We can all benefit from a bit of extra help from time to time.

That's why we offer a range of special services – not only for those with mobility restrictions, but also for our customers who are deaf, blind, disabled, suffering from a long term illness or elderly.

Priority Services Register: free services for you or a family member

By registering for our Priority Service Register, you or your loved one can:

  • Receive prior warning of planned work which may interrupt your water supply
  • Receive priority treatment should your water supply be interrupted (we aim to arrange an alternative source as quickly as possible, and will often hand-deliver bottled drinking water to our customers with mobility issues)

  • Receive important information in a more convenient format, such as large print or the spoken word, where our normal presentation style is not suitable
  • Register your own spoken or written password for our staff to use so that customers can identify them if we need to call at your home
  • Nominate somebody else to receive your water bill on your behalf, or someone we should contact if it remains unpaid (the person you nominate must agree to this)
  • Receive easy-to-read, large print bills (we can also arrange to call you and read your bill to you)
  • If English isn't your first language we may be able to help you with our interpretation service when you call
  • Receive information about specialist organisations which are able to provide advice on possible adaptations to water fittings and appliances around the home


Apply for our Priority Services Register


Website accessibility

Are you finding it difficult to use our website? We've launched a feature to assist those with additional needs or customers whose first language isn't English.

Click the button on the right hand side of this page that says 'Speak or translate me' to view the website in different languages, change the size and type of the font, and even the entire colour scheme of the website to suit your personal preferences. The audio playback feature means you can even get the information on the screen read out to you.


Independent advice

Age UK

Tavis House, 1-6 Tavistock Square, London, WC1H 9NA
Free helpline: 0800 169 6565


Action on Hearing Loss

19-23 Featherstone Street, London, EC1Y 8SL
Tel: 0808 808 9000 (Freephone)


The Citizens’ Advice Bureau

The address and telephone number of your local office can be found on the below website:

Disabled Living Foundation

Ground floor, Landmark House, Hammersmith Bridge Road, London, W6 9EJ
Tel: 0300 999 0004

Royal National Institute of Blind People

105 Judd Street, London, WC1H 9NE
Tel: 0303 123 9999



Launch Recite Me web accessibility software