Additional support
We’re here to support you. If you need extra help, you may be eligible for services such as our Priority Services Register, WaterSure or Social Tariff.
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.
Priority Services Register
What is the Priority Services Register?
The Priority Services Register (PSR) is a free service for water customers who may need extra support with their water supply. Whilst it is difficult to define vulnerability, detailed below are the circumstances where customers may need extra help, though this list is not exhaustive:
- Of pensionable age
- Are disabled
- Have an illness which affects their day-to-day life
- Are pregnant or live with children aged 5 and under
- Have a mental health problem
- Have a hearing or sight condition
- Have a poor sense of taste or smell
- Are unable to or have difficulties in communicating in English or Welsh
- Have a cognitive impairment, learning disability, developmental conditions or dementia
- Require additional showering or bathing due to a health condition
- Have physical impairments
- Are going through a disruptive life event, such as bereavement
- Are living alone or isolated geographically
- Financial hardship
Customers on the PSR can expect to receive relevant services or service adaptations aligned to their vulnerabilities. These are likely to include:
- Delivery of alternative water supplies during an interruption
- Knock and wait facilities (where visiting staff know to allow extra time for customers to answer the door)
- Additional communications, contact, or support around outages or incidents
- Additional metering support or services by the company
- Alternative communication formats such as braille, audio information, large print, etc
- Third party support (where a nominated trusted contact is allowed to manage a customer’s account on their behalf)
- Password facilities (where staff use a password when dealing with a customer)
- Signposting to other support and services, both within and outside the company
- Priority contact before or during actual or potential outages to understand impact and / or ask if further support needed
Log in to your online account at https://myaccount.leeputilities.co.uk
Once logged in, go to Settings > Priority Services Register and update your information.
If you can’t log in online, call us on 0300 373 3540 and we’ll be happy to help.
Electricity Customers
Have you registered for the Priority Services Register?
You are eligible for the free, voluntary, and secure register if you or someone in your household:
- Depends on medical equipment: Reliant on electricity for medical devices.
- Have significant health issues: Chronic illness, serious illness, or mental health conditions.
- Are frail or elderly: Of pensionable age.
- Have disabilities or impairments: Including blindness, partial sight, deafness, or hearing loss.
- Have extra needs: Cannot read/speak English well, have lost their sense of smell, or cannot easily answer the door.
- Have young children: Children under 5 or expecting a baby.
- Need temporary support: Recovering from injury, bereavement, or experiencing life-changing events (job loss, relationship breakdown).
This includes customers served indirectly through our network where we act as the Electricity Distributor & Network Operator. Registering with the company that sends you your electricity bill helps us support you, and them, in an emergency.
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.
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 for WaterSure?
We can help you if you have a low income and you meet the following criteria:
- You are a domestic customer on a water meter.
- You, or anyone living in the property receive qualifying benefits.
- You, or anyone living in the property has a medical condition that means they use a lot more water AND / OR The person who receives the benefit has three or more children under the age of 19.
How to apply
- Download our WaterSure Application Form via the link below.
- There are 3 sections and a declaration to complete.
- Only complete the sections that apply to your circumstances – please make sure you update your contact information.
- Submit the completed application form along with all required supporting documents – the application form tells you what you need to provide.
What happens next?
- We will review your application, and we will contact you if we need any more information.
- If your application is not successful, we will tell you why.
- If your application is successful, we will apply the WaterSure cap to your account you’ll see the changes on your next bill.
Our team is trained to provide compassionate support and may also suggest other programmes or schemes that could benefit you. We are here to help.
Social tariff
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.
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 the Social Tariff offered by the water provider in your area, including their eligibility criteria and pricing.
What information needs to be provided?
- Who lives at the property
- Details of your monthly income
- The value of any savings
- The value paid from wages for income tax and National Insurance contributions
- Details of your regular monthly outgoings
How to apply
Once you have all the information above to hand, complete our Social Tariff Application Form.
What happens next?
- We will review your application, and we will contact you if we need any more information.
- If your application is not successful, we will tell you why.
- If your application is successful, we will apply the Social Tariff to your account you’ll see the changes on your next bill.
Need further help?
Call our team on 0300 373 3540 and we’ll guide you through the process.
Our team is trained to provide compassionate support and may also suggest other programmes or schemes that could benefit you. We are here to help.
Did you know?
There is even more support out there.
You can access independent and confidential support, guidance and information from the Citizens Advice Bureau on a wide range of topics.
Citizens Advice give people the knowledge and confidence they need to find their way forward – whoever they are, and whatever their problem.
Citizens Advice are there to help everyone who needs it with practical advice you can really trust. Their national charity and network of local charities offer confidential advice online, over the phone, and in person, for free.
Step Change offer free debt advice and support that eases pressure by giving help that is clear, straightforward and tailored to you. There is no impact on your credit score and you can start, stop and begin again at a time that suits you. Step Change are non-profit and they help people all across the UK.
Our Water Codes of Practice
We publish our Codes of Practice which outline our minimum operational, safety and hygiene standards. Check them out here.
Our Water Guaranteed Standards of Service
We’re committed to getting things right the first time, but if something doesn’t go to plan, we’ll do everything we can to put it right quickly and fairly.
GSS is a set of minimum service standards and if we fail to meet any of them, we are required to make a specified payment to our affected customers.
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.