Priority Services

We want to maintain a high standard of care for our customers.

If you or someone you know needs a little extra support, our free Priority Services Register can help us to understand your situation so we can take it into account as best we can.

Carers, friends, or family can register on behalf of someone they think could benefit from extra support.

The Priority Services Register can support you if the following applies:

You are living with a:

Disability or chronic health condition
Condition that affects your life such as dementia
Medical condition including difficulty hearing, being deaf, blind, or partially sighted
Mental health condition
Mobility constraints
Risk of developing further needs due to older age (i.e. if you are a pensionable age)
Child under five

Your situation requires:

A consistent supply of water for a medical condition
Translation or help to understand communications from us
Extra support due to a life-changing event like bereavement
Us to understand your situation so we can take it into account as best we can

How Priority Services can help

Once you join the scheme, we can help you with:

Easier to read bill

We can provide your bill in braille, large print, on a coloured background or read it over the phone.

Choose someone you trust

You can have someone else as our point of contact in an emergency.

Extra security measures

Our doorstep password scheme gives you assurance on when we will visit your property.

Dedicated phone number

Priority Service customers have a dedicated phone number for extra assistance.

Help in an emergency

If you get a pipe burst near your property, we will try to call you to make sure you're okay.

Bottled water

If your water goes off and you are unable to leave the house, we will provide bottled water for customers dependent on water for medical needs.

Contact us for extra support

We make sure the range of services we offer to customers who need extra help is effective and accessible. To do this, we work with third-sector and statutory organisations. Please contact us if you need extra help and we can discuss your options. Ofcom also provides advice on communication services available for customers needing extra support.

Dialysis at home

If you receive dialysis at home:

We'll give you more notice before we turn off your water supply during planned work.
During emergencies, you'll also receive additional support and advice.
If the water supply hasn't been restored and you need dialysis, please contact your Home HD team / hospital you usually attend.
During the night or on a weekend, you will need to use the out of hours protocol.

How to prepare for interruptions

We provide extra help and support during interruptions and have created a list of what you can do before, during and after an incident.

Updating / cancelling your Priority Services

By joining our free Priority Services, we can provide you with additional and tailored support. You can update your details or leave Priority Services at any time.