Affordability of services is a determinant for people’s level of access to water. In this study, we analyse the effect of a programme aimed at improving the affordability of water services on users’ water consumption. The programme was implemented in 2012 by the local government of the city of Bogotá, Colombia, intending to provide an essential “lifeline” volume of water to poor households free of charge. Our assessment was carried out with secondary data and used difference-in-difference estimators in a panel data analysis of a two-period sample: 2011 and 2014. The unit of analysis was defined based on the city’s administrative divisions and the socio-economic stratification of residences. Over the period analysed, beneficiaries’ household consumption increased, reaching per capita consumption levels closer to those of the upper strata of users. Results suggest that the programme contributes to increased consumption and equity among users.