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Your thoughts on our Priority Service Register

Tell us how we’re doing – your feedback helps us do better!

The asterisk (*) symbol denotes required fields.

Question 1

Please see below the services we can provide to customers on our Priority Services Register:

  • Delivery of alternative water supplies during an interruption
  • Knock and wait facilities (where visiting staff know to allow extra time for customers to answer the door)
  • Additional communications, contact, or support around outages or incidents
  • Additional metering support or services by the company
  • Alternative communication formats such as braille, audio information, large print, etc
  • Arrangement of additional presence during visits
  • Third-party support (where a nominated trusted contact is allowed to manage a customer’s account on their behalf)
  • Password facilities (where staff use a password when dealing with a customer)
  • Signposting to other support and services, both within and outside the company
  • Priority contact before or during actual or potential outages to understand the impact and/or ask if further support is needed

Question 2

Please see below some information about eligibility for our Priority Services Register (PSR)

If you meet any of the criteria below, you are eligible for our Priority Services Register (PSR)

  • Of pensionable age
  • Are disabled
  • Have an illness which affects their day to day life
  • Are pregnant or live with children aged 5 and under’
  • Have a hearing or sight condition
  • Have poor sense of taste or small
  • Are unable to or have difficulties communicating in English or Welsh
  • Have a cognitive impairment, learning disability, developmental conditions or dementia
  • Require additional showering or bathing due to health condition
  • Have physical impairments
  • Are going through a disruptive life event such as bereavement or post hospital recovery

Question 3

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Question 4

Question 5

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Question 6

Hafren Dyfrdwy does not know which of our customers are eligible to be on the Priority Services Register, and people’s circumstances can change over time. This means we not able to sign people up automatically or invite them directly to sign up. 

Question 7

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