Hands-on help in an emergency
Sometimes we may need to turn your water off. If you have a medical condition, which needs a constant supply of water, we will do our best to get water to you. Find out more.
Extra help
Priority Services Register
Our customers will always be our priority. If you need a little extra help due to medical, learning, physical disabilities or financial difficulties, let us know by joining our Priority Services Register. It's free to join and will help us to do all we can to help you.
How can the Priority Services Register help me?
Help reading or understanding your bill
If you have trouble reading or understanding your bill, would like a friend or relative to deal with your account or if you can't read your meter, we can help. Find out more.
Password-protection scheme
To help keep you safe, we offer a password-protection scheme. You can choose a password and it will be used by all our employees. If someone visits your home and doesn't tell you the password - don't let them in.
Easy ways to pay
We offer lots of ways to pay, including Direct Debit, over the phone and via PayPoint. We also offer payment tariffs if you are struggling to pay your bill. Find out more.
How do I register for extra help?
Do you have limited mobility that would stop you from leaving the house to get bottled water during a supply interruption?Do you have a medical condition, such as dialysis, that requires a constant supply of water?Register for hands-on help in an emergency
If you would be affected by a water supply interruption, join our Priority Services Register and we'll do our best to help you.
Do you have problems with your sight and would like a friend or relative to deal with your account or bills for you?Do you have trouble reading or understanding your bill or struggle to read your meter?
Register for bill services
We can arrange for bills to be sent in braille, large type, read out over the phone or translated into another language.
Send your bills to a friend or relative:
We can talk to a friend, relative or responsible person about your account once you have nominated them. For data protection and security reasons we won't talk to anyone else about your account unless you have given us express permission to do so.
Nominate a friend, relative or responsible person via MyAccount
Register or log in to MyAccount to access the easiest way to nominate someone. Once logged in, go to 'account details'.
Nominate a friend, relative or responsible person by post
Contact us to request a nominee consent form by post.
Bogus callers sometimes pretend to be from utility companies. To help keep you safe, we offer a password-protection scheme.Simply register for a password and it will be used by us if we visit your home. If someone visits you and doesn't know your password, don't let them in.Register for our password-protection scheme
Help protect yourself from bogus callers by signing up for our password-protection scheme.
Are you struggling to pay your monthly bill due to low income?Do you worry about your bill because your medical condition uses a lot of water?Assure tariff
The Assure tariff is to assist customers in a low income or struggling to pay their water charges.
WaterSure
If you are on a low income we may be able to help by putting a limit on your charges for water and sewerage services.
Easy ways to pay
We offer a range of options to help you manage your payments.
Other organisations that can help
There is a lot of help available if you’re struggling to pay your bills
Can I get help from my gas and electricity suppliers?
Gas and electricity companies offer schemes and support similar to ours, such as password schemes or supplying bills in large print or braille. Please contact your suppliers directly for more information.
Electricity
UK Power Networks is the electricity distribution network operator for the East of England. If you rely on electricity for medical equipment or if you are elderly, very ill or disabled, then its Priority Services Register can help. In the event of a power cut, please call 105 (available 24/7).
GasCadent Gas is the gas distribution network operator for the East of England. If you rely on electricity for medical equipment or if you are elderly, very ill or disabled, then its Priority Services Register can help. If you smell gas at any time, call 0800 111 999, day or night.
More support
Other organisations are available to support you with free advice, including services related to debt, cost of living and loneliness. You can find some of these using the links below:
Step Change Debt Support Charity
National Debtline
Citizens Advice
Christians Against Poverty
Age UK
British Red Cross