Get extra help with Priority Services

If you or someone you know needs a little extra support, our free Priority Services Register (PSR) is here to help.

Tell us about your situation, and we'll do our best to make sure you get the care and attention you need.

Carers, friends, or family can also register on someone's behalf if they feel extra support would help.

You can call us for free for extra support on 0800 009 3652.

Who the Priority Services Register is for

You may find our Priority Services especially helpful if:

You are living with a:

Disability or long-term health condition
Condition that affects your life, such as dementia
Medical condition, including difficulty hearing, being deaf, blind, or partially sighted
Mental health condition
Mobility challenges
Increased needs related to older age
Child under five in your home

Or your situation requires:

A constant supply of water for a medical condition
Translation or extra help understanding our communications
Support during a life-changing event like a bereavement
A little more understanding from us, so we can tailor our services to you

How Priority Services can support you

Once you join, you’ll have access to a range of helpful services designed with your needs in mind:

Easier to read bills

We can send your bills in braille, large print, on coloured paper or read them to you over the phone.

A trusted contact

You can choose someone you trust to be our main point of contact in an emergency.

Extra security and peace of mind

Our doorstep password scheme helps you feel confident about who is visiting your home.

Dedicated phone line

You’ll have access to a dedicated phone number for quicker and more personalised assistance. The number can be found in your welcome letter.

Support during emergencies

If there’s a burst pipe or issue near your home, we’ll try to call you to check you're safe.

Bottled water deliveries

If your water supply stops for any reason and you're unable to leave home, we’ll deliver bottled water if you rely on it for medical reasons.

Contact us if you need extra support

We work closely with a range of organisations to make sure the services we offer are helpful, accessible, and right for you. If you think you might need a little more support, please get in touch so we can talk through your options.

Ofcom also provides helpful advice on communication services for customers who need extra support.

Dialysis at home

If you receive dialysis at home:

We'll give you more notice before any planned work that affects your water supply
You'll receive extra support and advice during emergencies
If the water hasn't been restored and you need dialysis, please contact your Home HD team or your usual hospital
At night or on weekends, please follow our out-of-hours protocol

Preparing for interruptions

We've created guidance to help you prepare before, during, and after interruptions to your water supply. Our team will be there to support you along the way.

Updating or leaving Priority Services

Our Priority Services are free and you can update your details or leave Priority Services at any time. We’re here to make things a little easier wherever we can.