Extra help and support
Whether you're facing financial pressures, living with a health condition, or simply need a little extra help, we offer a wide range of services designed to make things easier. Find out about the extra support we offer
Extra support when you need it the most
From bottled water deliveries during supply interruptions to providing dedicated one-to-one assistance, our goal is to make sure you can access the services needed, in a way that works for you.
If your supply is interrupted
Our free confidential Priority Services Register supports customers with additional needs, including those with disabilities, illnesses or other requirements. You can apply to join on a long-term or temporary basis. The register helps us prioritise those who need our support the most, especially during a loss of water supply.
Communicating with you
We’re able to speak to you in multiple languages – please contact us to ask about this. We can also send your bill or correspondence in large print or Braille, and we have a talking bill service – where we phone you to tell you how much your bill is, before posting it.
Request someone to manage your bills
If you find it difficult to understand your bill and you'd like someone else to manage it on your behalf, please let us know.
Help with you meter reading
We read most of our water meters automatically, but if we supply your water and you find it difficult to reach your water meter or to read it, ask us for help.
Help online
The Recite Me tool on our website allows translation, text-to-speech, and visual adjustments – access it by clicking ‘Accessibility tools’ in the main menu at the top of the page. Get help instantly with our digital assistant or send us a message on WhatsApp. We’re also developing a Video Relay Service for British Sign Language user.
Out and about in the community
Our Vulnerability Liaison Officers attend local events, partnering with over 250 organisations across our region. Our Your Water Matters events provide a chance to speak to our team directly.
If you'd like us to visit
If you’d like one of our team to visit – this could be to discuss the extra help available or to ask for support in your home during maintenance work – we can arrange for someone to visit you at a convenient time. To make sure the person at the door is genuine, follow our advice how to avoid bogus callers.
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