Services for customers with sight problems

Last reviewed:

We offer a number of free services for customers who have sight problems, so please let us know if you would like extra help.

Contact us

  • Email: ecs@thameswater.co.uk
  • Phone: 0800 009 3652 (Our lines are open from 9am to 5pm, Monday to Friday and are closed on weekends and Bank Holidays)
  • Textphone: 0800 316 6899
  • TextRelay: 18001 0800 980 8800
  • Fax: 01793 424046

Large print services

If you have difficulty reading our bills, letters or other literature, we can send them to you in large print.

When you request large print services, all future bills and correspondence will automatically be sent to you in this larger format.

Braille services

When you let us know that you use Unified English Braille, we can automatically send your bills and other literature to you in this format.

Talking bill service

You can also register for our 'talking bill' service.

We will telephone you before sending your bill and can help you arrange payment, as well as discussing any other concerns. You can also request many of our popular leaflets that are available on CD.

Screen reading software users

If you use screen reading software and would like to receive your bill in text format please let us know – contact details are above.

If you would prefer to receive your bills in a PDF format, please register for an online account. You will be emailed when a new bill is ready:

Sign up to paperless billing

Coloured background bills

We can send you your bill on different coloured paper. This can be particularly helpful for customers with dyslexia.

Magnifier card

If you have sight problems you can ask us to send you a free magnifier card which may make it easier for you to check a caller's identification card at the door.

The magnifier card comes in a plastic cover with a glue strip on the reverse so you can attach it to the inside of your front door.

Braille notebook

If you are a braille user, we can send you a free braille notebook.

With the braille notebook you can write a note in braille and label food items in your cupboard, fridge or freezer. A relative or friend can also use it to write you a note in braille.

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