Priority services

We aim for your taps to have a constant flow of water, 24 hours a day, 365 days a year. But if things ever do go wrong with your water or wastewater services, we can offer extra help and support for those who need it most.

Tailored communications to meet your needs

If you need your bills sent to you in a different format such as braille, large print, on a coloured background, in a different language or read over the phone – we can help. You can also nominate someone else to receive updates for you in emergencies.

Proactive support if your water supply turns off

When you join our priority services register, you can enjoy peace of mind with our dedicated phone line for water and waste emergencies. If you’re medically dependent on water or have restricted mobility, we can call you to explain what’s happened and check if you need our help. We also offer additional support during an outage such as bringing bottled water straight to your door.

Who can register

Please only register for priority services if you have an ongoing health condition or specific communications need as listed below. Although we want to help as many customers as we can in an emergency, you do not need to register if you are self-isolating or have the coronavirus. Please see how we can help below.

You can sign up to our register if you or a family member:

  • are eligible for a pension
  • have restricted mobility or a physical disability
  • have a chronic or serious illness
  • need a consistent supply of water for a medical condition or equipment (such as dialysis or skin conditions)
  • have need of foreign language or other communication support (such as dyslexia)
  • have problems making decisions that affect your daily life (such as dementia)
  • are registered blind or partially sighted
  • are deaf or hard of hearing
  • are living with a mental health condition
  • are experiencing temporary, significant life changes such as a bereavement
  • are a family with young children under 5

Coronavirus

Coronavirus is a short-term illness and water supply disruptions are rare. If your water stops at home, please ask friends, family or neighbours to support you with getting bottled water.

We want to help as many customers as we can during this difficult time, but we always need to prioritise those who have a medical need for water. If your water stops for an extended time, you’re unable to leave the house and those supporting you in other ways (such as grocery shopping) cannot bring you water, we’ll do our best to deliver some – please give us a call.

If you need other support please find a link here to national helplines for Age UK, Citizens Advice and Mind.

How to sign up to priority services

Sign up to priority services

Email us on ecs@thameswater.co.uk

Call us on 0800 009 3652 (9am to 5pm, Monday to Friday)

If your hearing or speech is impaired, you can contact us using the Next Generation Text Service (NGTS).

Bogus Callers

If you or a family member live alone and feel uncomfortable answering the door, join our doorstep password scheme and stay safe from doorstop callers.

Find out more

Help paying your bill

If you find budgeting or paying bills difficult, or want to explore further support services when it comes to paying your water bill, visit our help page for further financial advice.

Find out more

Foreign language support

Please contact us directly on 0800 009 3652 if you or a family member needs foreign language support. We have an interpreter service available to assist any customer who may need support.