Anglian Water has reached a significant milestone with more than 500,000 customers now supported through its free Priority Services Register (PSR) – a record number that highlights the company’s commitment to supporting people who may be more vulnerable during life’s difficult moments.

The PSR provides practical, personalised support for customers who may need extra help during challenging times – whether due to health issues, financial worries, mental wellbeing concerns, mobility challenges, caring responsibilities or other life circumstances. With the Financial Conduct Authority estimating that up to 50% of UK adults may experience some form of vulnerability*, the PSR helps ensure people who are struggling receive the assistance, reassurance and flexibility they need.

The support available through the register is wide-ranging, offering tailored communications in accessible formats, faster access to bottled water during supply interruptions, specialist financial support, WhatsApp messaging for flexible communication and customer service designed with mental-health awareness in mind. The company also offer British Sign Language live interpretation along with a shareholder-funded medical needs discount for those who require increased water use for medical conditions. 

As part of its commitment to supporting customers’ wellbeing, Anglian Water also recently became the first utility company in the UK to receive the Mental Health Accreditation from the Money and Mental Health Policy Institute, recognising its leadership in providing compassionate and informed customer service. Anglian Water also partners with Shout, a free, confidential mental health text service, to ensure customers experiencing mental health challenges can access support whenever they need it.

More than 16.7% of households across the region are now registered, with approximately 8,000 customers joining the PSR each month. While some customers leave the register as their needs improve or change, the overall number continues to rise.

This latest milestone also shines a light on Anglian Water’s frontline teams – the 500,000th customer was registered by Contact Centre Advisor Kelly Butler, who recognised that a caller with a young child at home could benefit from additional support. Kelly also arranged for the family to receive a free BabyDam – a bath divider that allows parents to section off part of the bath so they only fill the area they need – helping them manage water usage and costs.

Vulnerability across the East of England is varied – while some communities face higher levels of deprivation and associated health challenges, vulnerability is also prevalent in rural and coastal areas, as well as in the region’s larger towns and cities. Anglian Water works closely with over 850 organisations, including more than 250 active partnerships.

The company’s PSR is simple to join, with a single standardised sign-up process that works across both water and energy providers. Customers can register online, through the Anglian Water app or by phone, and can update or leave the register at any time.

Samantha Ross, Customer Services Vulnerability and Liaison Manager, said: “Reaching half a million customers on the PSR is a powerful reminder of the difference we can make when we put people at the heart of what we do, but we know there is always more to do, and we want everyone who could benefit from extra support to know that the register is free, flexible and here for them if they need it.”

Anglian Water continues to encourage anyone who thinks they might benefit – or knows someone who would – to register. Find out more or sign up at anglianwater.co.uk/priority.

Any customers who are struggling to pay their bills are encouraged to contact Anglian Water via its website, or social media accounts, or calling its Extra Care Team directly on 0800 169 3630.