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How the Priority Services Register can help you

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

Adam has been receiving dialysis for a kidney condition for many years. He is one of the many people across the country who require additional support from their water company.

“It started off years ago – they found out my kidneys weren’t working well. I knew eventually I would have to go on dialysis. It’s changed my life completely really”, says Adam.

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

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’s website.