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Customer Care Plus

You may need extra assistance - Customer Care Plus offers extra services free of charge.

Register for Customer Care Plus

Text relay: If you are deaf, hard of hearing or have speech difficulties, you may want to use our Text Relay service.

To make a call from a textphone, dial 18001 and then the number you require from the contact us section.  

To make a call from a telephone, dial 18002 and then the number you require from the contact us section.

A Text Relay operator will join the call and act as our interpreter. Alternatively, you can email us.

Hospital stays: if you need to stay in hospital for a long period of time, we can redirect your bills to a nominated carer, family member or friend.

Language other than English: you can nominate a carer, family member or friend to talk to us or receive correspondence on your behalf. You can also choose to receive your bill in a language other than English. We can also arrange for a selection of leaflets to be translated and can provide information using a special language line.

Large print or braille bills: you can choose to receive your bills or selected literature in braille, large print on CD or read over the telephone. A CD with general information about our services is also available. We can notify you in person or by telephone in the event of a supply interruption.

Medical needs: if you use dialysis equipment or have a special need for water, we aim to plan our operations and any unplanned water supply interruptions around your needs. In the case of unplanned interruptions we will advise you how long the interruption will last. If you or a family member has specific health or other special needs, we can also take extra care to ensure that you or they have a water supply during such times.

Reading your meter: if you are unable to read your meter due to visual impairment or mobility difficulties, we can read it for you up to a maximum of four readings a year.

Password scheme: as a further precaution against bogus callers, you can register a password with us. This will be used by one of our team if they visit you at home - they will use the password in addition to showing you their identity card which includes their name and photograph.

Our promise: If you register for Customer Care Plus by telephone, we will do this immediately or within 10 working days if you make a written or online application. If we fail to do this, you can claim automatic compensation.

If you are registered for Customer Care Plus, you can claim automatic compensation if we fail to meet any of the following requests:

  • to send you a bill in a particular format, eg, braille or large print 
  • to communicate with you in an agreed way 
  • to send you an item of literature in the format agreed with you.
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Emergencies and operational problems

0345 600 4 600

Billing and customer services

0345 600 3 600


0800 692 0692



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