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.

By signing up to our free priority services register, we can tailor our services to you and 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 should not register - instead, visit our dedicated 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, but 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, on a coloured background, read over the phone or even emailed to you, we can help. 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, on dialysis, or have restricted mobility, we’ll 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. You can sign up online, email us or call us.

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 Relay UK.

Other ways we can help

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 financial advice.

Get help paying your bill

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.

Service updates

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