Additional support
FAQs about the additional support offerings from Bristol Water.
Are you struggling with bill payments?
Get help paying your water bill. If you’re struggling to pay, we have a range of plans to reduce your bills or help manage your payments.
Visit our Help to Pay page to see how we can help you with bill payments. Help is on hand if you need support paying your bills or you're in need of short-term help.
Payment plans
We can offer you different ways to pay your bill and help out if you're in debt with your water bill.
Discount for low-income pensioners
If you receive Pension Credit or if your state pension is your only income we can offer a bill discount of around 20%.
Apply for low-income pensioner discount.
Reduced bill – Assist
Assist is a scheme for low-income householders who are assessed as being in financial difficulty.
Apply for a reduced bill (Assist).
Bill cap scheme – WaterSure Plus
If you are in a low-income household, our WaterSure Plus scheme could help reduce your payments.
Check your eligibility for WaterSure Plus.
What is Priority Services?
Did you know that Bristol Water offers a free service to provide extra support to those who need it?
If you or someone you know has additional needs or a disability, you can sign up to our Priority Services register for free. We can help with meter reading, different bill formats, priority repairs, emergency bottled water and more.
How you'll benefit from signing up to Priority Services
If you have a medical condition or disability, you can sign up to access our Priority Services. It’s free, only takes a few minutes and you can pick which services you’d like to receive.
Ensuring you're aware of a supply interruption
Occasionally, we may need to turn the water supply off to carry out essential works, and we use a variety of means to let our customers know in advance. However, if you're blind, partially sighted or have difficulties understanding English, the methods we use may not be best suited to your needs.
If you are on the Priority Services register, we can discuss the best way to make sure you're aware of disruptions, whether it’s a telephone call, a home visit, or perhaps letting your neighbour know, so they can make you aware.
Large print bills
If you or a member of your household has difficulty reading small print or are Braille users, we can arrange to produce your bills in large print or in Braille for you.
Telephone bill reading
If you have difficulty understanding your bill, we can explain it to you over the telephone before sending it. Alternatively, you may prefer us to send your bills and correspondence to a nominated friend, relative or carer who can help you.
Alternative language
If you wish to receive your bill in a language other than English, and you don't have a nominated friend or family member that can help, we can arrange this for you or we can arrange to provide information using a special language line. We can also arrange for a selection of leaflets to be translated into a language other than English.
Nominated bill
If you prefer, we can post your bill to a nominated relative, friend or carer. If you need to stay in a hospital for a long period of time, we can redirect your bills to a nominated relative, carer or friend to avoid you not having to worry about leaving them unpaid. They will not become liable for the money due, as this remains your responsibility.
Help with reading your water meter
If you have a water meter fitted, it is important to check this regularly to avoid receiving an unexpectedly high bill due to a leak. If you have difficulty reading it, we can arrange help for you. We offer additional free meter readings to elderly customers and those with additional needs. The reading will be taken within five working days of the request.
If elderly or disabled customers wish to read their own meters, we can relocate the meter, or discuss alternative options to make it easier for them to read.
For customers who use home dialysis
We maintain a register of home dialysis users in the Bristol Water area, so that if there are any planned disruptions to your water supply, you are notified in advance, so alternative arrangements can be made. The register is compiled from information supplied by local health authorities or patients living in the Bristol Water supply area.
We write to home dialysis users confirming their registration and ask them to notify us of their dialysing times, so that if operational work is required which may result in a disruption to the water supply, we can work around your dialysis times.
I've had a bereavement, who do I need to contact?
We're so sorry you've experienced a loss. Our team is trained to support those who have suffered a bereavement.
Our billing team will be able to help you with your loved one's financial affairs. You can reach them by calling 0345 600 3600.
It would be helpful to have the following information to hand when contacting us, so we can manage any questions you have as quickly and easily as possible:
- Details of the deceased including their address and the date of their death.
- Customer number (if available).
- Whether the property was owned or rented.
- A recent water meter reading, if property was metered (if available).
- Name, address and telephone number of the person or executor who is legally looking after the affairs of the deceased.
- Whether water is still required at the property.
Please call us or please complete our simple webform giving us as much detail as you can.
Using Life Ledger
Life Ledger is a free online service which allows you to contact lots of companies at once about the death of a loved one. Visit the Life’s Ledger website for more details.
I am disabled. How can you help me?
If you have special requirements due to your age, ill health, a disability, mental illness or particular needs, our Priority Services register (formerly Customer Care Plus) helps us to take this into account.
The Priority Services register means we can identify and respond quickly to your needs if you require extra care. The range of additional services we provide are free of charge and available to you if you live in our region, regardless of whether you are a bill payer.
