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Priority services

If you or someone you know needs a little extra support, perhaps because of their health, disability, age, or if they’re going through a difficult time in their life, we’re here to help through our free priority services register.

Charlotte’s story

Watch the video to hear Charlotte’s views on our Priority Services Register and how it could help you. She’s supported by the charity, Sense, which helps people with complex disabilities and is raising awareness of our service.

How we can help

Once someone is signed up, we can make life a little bit easier by:

Making it easier to read your bill

We can provide bills in braille, large print, on a coloured background or read it over the phone.

Contacting someone you trust

You can choose someone you trust to be our point of contact for you in an emergency. You can also ask to have someone with you if we visit.

Setting up a password

We can put extra security measures in place to make you feel as safe as possible if we ever visit. Learn more about protection from bogus callers.

Getting straight through

There’s a dedicated phone number for our priority services customers, where you’ll get straight through to someone.

Helping in an emergency

If your water goes off or a pipe bursts nearby, we’ll try to call to make sure you’re ok. 

If your water’s off and you can’t leave your house, we’ll deliver bottled water straight to your door, where we can, prioritising those who are dependent on water for medical needs.

Who can we help?

We can help if you:

  • can claim a pension
  • have a disability or serious illness
  • need a consistent supply of water for a medical condition
  • have a child under five
  • need translation or help to understand communications from us
  • have a condition that affects your life such as dementia
  • are blind, partially sighted, deaf, or hard of hearing
  • have a mental health condition
  • need extra support due to life-changing events like bereavement

Sign up for support

Just complete our quick and easy form. You’ll need your address and ideally your Thames Water account number if you have it.

Carers, friends or family can also complete the form on behalf of someone they think could benefit from extra support.

Sign up for priority services now

Once you’ve signed up online, you’ll receive a letter welcoming you to the priority services register.

Updating your details

You can quickly update your details or leave the register online.

Update your details