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Help when you need it

We all need a bit of extra help from time to time, and there are lots of ways we can support you and your household.

Help with a medical condition or disability

If you or somebody in your household has a medical condition or disability that requires high or constant water use, the Priority Services Register could help.

Support for customers with additional needs

We want to make sure you get all the support you need from us. To help us do this, we have a Priority Services Register.

The Priority Services Register

The Priority Services Register is a list of our customers who have additional needs that we should be aware of if there’s ever a supply interruption.

This helps us to prioritise care and support for people who have additional needs or are considered vulnerable.

Eligibility for the Priority Services Register

You are eligible to join the Priority Services Register if any of the following are true:

What we consider vulnerable situations or circumstances

You could be considered vulnerable, and eligible for help from us, if you are somebody who:

  • has a mental health condition that impacts your ability to understand your bill
  • requires connection to a water supply for medical treatment
  • needs extra support for a limited amount of time
  • lives with children under the age of five
  • has mobility issues 

Additional support we provide to customers on the Priority Services Register

Once you have registered, we can help you in many different ways. We can provide any combination of the following methods of support.

Depending on the circumstances of each situation, we could:

  • provide advance warning of supply interruptions
  • move your water meter if it’s difficult for you to access
  • make sure you have an alternative water supply during outages
  • schedule work to the supply around medical treatments like home dialysis
  • wait longer for you to answer the door if we know you need more time to get around
  • give you accessible bill formats to help with visual impairments, dyslexia and other conditions
  • help you appoint a nominated person for us to contact if you’re unable to deal with your own account
  • communicate with you in another language if Englishis not your first language
  • use a doorstep password to help protect you from bogus callers

The Priority Services Register helps us to help you. It gives us all the information we need to make sure we look after you and support your needs.

We're also able to provide help with paying your bill if you're in financial difficulty. 

How the Priority Services Register can help you

Hear from customers who have benefited from the Priority Services Register and how it has helped them.

Adam's story

Adam is diabetic and who requires dialysis to treat his kidney condition. He tells us how signing up to the Priority Services Register has helped him. 

Supporting people like Adam

Adam isn’t alone. There are thousands more people in our region who require additional support.

It’s our job to make sure they get all they need from the water we supply, and that we work together to make sure their condition is not affected by supply interruptions.

Not only does Adam need water for his kidney treatment when he goes to hospital for dialysis, he is also diabetic. He says, “I get thirsty quite a lot because I’m a diabetic, so I need fluid.” Adam can’t be without water for any length of time.

With something this vital we need to make sure we communicate clearly with Adam, and his care team, to make sure any planned repairs or unexpected supply issues don’t affect his health and wellbeing.

With around 8 million people using our water every day, there are so many people relying on us, and we have to make sure customers in vulnerable circumstances get the support and assistance they need.

Join the Priority Services Register

The Priority Services Register helps us to do just that. The Priority Service Register is a list of our customers who need a bit of extra help. It tells us where they live and what their circumstances are, so we know how best to help them.

“I’m signed up to this PSR register, so the water company knows about my condition and everything, so if anything did happen, water would be sent” says Adam. “Hopefully anybody who is in the same condition, like me, should be signed up. It’s been a great help, very beneficial.”

The support can come in many different forms. If you have mobility issues, we can move your water meter so you can take readings more easily, and we will wait longer at the door if we come to call for you to give you time to answer.

We can send your bill in accessible formats to help with conditions including visual impairments and dyslexia, and we can help you appoint a nominated person for us to contact about your account if you are unable to manage it yourself.

If you require constant connection to a water supply, we can schedule work around your treatment needs so that home dialysis is not affected, and we can provide an alternative water supply if there’s a supply interruption.

Please, sign up to the Priority Service Register today and help us to give you the support you, a friend or family member needs.

Other organisations who can help

We’re not the only people who can help you. There are many organisations, including other utilities companies, charities and Government departments, who can offer advice and support when you need it.

Your electricity and gas providers will also have a Priority Services Register that you can join, and so do the organisations that manage the power and gas networks in your region.

If you think you need extra support from your other utilities providers, contact them directly or search for their priority services online.

Priority Services for electricity

The electricity network operator for your region will be able to provide priority services to you during a power cut. If you don’t know who your network operators are, you can find your electricity network operator and how to contact them by entering your postcode at Powercut105.com.

Priority Services for gas 

The gas network operator for your region will be able to provide priority services to you during a gas supply interruption.

If you don’t know who manages the gas network in your area, you can find your gas supplier and network operator through findmysupplier.energy’s website.