We can send your bills to a nominated person, for example a carer, relative or friend, provided they agree. We’ll still send you a copy of your bill as you’ll still be responsible for the charges.
If you would like to receive your bill in an alternate format, for us to read it to you over the telephone, or for it to be sent to a nominated person, you can register for Priority Services.
We offer a range of support to help you with your bill. ReStart is a payment matching scheme to help you get out of debt. You can pay your bill directly from your benefits. If you are new to debt or are dealing with an extraordinary life event, our FreshStart Fund may be able to help you. We also offer a holistic service to help maximise your income and reduce your bills.
Alongside the support we provide to help you with your bill, there’s lots of independent organisations who offer free expert advice to help you with your money worries.
Absolutely. Our WaterCare advisors are often out and about at job centres, social housing centres and other events. Please do chat to us if you need help with your bill as we’re always happy to help.
Our dedicated WaterCare advisors are able to visit you at home to talk you through the options available to you. They can complete applications on your behalf electronically. Please contact us if this would be helpful for you.
As part of Priority Services we offer a password scheme.
When we agree the date and time of a visit with you, you can ask for a password of your choice for our representative to use when they visit. Passwords can be either verbal or written, and can be updated at any time. We can also send you a reminder of your password before we visit.
If you have specific communication requirements, or you find it hard to understand your bill, we can send your bill in large print, Braille or read and explain this to you over the telephone.
You may prefer us to send your bills to a nominated person, for example, a carer, relative or friend, provided they agree. If you have hearing or speech difficulties, you may want to use Text Relay or minicom when contacting us. A selection of leaflets are also available on request in alternative formats, such as large print or audio CD formats.
As part of our Priority Services we can help with alternative water supplies in emergencies.
If you have a medical condition that requires constant access to water, such as home dialysis, or if you would find it difficult to reach an alternative supply, for example if you have mobility issues then let us know. If there’s a disruption to supply, for example a burst water pipe, we will arrange for alternative water supplies to be delivered to you.
As part of Priority Services you can ask us to read your meter up to four times a year 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. If you ask us to move your meter to help you read it more easily, we’ll consider doing this for free.
If you need extra support due to your current circumstances, let us know and we’ll register you under our Priority Services scheme. Our scheme is available to anyone living within our region, even if you are not the bill payer.
Our scheme can help with:
- Alternative ways of getting information and bills
- Water deliveries in an emergency
- Written or telephone notice of an interruption to your water supply
- Reading your meter