Visit our Priority Services page to find out how we can help you.
I am partially sighted. Can I have a large print bill?
If you register with Priority Services (formerly Customer Care Plus) we can arrange for you to receive your bills and selected literature in Braille or large type. We can also ensure you receive notification in person or by telephone in the event of a supply interruption.
If you're unable to read your water meter, we can read it for you. In addition to printed literature in Braille or large type, an audio tape with general information about our company and services is also available.
Visit our Priority Services page to sign up or find out more about the services we offer.
I am hard of hearing. How can I call you?
If you are deaf, hard of hearing or have speech difficulties, you may want to use our Text Relay service or contact us by email.
You can also contact us via the livechat pop up in the bottom right-hand corner of our contact us page or via Twitter or Facebook. By registering with Priority Services (formerly Customer Care Plus), we will be aware of your hearing difficulty if we contact or visit you.
Visit our Priority Services page to find out more and sign up.
How can you help customers with additional needs?
If you have additional needs due to your age, ill health, a disability, mental illness or particular needs, please register for Priority Services (formerly Customer Care Plus) so that we can take this into account.
Our Priority Services register means we can identify and respond quickly if you need extra help. The range of additional services we provide are free of charge and are available wherever you live within our region, regardless of whether you're the bill payer.
Visit our Priority Services page to find out more and sign up.
Are you struggling with bill payments?
Get help paying your water bill. If you’re struggling to pay, we have a range of plans to reduce your bills or help manage your payments.
Visit our Help to Pay page to see how we can help you with bill payments. Help is on hand if you need support paying your bills or you're in need of short-term help.
Payment plans
We can offer you different ways to pay your bill and help out if you're in debt with your water bill.
Discount for low-income pensioners
If you receive Pension Credit or if your state pension is your only income we can offer a bill discount of around 20%.
Apply for low-income pensioner discount.
Reduced bill – Assist
Assist is a scheme for low-income householders who are assessed as being in financial difficulty.
Apply for a reduced bill (Assist).
Bill cap scheme – WaterSure Plus
If you are in a low-income household, our WaterSure Plus scheme could help reduce your payments.
Check your eligibility for WaterSure Plus.
What is Priority Services?
Did you know that Bristol Water offers a free service to provide extra support to those who need it?
If you or someone you know has additional needs or a disability, you can sign up to our Priority Services register for free. We can help with meter reading, different bill formats, priority repairs, emergency bottled water and more.
How you'll benefit from signing up to Priority Services
If you have a medical condition or disability, you can sign up to access our Priority Services. It’s free, only takes a few minutes and you can pick which services you’d like to receive.
Ensuring you're aware of a supply interruption
Occasionally, we may need to turn the water supply off to carry out essential works, and we use a variety of means to let our customers know in advance. However, if you're blind, partially sighted or have difficulties understanding English, the methods we use may not be best suited to your needs.
If you are on the Priority Services register, we can discuss the best way to make sure you're aware of disruptions, whether it’s a telephone call, a home visit, or perhaps letting your neighbour know, so they can make you aware.
Large print bills
If you or a member of your household has difficulty reading small print or are Braille users, we can arrange to produce your bills in large print or in Braille for you.
Telephone bill reading
If you have difficulty understanding your bill, we can explain it to you over the telephone before sending it. Alternatively, you may prefer us to send your bills and correspondence to a nominated friend, relative or carer who can help you.
Alternative language
If you wish to receive your bill in a language other than English, and you don't have a nominated friend or family member that can help, we can arrange this for you or we can arrange to provide information using a special language line. We can also arrange for a selection of leaflets to be translated into a language other than English.
Nominated bill
If you prefer, we can post your bill to a nominated relative, friend or carer. If you need to stay in a hospital for a long period of time, we can redirect your bills to a nominated relative, carer or friend to avoid you not having to worry about leaving them unpaid. They will not become liable for the money due, as this remains your responsibility.
Help with reading your water meter
If you have a water meter fitted, it is important to check this regularly to avoid receiving an unexpectedly high bill due to a leak. If you have difficulty reading it, we can arrange help for you. We offer additional free meter readings to elderly customers and those with additional needs. The reading will be taken within five working days of the request.
If elderly or disabled customers wish to read their own meters, we can relocate the meter, or discuss alternative options to make it easier for them to read.
For customers who use home dialysis
We maintain a register of home dialysis users in the Bristol Water area, so that if there are any planned disruptions to your water supply, you are notified in advance, so alternative arrangements can be made. The register is compiled from information supplied by local health authorities or patients living in the Bristol Water supply area.
We write to home dialysis users confirming their registration and ask them to notify us of their dialysing times, so that if operational work is required which may result in a disruption to the water supply, we can work around your dialysis times.
