Priority services

We aim for your taps to have a constant flow of water, 24 hours a day, 365 days a year. But if things ever do go wrong with your water or wastewater services, we can offer extra help and support for those who need it most.

Tailored communications to meet your needs

If you need your bills sent to you in a different format such as braille, large print, on a coloured background, in a different language or read over the phone – we can help. You can also nominate someone else to receive updates for you in emergencies.

Proactive support if your water supply turns off

When you join our priority services register, you can enjoy peace of mind with a dedicated priority phone line for water and wastewater emergencies. If you’re medically dependent on water or have restricted mobility, we can call you to explain what’s happened and check if you need our help. We also offer additional support during an outage such as bringing bottled water straight to your door.

Who can register

You can register for priority services if you have an ongoing health condition or specific communications need as listed below. If the list below doesn’t apply to you but you’re self-isolating or have the coronavirus, you should not register - instead, find out how we can help in the next section. 

You can sign up to our priority services register if you or a family member:

  • are eligible for a pension
  • have restricted mobility or a physical disability
  • have a chronic or serious illness
  • need a consistent supply of water for a medical condition or equipment (such as dialysis or skin conditions)
  • have need of foreign language or other communication support (such as dyslexia)
  • have problems making decisions that affect your daily life (such as dementia)
  • are registered blind or partially sighted
  • are deaf or hard of hearing
  • are living with a mental health condition
  • are experiencing temporary, significant life changes such as a bereavement
  • are a family with young children under 5

Support with coronavirus

Coronavirus is a short-term illness and water supply disruptions are rare. We want to help as many customers as we can during this difficult time, but we always need to prioritise those who have a medical need for water.

If your water stops at home, please ask friends, family or neighbours to support you with getting bottled water.

If your water stops for an extended time, you’re unable to leave the house and those supporting you in other ways (such as grocery shopping) cannot bring you water, we’ll do our best to deliver some – if this is the case, please call our 24 hour helpline on 0800 316 9800.

If you need other support here are links to national helplines for Age UK, Citizens Advice and Mind.

How to sign up to priority services

Sign up to priority services

If you have any problems with our online form, you can email us on ecs@thameswater.co.uk or call our extra care team on 0800 009 3652 (9am to 5pm, Monday to Friday). If your hearing or speech is impaired, you can contact us using the Relay UK.

Bogus callers

If you or a family member live alone and feel uncomfortable answering the door, join our doorstep password scheme and stay safe from doorstop callers.

Find out more

Help paying your bill

If you find budgeting or paying bills difficult, or want to explore further support services when it comes to paying your water bill, visit our help page for financial advice.

Find out more

Foreign language support

Please contact us directly on 0800 009 3652 if you or a family member needs foreign language support. We have an interpreter service available to assist any customer who may need support.