Priority Services
We want to maintain a high standard of care for our customers.
If you or someone you know needs a little extra support, our free Priority Services Register can help us to understand your situation so we can take it into account as best we can.
Carers, friends, or family can register on behalf of someone they think could benefit from extra support.
You are living with a:
- disability or chronic health condition
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condition that effects your life such as dementia
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medical condition including difficulty hearing, Deaf or deaf, blind, or partially sighted
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mental health condition
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mobility constraints
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risk of developing further needs due to older age (i.e. if you are a pensionable age)
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child under five
Your situation requires:
- a consistent supply of water for a medical condition
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translation or help to understand communications from us
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extra support due to a life-changing event like bereavement
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us to understand your situation so we can take it into account as best we can
How Priority Services can help
Once you join the scheme, we can help you with:
Easier to read bill
Choose someone you trust
Extra security measures
Dedicated phone number
Help in an emergency
Bottled water
Contact us for extra support
We make sure the range of services we offer to customers who need extra help is effective and accessible. To do this, we work with third-sector and statutory organisations. Please contact us if you need extra help and we can discuss your options. Ofcom also provides advice on communication services available for customers needing extra support.
Dialysis at home
If you receive dialysis at home:
- We'll give you more notice before we turn off your water supply during planned work.
- During emergencies, you'll also receive additional support and advice.
- If the water supply hasn't been restored and you need dialysis, please contact your Home HD team / hospital you usually attend.
- During the night or on a weekend, you will need to use the out of hours protocol.
How to prepare for interruptions
We provide extra help and support during interruptions and have created a list of what you can do before, during and after an incident.
Updating / cancelling your Priority Services
By joining our free Priority Services, we can provide you with additional and tailored support. You can update your details or leave Priority Services at any time.
Processing your data
Support from other utilities
Once you've registered for our Priority Services, we'll let your energy provider know, so you can get their support too.
Learn more about UK Power Networks, Scottish and Southern, SGN and National Grid priority services.
You can find out about services available from telecom providers on Ofcom's website.
Organisations we recommend for support
Dementia UK
Specialist support to people living with dementia and family carers.
Macmillan Cancer Support
Physical, financial and emotional support to everyone living with cancer.
Mind
Mental health support and respect.
Kidney Care UK
Practical, emotional and financial help for anyone living with kidney disease.