ensure that your waterbill doesn’t exceed the average for your local area, even if you use a lot more water than your neighbours.

How does the WaterSure Scheme work?

• Renal failurerequiring homedialysis (exceptwhere thehealth authoritycontributes towardsthe cost of dialysis)

• Crohn’s disease• Ulcerative colitis.

Please note: we may considerother medicalconditions whereyou can justify youradditional use ofwater and produce a doctor’s certificateto confirm this.

If you meet oureligibility criteria, you may be able to get your bills capped

at the averagehousehold charge.

If you think you are eligible for theWaterSure Scheme,please complete theenquiry form at theback of this booklet, visit our website or contact our Special

Assistance Servicesteam by email orphone. You can also contact them if you’d like to find out more about the scheme(see back page forcontact details).

NominatedcorrespondentIf you would like tonominate someoneelse to discuss youraccount with us, justlet us know. We canalso arrange forinformation to besent to this person.

Password schemeThieves pretendingto be from the localwater companyoften prey on olderand/or vulnerablepeople. We operate a password schemeto help you preventbogus callers fromgetting into yourhome. If we call onyou, when asked wewill use a passwordthat only you andAffinity Water willknow. So if a caller

does not give thecorrect password,you know not to let them in. Don’tworry about causingoffence, becausegenuine Affinity Water employees are always happy to wait, even if you need to checkthings out with ourcustomer servicesteam before lettingthem in.

PRIORITY SERVICES REGISTER (CONT) ...

Bill assistanceYou can receiveinformation andguidance if you arestruggling to meetthe cost of yourwater bill. Details of how we can helpare set out in ourbooklet called Help with PaymentProblems.

To receive a copy, please visit ourwebsite or contactour customerrelations team(see back page).

Would you be better off with awater meter?Couples withoutchildren and peoplewho live aloneusually find thathaving a watermeter installedresults in lower bills.

To receive our Whyswitch to a watermeter? booklet,please fill out and return theattached form.

Easy access if you want to visit usOur main office has easy access for customers with disabilities.

Other services

Easier readingTo receive this leaflet in large print, audio or Braille, please call 0345 357 2406

Leaks

A leaking pipe wastes a lot of water. This is bad news because water is a preciousfinite resource and demand for it just keepsgrowing and growing. If you spot a leak,please call Affinity Water immediately.

Have you spotted a leak?

Important Information

Consumer Council for Water www.ccwater.org.uk

Waterwise www.waterwise.org.uk

Ofwat www.ofwat.gov.uk

Anglian Water www.anglianwater.co.uk

Drinking Water Inspectorate www.dwi.gov.uk

Thames Water www.thameswater.co.uk

Other useful websites:

Our advice to you is to be vigilant at alltimes. If someone calls at your door and tellsyou they are from the water board, don’t letthem in unless they are in uniform and canshow you a Affinity Water identity card. If you are in any doubt, just ask them to waitoutside while you call our customer relationsteam – don’t worry about causing offence,because if they are genuinely from AffinityWater, they won’t mind waiting.

It’s a sad fact that there are many bogus callers out there who are experts at conninghomeowners. They may claim to be ‘from the water board’, but really they intend to steal cash and property.

Be stranger aware!

For peace of mind, you might like to register a password with us, to be used by the Affinity Water representative visiting your property.

You can arrange this by contacting our Special Assistance Services team (see back page).

Knock, knock. Who’s there?

Telephone: Operational enquiries (water supply, quality and emergencies): 0345 357 2407

Mon-Fri 7am to 8pm Sat-Sun 8am to 4pm

Emergency service operates outside these hours

Account enquiries

metered customers: 0345 357 2401

non-metered customers:0345 357 2402

Mon-Fri 8am to 6pm Sat 8am to 2pm

Special Assistance Services 0345 357 2406

Mon-Fri 9am to 5.00pm

Website:www.affinitywater.co.uk/helpinghands

Email:helpinghands@affinitywater.co.uk

Post:Special Assistance Services, Affinity Water Central Ltd, Tamblin Way, Hatfield, Herts AL10 9EZ

C O N T A C T S . . .

How to get in touchPlease keepas a handy reminder