Priority services
Are you already on our priority services register?
If you've recently received an email or letter asking you to update your details, you can do this online.
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 if you need it.
Signing up to our free priority services register allows us to tailor our services to you. We can prioritise how we support you if your water stops, as well as our day to day conversations with you. You can register for priority services if you have an ongoing health condition or meet any of the criteria listed below. If the list below doesn’t apply to you but you’re self-isolating or have coronavirus, you shouldn't register. Instead, visit our coronavirus help page.
- 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 kidney dialysis or skin conditions)
- Need foreign language or further 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 life changes
- Are a family with young children under 5
Support with coronavirus
Coronavirus is a short-term illness and water supply disruptions are rare. We want to help as many customers as we can during this difficult time. However we always need to prioritise those who have a medical need for water.
If your water stops at home, please ask friends, family or neighbours to support you with getting bottled 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. If this is the case, please call our 24 hour helpline on 0800 316 9800.
If you need other support, visit Age UK, Citizens Advice and Mind.
Tailored communications to meet your needs
If you need your bills sent to you in a different format such as braille, large print, or on a coloured background, we can help. We can also read your bill over the phone or email it to you. You can even nominate a family member, friend or carer to receive updates for you in emergencies. Simply contact us today and let us know what you need.
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 on dialysis, we’ll call you to explain what’s happened and check if you need our help. We also offer support during an outage such as bringing bottled water straight to your door. You can sign up online, email us or call us.
Get in touch
Call us on 0800 009 3652 (8.30am to 5pm, Monday to Friday)
If your hearing or speech is impaired, you can contact us using Relay UK.
Other help and support
Support from other utilities
If you’re elderly, disabled, have a long-term health condition or communication needs, you may also want to register for support from your other utility providers.
Two companies distribute electricity in our area. You can search using your postcode to find out which one supplies your address.
Learn more about the services from UK Power Networks or Scottish and Southern Electricity Network.
SGN supplies household gas in our area. Learn more about their priority services.
Preventing 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.
Learn more about bogus callers
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 advice.
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.
