We aim to make our services, including this website, as accessible and user friendly as possible to meet the needs of our customers
This site was designed and built in line with the W3C WAI WCAG 2.0 AA guidelines
If you have difficultly hearing, you can contact us through the Relay UK app or by dialling 18001 before our helpline numbers here. We also have a minicom for textphone users on 0800 169 9965. If you require a home visit, a British Sign Language interpreter or other communication support, let us know in advance through our helpline and we can arrange this for you.
Instantly connect with a member of our team through our live chat services including Facebook Messenger, WhatsApp, and Twitter.
Chat with us on WhatsApp
Send us a private message
Direct message us on Twitter
Recite Me provides the tools to adjust the website to your needs if you find it hard to read online or English is not your first language. It does not require you to download or install anything. To access the tool on any of our webpages, click the green ‘Aa’ tab at the top right of your screen.
Below is a guide to the Recite Me buttons on our website:
As part of our Priority Services, you can request bills and literature in large print or Braille, or we can read your bill aloud to you over the phone. If a family member, friend or support worker helps to manage bills, we can arrange for a bill to be sent to them as long as they consent. For more information about our Priority Services and how to sign up, please click here.
We have a dedicated WaterCare Team who visit customers in their homes and local community groups to give advice and support to those who are struggling with their bills or need additional assistance. Our WaterCare Advisors also work closely with local organisations to deliver training on the support tariffs we offer to further extend our reach to help those who need it most. Please contact us if this would be helpful for you. You can also follow the link here to learn more about the additional support we offer if you are worried about paying your water bill.
We work hard to support customers in vulnerable circumstances and are proud to have received certification against the British Standard for Inclusive Service Provision. Achieving certification against the standard demonstrates that we are committed to providing an excellent, inclusive service that is available to all customers equally, regardless of their personal circumstance.
Our staff receive training to help identify vulnerable customers who may benefit from the additional support offered under our Priority Services Register or those with affordability issues using our innovative Affordability Toolkit. Many of our staff are Dementia Friends and we include dementia awareness in our vulnerability training package.