If you need practical support, our Priority Services Register is here for you.
It’s completely free, and once you’ve signed up, you can stay on it for as long as you like.
We can help a really wide range of people, from those with sight, hearing, or mobility difficulties, to parents with babies under 12 months old. And we offer a wide range of support, from reading your meter for you (if you find this difficult), to sending out bills in other formats. It’s all part of our WaterCare service.
Who we can help
We can support lots of people, in lots of different ways. If you have any questions, or you’d like us to talk through your bill with you, please call us on 03457 919 155 or ask us to call you back.
If you’re self-isolating due to Coronavirus (COVID-19)
If this is because of your age, an underlying health condition, or if you’re part of a high risk group and you need extra support, we can help.
If you’re going through life changes
We understand that you might need extra support sometimes, for example if you’re recovering from a medical treatment, or going through a divorce, job loss, or other life change. We can offer temporary support to help you out.
If you need to use vital medical equipment
If you receive home dialysis or are reliant on other mechanical medical devices at home, we’ll let you know as far in advance as possible (and offer support) if there’s going to be a supply interruption in your area.
If you’re an expectant mother, or have a baby under 12 months old
We’ll contact you as a priority if your water supply is going to be interrupted, to give you time to prepare.
If you’re deaf, hard of hearing or have a sight or speech impairment
We can send your bills in large print, Braille, or audio formats. Or we can send your bills to a friend or relative if that’s easier for you.
If you have restricted mobility or a disability
We can offer to read your meter for you, if you find this difficult. And once we’re able to visit our customers again, if we knock on your door we’ll wait to give you more time to answer.
If you have a serious or long-term illness
We’ll look at the best ways to support you and give you priority support during any changes to your water supply.
If you need mental health support
Every year, one in four of us will experience a mental health problem. If that’s you, we want to help. You can talk to us over the phone, email, or live chat – we’ll work out a way to support you.
If you’re caring for a loved one
We can add you to our nominee scheme, so you can manage your loved one’s account for them. If they’re also signed up to our Priority Services Register, we can get in touch with you directly to let you know about any interruptions to their water supply, and work with you to get them the help they need.
If you want help managing your account
You can ask a carer, family member, or friend to speak to us for you, and allow them to manage your account. Tell us who they are, and we’ll make them your ‘nominee’ so we can help them to help you. They can also sign you up for our Priority Services Register if you need help doing that.
How we can help
We’ll find the right support for you, and if you’re finding it hard to pay your bills, you can also talk to our specially-trained Extra Care Support team on 0800 169 3630. They’ll help find a way forward with a personalised plan made just for you.
Priority Services Registers for your energy supply
UK Power Networks and Western Power Distribution are responsible for distributing electricity in the region we supply. They play a different role to the company you pay for your electricity, and part of their role is being responsible for dealing with power cuts and other problems with the network.
Both have their own Priority Services Registers. If you think you might need extra help during power cuts – perhaps because you rely on medical equipment at home or have a disability – signing up could be a good idea.