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Extra help contacting us

We aim to provide an excellent customer experience to support our customers, whatever your needs or situation.

If you or someone you know needs a little extra support, our free Priority Services Register can help us to understand your situation so we can take it into account as best we can.

We offer a range of ways to help getting in touch with us easier if you have hearing or speech difficulties or English is not your first language.

To make you device easier to use, AbilityNet offers step by step guidance on how to adapt your phone, computer or tablet to meet your needs.

A customer agent smiles while speaking to a customer on the phone

British Sign Language  

You can contact us securely using British Sign Language (BSL) with a free video relay service. They’ll relay your call to one of our team. 

Select one of the below options that meets your need, and you’ll be automatically connected to a SignVideo BSL interpreter. 

A lady sits on the sofa on her phone

Your account or bill

Lines are open Monday-Friday 8am to 8pm and Saturday 8am to 1pm.

Help with account and bill

A Thames worker turning off the water in the street

Water or sewage services

Lines are open Monday-Friday 8am to 8pm and Saturday 8am to 6pm.

Help with water or sewerage

A Thames worker shows his ID badge at a customers door

Priority services emergency

Priority services (PSR) customers can can call 24 hours a day for a water or sewage emergency.

PSR emergency line

Hearing loss or speech impairment

If you have hearing or speech difficulties, you can contact our friendly team over the phone using Relay UK.

Relay UK

Language support

If you don't speak English as your first language, we can provide an interpreter on the phone or when we visit you. We work with Language Line which offers an interpreting service for over 240 different languages.

Contact us

You can also use Google Translate for free to translate a web page or individual words and phrases to your chosen language. You need to install the Google Translate extension to your web browser.


Confidence in our communications

On our confidence in our communications page, we go through a variety of topics so you can be assured it's us contacting you. This includes:

  • How you know it's us contacting you
  • Ways you can prevent scammers contacting you
  • What to look out for in phishing communications

Extra help and support

We offer a range of support services for our customers.

Alternative bill format

You can get your bills in braille, large text and on a coloured background. We can also read your bill over the phone or email it to you.

 Join Priority services

Accessing our website

We go through how our website is accessible and how you can change your browser settings to make it accessible for you.

View website accessibility

Account and billing

You can manage your account online, view how you're charged or get help to pay your bill.

View all account and billing

Help if you lose water supply

We've created a handy guide on ways you can be prepared if you lose your water supply.

View water supply guide