Additional support
The Priority Services Register. We’re here to support you.
We understand that life circumstances can sometimes make it harder to manage your water and sewerage services. That’s why we offer extra help tailored to your needs. You can also find out more on our Vulnerability Strategy here.
How you might be able to benefit
You may benefit from being on our Priority Services Register if you:
- are of pensionable age,
- have a disability,
- live with a long-term illness,
- are pregnant or caring for children aged 5 and under,
- have a mental health condition,
- experience hearing or sight difficulties,
- have a poor sense of taste or smell,
- find it difficult to communicate in English or Welsh,
- live with cognitive impairments, developmental conditions, or dementia,
- require extra bathing or showering due to a medical condition,
- have physical impairments,
- are going through a temporary life change that is affecting you such as bereavement or unemployment, or,
- experiencing financial vulnerability.
What we can do for you
Here are some of the ways we can make things easier:
Accessible bills and communications
We can provide your bills and other documents in formats like large print, braille, or on disc. If you prefer, we can also read your bill to you over the phone before sending it.
Advanced notice of supply interruptions
If we need to turn off your water supply for maintenance, we’ll give you extra notice if you have medical needs, such as home dialysis.
Secure home visits
For your peace of mind, you can set a password that our staff will use when visiting your property.
Help with your water meter
If your water meter is hard to access, we may be able to move it or assist with meter readings to help you track your water use.
If you think you would benefit from these services, please get in touch with us today. We’re here to ensure you get the support you need.
Social Tariffs
Struggling with your water bill? Our Social Tariffs are here to help
We understand that managing finances can be tough, and we’re committed to ensuring you can use water without financial stress.
How to apply
If you’re having trouble keeping up with payments, you may qualify for a reduction on your bill by switching to our social tariff. The tariff details vary by region but we’ll match any social tariff offered by the water provider in your area, including their eligibility criteria and pricing.
How to apply
You can apply by:
- Email: [email protected]
- Phone: Call us at 0300 373 3540, and our team will guide you through the process.
What you’ll need:
- Proof of income.
- Details of regular outgoings.
- Medical certificates (for disability or illness-related reductions).
- About 15 minutes to discuss your situation. Or, if you prefer, complete and return an e-form.
Our team is trained to provide compassionate support and may also suggest other programmes or schemes that could benefit you. We’re here to help.
WaterSure
Need help with your water bills? Discover WaterSure
We understand that some households face challenges managing water bills. That’s why we offer the WaterSure scheme, designed to cap your bill if you meet specific criteria.
What is WaterSure?
WaterSure ensures you won’t pay more than the average metered bill for your area. If your usual bill is lower than the cap, you’ll simply pay for what you use.
Who Can Apply?
You may qualify for WaterSure if you:
- Have a water meter (or are waiting for one to be installed).
- Receive certain benefits such as Universal Credit, Pension Credit, or Housing Benefit.
- Have high essential water use due to:
- A medical condition (e.g., eczema, incontinence, or dialysis at home*).
- Three or more children under 19 in full-time education living at home.
(*Note: If the NHS contributes to your water costs for dialysis, you won’t qualify.)
How to apply
- Fill out an application form – Contact us to get started.
- Provide proof – Submit evidence of your qualifying benefit and, if applicable, a medical condition (e.g., a doctor’s note or GP stamp).
- Start saving – If approved, your cap will apply from the start of the billing period in which you applied.
Additional details
- You may need to reapply annually or provide updated evidence.
- Think you no longer qualify? Let us know, and we’ll update your account.
Take control of your water bills today with WaterSure. Contact us to learn more or start your application.
Did you know?
You can access independent and confidential support, guidance, and information from the Citizens Advice Bureau? They have some great online tools to help with budgeting as well as advice on a range of debt-related topics.
StepChange are a charity dedicated to helping people free themselves from debt. They are a non-profit organisation so you can be confident that the advice they are giving is based on your best interests. For comprehensive, free support why not get in touch with them if you are struggling with debt issues.
You can find out more about both services by following the links below.
How can we help?
We’re here to make your utility experience seamless and hassle-free. Our online Help Centre covers a range of useful advice and support.
