If you’re going through life changes

We understand that you might need extra support sometimes, for example if you’re recovering from a medical treatment, or going through a divorce, job loss, or other life change. We can offer temporary support to help you out.

If you need to use vital medical equipment

If you receive home dialysis or are reliant on other mechanical medical devices at home, we’ll let you know as far in advance as possible (and offer support) if there’s going to be a supply interruption in your area.

If you’re an expectant mother, or have a baby under 12 months old

We’ll contact you as a priority if your water supply is going to be interrupted, to give you time to prepare.

If you’re deaf, hard of hearing or have a sight or speech impairment

We can send your bills in large print, Braille, or audio formats. Or we can send your bills to a friend or relative if that’s easier for you.

If you have restricted mobility or a disability

We can offer to read your meter for you, if you find this difficult. And once we’re able to visit our customers again, if we knock on your door we’ll wait to give you more time to answer.

If you have a serious or long-term illness

We’ll look at the best ways to support you and give you priority support during any changes to your water supply.

If you need mental health support

Every year, one in four of us will experience a mental health problem. If that’s you, we want to help. You can talk to us over the phone, email, or live chat – we’ll work out a way to support you.

If you’re caring for a loved one

We can add you to our nominee scheme, so you can manage your loved one’s account for them. If they’re also signed up to our Priority Services Register, we can get in touch with you directly to let you know about any interruptions to their water supply, and work with you to get them the help they need.

If you want help managing your account

You can ask a carer, family member, or friend to speak to us for you, and allow them to manage your account. Tell us who they are, and we’ll make them your ‘nominee’ so we can help them to help you. They can also sign you up for our Priority Services Register if you need help doing that.