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Get extra help

Our Priority Services Register is a free service to help provide you or someone you know with a little extra support and includes:

  • Easier to read bills
  • Appointing someone as a point of contact in an emergency

  • Extra security measures

  • Dedicated phone number for extra assistance

  • Phone call during an emergency such as a pipe burst

  • Bottled water if you are unable to leave the house during a water outage

View our Priority Services

A customer reads a large print bill

Our range of support services

We want to maintain a high standard of care for our customers which is why we offer a range of support services.

A woman and her carer have a cup of tea

Financial and debt support

Our financial and debt support schemes are available to help you pay your bill.

Get financial support

A customer browses the Thames Water website

Website accessibility

We're committed to delivering a website that is accessible for everyone.

View accessibility

A Thames customer service agent on the phone

Extra help contacting us

You can contact us using British Sign Language, an interpreter or through RelayUK.

Get help contacting us

A Thames worker turning off the water in the street

Prepare for interruptions

We go through what you can do to help prepare in case your supply is interrupted.

View our interruption guide

A Thames worker shows his ID badge at a customers door

Extra security

Our doorstep password scheme gives you peace of mind when we visit your property.

Join doorstep password

A mother and daughter sit on a sofa holding hands

Help with a bereavement

We can help you close a water account or move it to a different name.

Report a bereavement

Inclusive Service Kitemark Certification

We have achieved the Inclusive Service Kitemark certification.

To achieve this, we were assessed against the BS ISO 22458 standard. The assessment involved reviewing our processes and performance metrics in the following areas:

  • the identification of customer vulnerability
  • inclusive design of products and services
  • good practice in the adoption of AI (artificial intelligence) and data collection
  • data protection and sharing to ensure that an inclusive service is created for all

The Kitemark shows our ongoing commitment to provide an inclusive service for everyone.

inclusive service BSI kitemark logo