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Priority services

Our priority services offers additional practical support and is completely free! Who can we help?


People who need temporary support

We can support you when experiencing life changes, such as bereavement, divorce, job loss and recovering from hospital treatment via our time to breathe service as well as look at the best tariff for you.

People reliant on medical equipment

If you receive home dialysis or any other form of automated medication you will receive personal updates when your supply will be interrupted as far in advance as possible and provide support during emergency interruptions.

People with children under 12 months

If you have young children we will contact you as a priority during a water quality incident.

People with sight, hearing or speech impairments

If you are blind or partially sighted, deaf, have a hearing or speech impairment we can send you bills in alternative formats or send your bill to a friend or relative.

People with restricted mobility or a disability

If you or someone you care for has a physical impairment, or restricted mobility we can help with reading your meter and support you via our knock and wait service.

People with a serious or long term illness

We can look at the best ways to support you managing your account with us and ensure you are a priority during an incident, if you or someone in your household is living with a serious or long term illness.

Mental health

1 in 6 people experience a mental health problem. We all struggle at times which can have an impact on finances. We want to help and have a number of ways you can speak to us including telephone, email and live chat where we will work with you to provide the right support.


We understand providing unpaid care can have an effect on your stress levels and financial situation. We can check you are on the best tariff as well as look at flexible payment options. If you are caring for someone who doesn't live in your home you can register them for Priority Services.

Difficulty with understanding and communication

We can look at a number of ways to support you, from having someone call you to talk through your bill or we could arrange a home visit to talk in person. You can also choose for a friend or relative to help manage your account.


How can we help?

Help and advice is also available from the following organisations:

  • National Debt Line - 0808 808 4000 - Or webchat with an adviser - Monday to Friday: 9am - 8pm- Saturday: 9.30am - 1pm 


Your energy providers register

Our region’s energy distributors, UK Power Networks and Western Distribution also have a priority services register. If you think you may need extra help during a power cut due to being medically dependent on electricity, elderly or disabled or if you have specific communication needs you can find out about their Priority Service Register:


If you're not sure who your network operator is you can find out here.