Vulnerability Strategy

Helping customers who need extra support

As we continue to develop our services and deliver on our long-term commitments, we remain focused on making sure that every customer – particularly those with additional needs – can access the support they need, when they need it most. 

Over the past few years, we’ve made significant progress. We’ve expanded our financial support schemes and launched our Essentials Tariff. We’ve also increased the number of customers on our Priority Services Register – which is designed to help customers with special circumstances, including those who may need extra assistance during a loss of water supply. The register has grown from just over 36,000 customers in 2020 to more than 310,000 customers today. We’ve listened, learned and acted, but we know there’s more to do. 

Our Vulnerability Strategy was developed in collaboration with customers, regulators and over 250 community partners. It sets out a clear framework for how we’ll continue to enhance our services and support.  

Whether you or someone you know is facing long-term challenges or a temporary change in circumstances, we’re committed to offering the right support, at the right time, in the right way.