Priority customers and Priority Services Register

Priority customers

Our Priority Services Register (PSR) is a free service that could help you, your family or friends.

It helps us support customers with health, access or extra communication needs. This could be due to things like age, disability, mobility issues, illness, mental health, life changes (like pregnancy), or if you have young children under five. The benefits of joining our Priority Services Register are set out below.

Our Priority Services:

Bringing water to you if your supply is interrupted If we have a water supply incident and you have limited mobility or medical needs requiring water, we'll deliver bottled water to you.

Communicate with you in different ways We can send your bills in large print, braille, or an audio CD. We also offer British Sign Language video translation.

Choose someone to help with your account You can choose a carer, relative or family member to help with your account. They can talk to us on your behalf.

Keep your home safe by choosing a password Keep your home safe. When we call or visit, we'll use your chosen password so you'll know it's us.

Notifications during supply emergencies We'll let you know if you are affected by a water supply interruption and what steps we are taking to resolve the problem and help you.

Extra support, tailored to your needs You can tell us if you need more time to answer the phone or door when we visit. We'll also read your water meter if you need support.