To report a power cut, please call 105     To report a loss of water or wastewater issue, please call 0300 373 3540

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Additional support

The Priority Services Register, WaterSure and Social Tariff. 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.

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.

Eligible Electricity Customers

Electricity customers who are eligible can register for priority services, including those served indirectly through our network where we act as the meter operator, even if your supply is with another provider.

Registering helps us support you more quickly in an emergency. If you think you’re eligible, please contact us to join the Priority Services Register.

Contact Us

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

  1. Download our WaterSure Application Form via the link below.
  2. There are 3 sections and a declaration to complete.
  3. Only complete the sections that apply to your circumstances – please make sure you update your contact information.
  4. 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.

Download WaterSure Application Form

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.

Citizens Advice Bureau

StepChange

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?

  1. Who lives at the property
  2. Details of your monthly income
  3. The value of any savings
  4. The value paid from wages for income tax and National Insurance contributions
  5. 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.

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.