Priority Services

We all need a little extra help at some point in our lives.

We offer a range of free Priority Services to all our customers.

If you've had a letter from your GP about shielding to protect yourself from COVID-19, or you're experiencing a change in your circumstances, please sign up for Priority Services, so we can support you as much as we can.

And don't forget, if you don't need these services, you might know someone who does. Family, friends, neighbours, spread the word, so we can help as many people as we can!

Watch our helpful video, at the bottom of this page, to find out more about our Priority Services.

Assistance for mobility and health issues

If your water supply is interrupted for an extended period, we can deliver bottled water to you.

You can also let us know if you need a little extra time to answer the door or telephone, or if you need 24 hour vehicle access.

Our password scheme

Make sure you keep your home secure against bogus callers with our password scheme.

Criminals sometimes pose as "the Water Board", to try to get inside your home.

You can set a password, so you know when our colleagues are visiting. You can also ask any of our colleagues for proof of identity.

Still unsure? Don't let them in. Call us on 0345 717 1100. We'll be happy to help you identify our team.

Bills in Braille, large format or audio CD

If you're visually impaired, we have lots of options to help.

You can ask for your bills and other communications to be sent in Braille, Easyread, large format or audio CD.

British Sign Language or Text Relay for the hard of hearing

We're happy to organise a British Sign Language interpreter for you, or you can dial 18001 with any of our contact numbers. This will then activate Text Relay, which acts as an interpreter for us.

Accessibility and language options

We use Recite on this website.

To activate it, click the 'Accessibility and language options' link at the very bottom of the page.

Language translation

We're happy to help any customer who doesn't speak English as a first language.

All you need to do is call the team and ask for an interpreter. We'll arrange one as quickly as we can.

For questions about your bill or account, call 0345 733 5566.

For questions about your water supply and services, call 0345 717 1100.

Our telephone lines are available from 8am to 8pm Monday to Friday, and 8am to 1pm on Saturdays.

Nominated contact

Nominate your trusted friend, family member, or caregiver, to manage your account on your behalf.

To be sure they have your approval, we need a Third Party Authorisation form. You can find this form below.

Nominated contact form

Third party authorisation form

Sign up for Priority Services

With our quick and easy form

Priority Services Register

Did you find what you were looking for?

For account and billing queries0345 733 5566

Important

Our contact centre advisors are very busy helping customers, and you may need to wait longer than usual if you try to call.

If you want to make a payment, set up a payment plan, apply for a meter, or tell us you're moving home, you can use our website. It's quick and easy, and you'll be all done in less than ten minutes!