The Priority Services Register
The Priority Services Register is a list of our customers who need a bit of extra help. Having that list means we can make sure you can access our services and support whenever and however you need it. It also helps us prioritise care and assistance during supply interruptions.
Meet Adam
Each person has different needs. Two people in similar circumstances can be affected in different ways.
You can get Priority Services for a short time, or for the rest of your life. Whatever it is you need and however long you need that assistance for, we’ll do all we can to help.
Adam has diabetes and uses dialysis to treat his kidney condition.
To help him with his specific needs, we make sure he’s got extra water if there’s ever a problem with his water supply.
He tells us how joining the Priority Services Register has helped him.
Our Priority Promises
We provide a guaranteed standard of service for our priority customers. If you are on our register, you can expect:
Extra support for when it matters most
We know that for some of our customers, water isn't just a convenience - it’s a necessity for staying healthy and independent. If your circumstances mean you rely on us a little more than most, we’ll place you on our Core Priority Services Register.
You’ll receive Core Priority Support if you:
Whether it’s a permanent need or just a bit of extra help during a difficult time, we’re committed to a guaranteed standard of service for all our Priority and Core Priority customers. We're here to look after you.
Who should register
You don’t need a doctor's note to join. If you feel you need extra help, you are eligible.
Priority Services are available to everyone, for free. And the help you get can be permanent or temporary. You could get personalised help and support if any of the following applies to you or anyone you live with:
You are:
You have a:
You use:
We can provide help through Priority Services if you have a mental health condition, chronic or serious physical illness, or neurodevelopmental conditions.
Mental health conditions
We can provide help and support for a range of mental health conditions including, but not limited to:
Chronic or serious illness
Chronic or serious physical illnesses eligible for support with Priority Services include:
Neurodevelopmental conditions
We can help with many different developmental conditions, including but not limited to:
How it works
Need help with your bill
If your medical condition requires you to use significantly more water than average, you may be eligible for a capped bill through our WaterSure Scheme.