Get extra help
Our Priority Services Register is a free service to help provide you or someone you know with a little extra support and includes:
- Easier to read bills
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Appointing someone as a point of contact in an emergency
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Extra security measures
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Dedicated phone number for extra assistance
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Phone call during an emergency such as a pipe burst
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Bottled water if you are unable to leave the house during a water outage
Our range of support services
We want to maintain a high standard of care for our customers which is why we offer a range of support services.
Financial and debt support
Our financial and debt support schemes are available to help you pay your bill.
Website accessibility
We're committed to delivering a website that is accessible for everyone.
Accessible contact options
You can contact us using British Sign Language, an interpreter or through RelayUK.
Incident guide
We go through what is an incident and different stages from preparing, during, and after.
Extra security
Our doorstep password scheme gives you peace of mind when we visit your property.
Help with a bereavement
We can help you close a water account or move it to a different name.
Inclusive Service Kitemark Certification
We have achieved the Inclusive Service Kitemark certification.
To achieve this, we were assessed against the BS ISO 22458 standard. The assessment involved reviewing our processes and performance metrics in the following areas:
- the identification of customer vulnerability
- inclusive design of products and services
- good practice in the adoption of AI (artificial intelligence) and data collection
- data protection and sharing to ensure that an inclusive service is created for all
The Kitemark shows our ongoing commitment to provide an inclusive service for everyone.
