Anglian Water offers £70 million support package for customers struggling with the cost of living

Anglian Water has announced a £70 million package of customer support throughout 2024 for those struggling with the cost of living. This package will help an estimated 380,000 customers over the next year.

Anglian Water is highlighting the support packages it has available, which can be tailored to help those most in need. This includes discounted tariffs on water bills of up to 50 per cent for eligible customers, temporary payment plans, forgiveness schemes, payment breaks in certain circumstances. It also includes direct support through the Anglian Water Assistance Fund, which is specially designed to help cover the cost of bills when people are going through the most challenging times.

The support is part of a longer-term package that has seen the water company set aside more than £336 million since 2020 to help those customers who need it most. To date, more than 1.3 million customers have benefitted from Anglian Water’s extra assistance since 2020. Last year, the company provided more than 320,000 people with affordability support, but this is expected to increase by thousands this year as people continue to struggle with the cost of living.

From 2025, the water company is proposing an even bigger support package for customers, which will include an industry first, Medical Needs Discount. This discount will provide direct financial aid to those with specific medical needs which create a high-water dependency, for example, those requiring vital medical equipment such as home dialysis. The plan is currently with industry regulator Ofwat for approval.

Anglian Water’s Director of Customer and Wholesale Services, Pete Holland said: “We know times are still tough for lots of our customers, with many bills increasing again this year, including water. We do all we can to keep bills affordable but we want people to know there is support available for anyone struggling to pay. Our teams are always on hand to offer support in a way that’s tailored to your individual circumstances. But we can also help you identify wider external support you might not have known you’re entitled to, which can help ease your financial burdens.

“So, whatever the circumstances, our message to customers is: if you’re worried about paying your bill, please get in touch. The sooner we talk, the sooner we can help.”

The package will also signpost customers to potential government benefits they may be able to claim through a designated Extra Care team. The Extra Care Assessment is intended to help customers check their eligibility for other financial help and benefits they may be entitled to, to help with the cost-of-living. Since 2020, the team has signposted customers to more than £12.5 million of potential unclaimed benefits, with some customers receiving up to £3,000 of extra benefits following Anglian Water’s assessment.

Anglian Water customer, Alison, was very grateful after one phone call with Anglian Water’s Priority Services Team prompted her to check her eligibility for additional financial support.

During a phone conversation about a debt on her account in August, the Chelmsford resident was advised to fill out the company’s Extra Care assessment, as it became clear during the call that she might be entitled to some extra financial help due to a medical issue that affects her water usage and ability to work.Alison said: “Olivia from Anglian Water took me through the assessment over the phone. It showed I should contact Universal Credit and when I did, I couldn’t believe what happened next!

“I’m now not only getting an extra £466 a month in benefits I’m entitled to, but I’ve also been reimbursed more than £10,000 in backdated payments for other benefits I’d been missing out on.
“I will never be able to put into words how amazing Anglian Water has been at helping me access the financial help I’m eligible for and I’ll be eternally grateful for that phone call.”

Anglian Water also provides additional support for customers in vulnerable circumstances through its Priority Services Register. This Register provides help to a wide range of people, from those with sight, hearing, or mobility difficulties, to parents with babies under 12 months old and those with long or short-term medical needs.

Customer service teams receive extensive bespoke training to support customers with a wide range of challenges. In addition to the above support, Anglian also partners with over 150 charities and organisations, including the Money and Pensions Service, Kidney Care UK, Carers First and Scope, to provide tailored support and raise awareness of the help on offer.

During the pandemic Anglian Water distributed a £1 million Positive Difference Fund, benefiting more than 100,000 people in the East of England through more than 160 community groups.

Any customers who are struggling are encouraged to contact Anglian Water via its website, X or Facebook accounts or calling its Extra Care Team directly on 0800 169 3630.