Your Customer Number: 7179853-5
Date Account type Meter number
04 March 2025 Metered 04 382677
SAS 35 For water supply to
167-169 Great Portland Street, London
,AB12 3AB
affinitywater.co.uk
Mr Bastiaansen
Eric Hendrikus
Adrianus
167-169 Great
Portland Street, Your monthly payment is
London changing from £46.00 to
W1W 5PF
£39.00
from 15 April 2025
Your water & waste water statement
supply your clean water, remove your waste water. Affinity Water bill
you and collect payment on behalf of Thames Water.
Credit Debit
Balance from your last statement
31 August 2024 £13.46
You've made 6 payments of £46.00 up to
15 February 2025 £276.00
Cost of water and waste water charges £235.14
Your credit balance £54.32
No need to do anything…
Thanks for paying by Direct Debit.
First payment of £46.00 due on 15 March 2025.
1
Going into the detail
Your meter readings
Previous: 6,527 Actual (16/08/2024) Answering your questions
Current: 6,623 Actual (10/02/2025) Fixed Charge
Volume used: 96m3 (96,000 litres) This is the fee your
supplier charges for
providing their service to
clean water your property and goes
towards the cost of
16/08/24 - 10/02/25, 96.00 x £1.0551 £101.29
maintaining their
01/10/24 - 31/03/25, Fixed Charge £14.16 networks. You may be
Clean water total £115.45 able to pay less if
rainwater from your
property drains into a
stream, river or soakaway
waste water instead of into a sewer. To
find out more go to:
16/08/24 - 10/02/25, 96.00 x £0.8672 £83.25 thameswater.co.uk/swd
01/10/24 - 31/03/25, Fixed Charge £36.44 or call 0800 009 3673.
Waste water total £119.69 Any questions, visit
affinitywater.co.uk
Combined clean water and waste
water charges for this bill
You can find useful, step-by-step video instructions on our website at
affinitywater.co.uk/howtoguides
Any problems? Call us on 0345 357 2401.
2
15 Sep 2024 Paid -£46.00
15 Oct 2024 Paid -£46.00
15 Nov 2024 Paid -£46.00
15 Dec 2024 Paid -£46.00
15 Jan 2025 Paid -£46.00
15 Feb 2025 Paid -£46.00
Total
Here is your breakdown of Direct Debit payments for Your monthly payment is
next 13 months (your first payment might be changing to pay for the
different but all subsequent payments will be the water and waste water
you’re likely to use until
same) your next review in
First payment on 15/03/2025 £46.00 12 months.
Subsequent 11 payments on the 15th of We've made sure this
takes into account your
£39.00 current balance, what
the month
Last payment on 15/03/2025 £39.00 you've paid so far and any
changes to your tariff.
The amount shown will
be taken from your bank
account on, or shortly
after the dates shown.
For more information
about your metered
payment plan please go
to our website at
affinitywater.co.uk
No further action is
required.
3
Showers make up a quarter of all our water
use at home. If we all cut our showers by only
two minutes, we'd save eight billion litres of
water a year!
The energy used to heat water represents a
fifth of the average heating bill - that's around
£135 a year according to the Energy Savings
Trust. Using less hot water, has a real impact
in the fight against climate change too, with
each home emitting 18.6 metric tonnes of
CO2 a year through water heating.
For saving water advice and to order Listen to a four minute song.
your FREE shower head or timer, visit
affinitywater.co.uk/savewater A good way to keep your SHOWERS short
Spread the costs Our Low Income Fixed Tariff (LIFT)
If you are finding it difficult to pay your bill, we
This tariff could help if your annual household
may be able to help spread the costs with a
income is less than £16,105, or you receive certain
payment plan to suit you. To apply, please visit
affinitywater.co.uk/paymentplan benefits.
To find out more, give our friendly team a call
Our WaterSure scheme on 0800 697 982 or visit affinitywater.co.uk/lift
Provides support if your property has a water
meter and you claim certain benefits and either
receive child benefit for three or more children Caring for your needs
or have a medical condition that means you We provide other services through our Priority
need to use extra water. Visit Services Register including large print literature.
affinitywater.co.uk/watersure For more information visit
affinitywater.co.uk/priorityservices
Our Water Direct scheme
Could help if you receive certain benefits and are
behind with your payments (payments are
deducted from your benefit payments and sent
directly to us). You can find out about the water quality in
your area by visiting
affinitywater.co.uk/waterquality
Alternatively, write to us at: Affinity Water
Limited, Tamblin Way, Hatfield, Hertfordshire,
To see how we’re performing, visit AL10 9EZ or
affinitywater.co.uk/performance call 0345 357 2407 (water supply,
water quality and emergencies only)
4
Our commitment to you
We’ll always try and provide you with the best possible service. If we fall short of the
standards we set ourselves, we’ll make sure we put it right.
Interruptions to your Billing queries
water supply If you write to us to query the accuracy of your
bill or account details, we aim to send a reply
If we are planning to turn off your water supply to
within 10 working days of receiving your letter
carry out works on our network, we will give you as
or email.
much notice as possible, advising you when we
expect to turn your water off and back on again. If we take longer than this to send our reply, we
If we plan to turn off your water for more than four
will automatically pay you £20.
If you write to ask us to change the way you pay
hours, we will give you at least 48 hours’ notice. If
we fail to notify you, we will pay you £20 your bill, we will make the change as quickly as
If we fail to turn your water back on by the time
possible. If we are unable to make the change
specified in our notice, we will pay you £30 and a and do not let you know within five working
further £30 for each subsequent 24 hour period you days, we will automatically pay you £20.
have no water.
For unplanned interruptions, for example when your Bank charges
supply is cut off due to a burst water main, we will We’ll reimburse any banking or Direct Debit charges
notify you as soon as practicable when we expect to that you experience as a result of a billing inaccuracy.
restore the supply and any information you may In the unlikely event that a court judgement is
need about alternative supplies. entered against you as a result of our error, we’ll pay
If your supply is not restored within 12 hours we
you a minimum of £50 too.
will pay you £30, and an additional £30 for each
subsequent 12 hour period you have no water.
Responding to written
complaints
Low pressure Where you have followed our complaints
procedure, we will send you our reply within ten
If the water pressure in our pipework falls below working days of receiving your letter or email. If we
seven metres static head (a technical term used to take longer than this to send our reply, we will
measure water pressure) at the boundary of your automatically pay you £20.
property on two occasions, each one lasting one
hour or more in any 28 day period, we will To view our complaints process, please visit
automatically pay you £25 affinitywater.co.uk/complaints
You can only receive one payment under this
Payments, credits
guarantee in any financial year (1 April to 31
March). This guarantee does not apply if the low
pressure is caused by essential work we have to do and exclusions
to our water pipe network, or if there is a drought. Where we have failed to keep an appointment,
respond to a complaint or change the way you
wish to pay your bill, you may be eligible for a
payment of £20 which we will either pay you
directly or credit your account within 10 working
days of the failure in service
In all other cases, payment will be made within
20 working days of the failure in service
If we do not make the payment automatically, a
further penalty payment may also be due.
5
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 affinitywater.co.uk/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 affinitywater.co.uk information about our leakage procedure. These
Tell us how we're doing at are available from affinitywater.co.uk/charges
affinitywater.co.uk/feedback affinitywater.co.uk/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 affinitywater.co.uk/privacy
know who may require extra
or contact us at data.protection@affinitywater.co.uk 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, affinitywater.co.uk/priorityservices
available on our website at
affinitywater.co.uk/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 ccwater.org.uk 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
affinitywater.co.uk/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
