What is a Priority Services Register?
Our Priority Services Register is a confidential list that helps us identify customers who have temporary or ongoing individual needs. By joining the register, you’ll receive additional support tailored to your circumstances — at no extra cost.
Here’s what we can offer:
- Delivery of bottled water if you lose supply.
- Knock and wait – we’ll allow extra time for you to answer the door.
- Extra communication and support during incidents.
- Additional support with reading your water mater.
- Bills in large print or braille.
- Talking bills.
- CDs or audio — we can convert letters, leaflets or bills into audio formats.
- Extra presence during visits if you need more reassurance.
- The option to send bills to friends or carers so they can help you understand them.
- Password scheme for added security when dealing with our colleagues.
- Advice on how you can save water and special water-efficient appliances for your home.
Read more about the extra help and support we offer.
Some customers have essential needs that require dedicated support. If you have a specific reason for needing:
- priority bottled water delivery if you lose water supply (for example, for home dialysis)
- bills in an alternative format such as braille, audio, or large print
- or you have a Power of Attorney in place
you’ll be added to our Core Priority Services Register to help us prioritise those who need our support the most, especially during a loss of water supply. We’re committed to providing a guaranteed standard of service for our Priority and Core Priority customers.
You might benefit from Priority Services if you:
- Have a disability or long-term health condition.
- Are recovering from illness or surgery.
- Are elderly or need extra time and support.
- Have communication needs (such as braille or audio).
- Rely on water for medical reasons (e.g., dialysis).
- Need someone else to manage your account.
Joining is simple and free, and you can apply to join on a long-term or temporary basis.
Apply online using the form below or call us on 0800 027 0800 to register. You’ll need your payment reference number to hand. This is the 13-digit number in the top right corner of your bill
We’ll ask a few questions to understand your needs and make sure you get the right support. Your details will be kept confidential.
