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Support for customers with additional needs

Everyone could do with a bit of extra help at times, and we’re here to provide you, your family and your friends with any additional support. If you require help paying your bills, support with medical treatment, or you need to receive your bills in an alternative format, we can work with you to find a solution.

The Priority Services Register

The Priority Services Register is a list of our customers who require additional support and help.

For example, if we need to turn off the water supply or lower the water pressure in an area to carry out repairs, that may impact on any medical treatment you receive.

Having your details on the register helps us to plan maintenance work around things like medical treatments that require a water supply, such as dialysis. It also means
we’re able to quickly locate you if you need extra help during an unexpected incident such as a burst water main.

You can join the Priority Services Register if any of the following are true:

  • you are disabled or chronically sick
  • you have a long-term medical condition
  • you have a hearing or visual impairment or additional communication needs
  • you receive care or assistance from another person
  • you are in a vulnerable situation

You could be considered vulnerable, and be eligible for help from us, if you are somebody who:

  • has a mental health condition that impacts your ability to understand your bill
  • requires connection to a water supply for medical treatment
  • needs extra support for a limited amount of time
  • lives with children under the age of five
  • has mobility issues
Additional support we provide to customers on the Priority Services Register

Once you have registered, we can help you in many different ways. We can provide any combination of the following methods of support.

Depending on the circumstances of each situation, we could:

  • provide advance warning of supply interruptions
  • move your water meter if it’s difficult for you to access
  • make sure you have an alternative water supply during outages
  • schedule work to the supply around medical treatments like home dialysis
  • wait longer for you to answer the door if we know you need more time to get around
  • give you accessible bill formats to help with visual impairments, dyslexia and other conditions
  • help you appoint a nominated person for us to contact if you’re unable to deal with your own account
  • communicate with you in another language if English is not your first language
  • use a doorstep password to help protect you from bogus callers

The Priority Services Register helps us to help you. It gives us all the information we need to make sure we look after you and support your needs. We're also able to offer support for you if you're finding it difficult to pay your bill.