Support during supply interruptions
In the event of an emergency interruption to the water supply, our priority is to restore the supply to all customers as soon as possible.We can provide you with priority information and help if your water is turned off.Medical conditions
If you or someone in your home has a medical condition that makes access to water essential, we’ll warn you about any plans to turn off the water supply to carry out maintenance. On the rare occasions when water is cut off unexpectedly, we’ll help you get an emergency supply and let you know when your water is likely to come back on.
If you have difficulty reading your meter, we can help in the following ways:
Reading your meter
You can ask us to take extra meter readings for you if you can’t easily read it yourself, for example due to limited physical movement, problems with your eyesight, or a condition such as dyslexia. Please call Customer Service on 01202 590059.Relocating your meter
We’ll provide advice if you need to have your meter relocated. If you ask us to move your meter to help you read it more easily, we’ll consider waiving the cost of doing so. Please call Customer Service on 01202 590059.High meter reading
If we become aware that your meter reading appears to be abnormally high, we’ll let you know in writing. If you think that your pipework may be leaking, call Customer Service or download our Code of Practice on Leakage for Household Customers
to receive further information.
Communicating with you
If you have difficulty communicating, or you find it hard to understand your bill, we can send your bill in large print, Braille, on an audio CD or read and explain this to you over the telephone. Or we can arrange to visit your home to help you read your bill or understand your account.
You may prefer us to send your bills to a nominated person, for example, a carer, relative or friend, provided they agree, however you’ll remain responsible for the charges.
If you have hearing or speech difficulties, you may want to use Text Relay when contacting us.
A selection of leaflets are also available on request in alternative formats, such as large print, audio CD and Braille.
If your first language is not English and you experience difficulty when you contact us, we’ll be happy to provide a translation service. It takes less than a minute to connect you, whatever language you speak..
If you wish, our staff can use a password when they visit or contact you, so you can be sure they’re genuine. You can request a password when speaking to our Customer Service team or by completing our Priority Services Registration form, at the back of our Code of Practice on Priority Services
It’s important that you only open the door to people that you know or to someone who’s made an appointment to see you by telephone or letter.
If you think a bogus caller
may have called at your door, you should report it to the police giving them as much detail about the person as you can remember.IF IN DOUBT, KEEP THEM OUT!
We offer help if you have a water meter or pay the multi-occupancy assessed charge and face particular difficulties paying your bill because you have to use a lot of water for essential purposes.
If you receive qualifying benefits or tax credits and either have someone in your household who suffers from a medical condition which means that you use a lot of water, or have three or more children under the age of 19 for whom you receive child benefit normally living with you in the property, you may be eligible for a special tariff called WaterSure. Please call our Customer Services (01202 590059) for more information or an application form..
Other financial support?
If you have a very low income and receive certain benefits, you may be eligible for our WaterCare tariff. We may offer you a 15% to 50% discount off your charges depending on the level of your household income. Please call our Customer Services (01202 590059) for more information or an application form.
Please let us know straight away if you have any payment problems. We can help in many different ways. You can find further information on the support we offer to customers having difficulty paying their water bills in our Code of Practice for recovering domestic water debt available on our website or by calling our Customer Services.
If you live alone and need to stay in hospital or a nursing home for the foreseeable future we may be able to help reduce your charges. Full details are available in our Household Charges Scheme or by calling our Customer Services on 01202 590059.
This does not apply if you receive a metered bill, i.e. one based on the amount of water you use.