Priority Services

On rare occasions we have to turn off the water supply to carry out essential work like fixing or replacing a pipe. If we need to turn off your supply, we’ll write to you in advance or let you know using our loudspeaker vans.

In the case of an unplanned interruption like a burst, we may also need to get in touch with you. However, we realise you may prefer us to contact you in a different way.

If you prefer we can:

• call you on the phone
• visit you at home
• contact a neighbour who can let you know.

If the water is going to be cut off for a while and you would have difficulty collecting an alternative supply of water, we can help by:

• giving you bottled water
• locating mobile water tanks near you
• collecting water from mobile water tanks and delivering it to your home.

If you use dialysis equipment or have a particular need for water, please let us know. We will try to plan our work around your needs.

If a main bursts we will deliver free bottled water to you and will keep in touch to let you know when the supply will be back on.

You can receive your bill and other information in a way that’s easiest for you. You can choose to:

• have your bills or information about our services sent to a carer, family member or friend
• receive it in different formats such as braille, large print or another language
• ask us to call or visit your home to read your bill to you.

You can also communicate with us in a range of ways including:

• via a nominated point of contact such as a carer, family member or friend
• through our live chat
• using Relay UK text
• visiting your home
• providing interpreters on our dedicated language line.

If you need help paying your bill, we can help through our range of help-to-pay schemes.

If you have a particular need which means it may take a while to answer your door, don’t worry, we will wait for you.

You can set up your own password and we’ll use it every time we visit you. Always make sure your password is unique to you to avoid identity fraud.

If you receive a visit from one of our team, remember to ask to see their identity card before you let them inside your home. Find out what to do if you suspect someone is a bogus caller.

We can help if you have trouble reading your meter. We usually take two meter readings a year to calculate your bills.

Contact us and we can take an additional two readings for you. If you can't access your meter, we may be able to move it at no cost to you. If you are not currently on a water meter but would like one installed, you can apply for a meter online.

You may need to appoint someone to manage your financial affairs including your water and/or sewerage account.

A serious illness or living abroad are just two of the reasons why you might need to appoint someone to manage your account.

There are three different options and the one you choose will depend on your needs and circumstances.

If your property is furnished and you are staying in hospital, living in residential care or staying with relatives for a long period of time (and are not using any water), we can help.

If your property is unmetered we can stop your charges temporarily. If your home is metered you will receive a bill for standing charges only. If this is the case we may be able to withdraw this bill if you contact us.

If you are away but water is being used, we can redirect your bills to a nominated contact such as a carer, family member or friend.