I've had a bereavement, who do I need to contact?
We're so sorry you've experienced a loss. Our team is trained to support those who have suffered a bereavement.
Our billing team will be able to help you with your loved one's financial affairs. You can reach them by calling 0345 600 3600.
It would be helpful to have the following information to hand when contacting us, so we can manage any questions you have as quickly and easily as possible:
- Details of the deceased including their address and the date of their death.
- Customer number (if available).
- Whether the property was owned or rented.
- A recent water meter reading, if property was metered (if available).
- Name, address and telephone number of the person or executor who is legally looking after the affairs of the deceased.
- Whether water is still required at the property.
Please call us or please complete our simple webform giving us as much detail as you can.
Using Life Ledger
Life Ledger is a free online service which allows you to contact lots of companies at once about the death of a loved one. Visit the Life’s Ledger website for more details.
I am disabled. How can you help me?
If you have special requirements due to your age, ill health, a disability, mental illness or particular needs, our Priority Services register (formerly Customer Care Plus) helps us to take this into account.
The Priority Services register means we can identify and respond quickly to your needs if you require extra care. The range of additional services we provide are free of charge and available to you if you live in our region, regardless of whether you are a bill payer.
Visit our Priority Services page to find out how we can help you.
I am partially sighted. Can I have a large print bill?
If you register with Priority Services (formerly Customer Care Plus) we can arrange for you to receive your bills and selected literature in Braille or large type. We can also ensure you receive notification in person or by telephone in the event of a supply interruption.
If you're unable to read your water meter, we can read it for you. In addition to printed literature in Braille or large type, an audio tape with general information about our company and services is also available.
Visit our Priority Services page to sign up or find out more about the services we offer.
I am hard of hearing. How can I call you?
If you are deaf, hard of hearing or have speech difficulties, you may want to use our Text Relay service or contact us by email.
You can also contact us via the livechat pop up in the bottom right-hand corner of our contact us page or via Twitter or Facebook. By registering with Priority Services (formerly Customer Care Plus), we will be aware of your hearing difficulty if we contact or visit you.
Visit our Priority Services page to find out more and sign up.
How can you help customers with additional needs?
If you have additional needs due to your age, ill health, a disability, mental illness or particular needs, please register for Priority Services (formerly Customer Care Plus) so that we can take this into account.
Our Priority Services register means we can identify and respond quickly if you need extra help. The range of additional services we provide are free of charge and are available wherever you live within our region, regardless of whether you're the bill payer.
Visit our Priority Services page to find out more and sign up.
Are you struggling with bill payments?
Get help paying your water bill. If you’re struggling to pay, we have a range of plans to reduce your bills or help manage your payments.
Visit our Help to Pay page to see how we can help you with bill payments. Help is on hand if you need support paying your bills or you're in need of short-term help.
Payment plans
We can offer you different ways to pay your bill and help out if you're in debt with your water bill.
Discount for low-income pensioners
If you receive Pension Credit or if your state pension is your only income we can offer a bill discount of around 20%.
Apply for low-income pensioner discount.
Reduced bill – Assist
Assist is a scheme for low-income householders who are assessed as being in financial difficulty.
Apply for a reduced bill (Assist).
Bill cap scheme – WaterSure Plus
If you are in a low-income household, our WaterSure Plus scheme could help reduce your payments.
Check your eligibility for WaterSure Plus.
What is Priority Services?
Did you know that Bristol Water offers a free service to provide extra support to those who need it?
If you or someone you know has additional needs or a disability, you can sign up to our Priority Services register for free. We can help with meter reading, different bill formats, priority repairs, emergency bottled water and more.
How you'll benefit from signing up to Priority Services
If you have a medical condition or disability, you can sign up to access our Priority Services. It’s free, only takes a few minutes and you can pick which services you’d like to receive.
Ensuring you're aware of a supply interruption
Occasionally, we may need to turn the water supply off to carry out essential works, and we use a variety of means to let our customers know in advance. However, if you're blind, partially sighted or have difficulties understanding English, the methods we use may not be best suited to your needs.
If you are on the Priority Services register, we can discuss the best way to make sure you're aware of disruptions, whether it’s a telephone call, a home visit, or perhaps letting your neighbour know, so they can make you aware.
Large print bills
If you or a member of your household has difficulty reading small print or are Braille users, we can arrange to produce your bills in large print or in Braille for you.
Telephone bill reading
If you have difficulty understanding your bill, we can explain it to you over the telephone before sending it. Alternatively, you may prefer us to send your bills and correspondence to a nominated friend, relative or carer who can help you.
Alternative language
If you wish to receive your bill in a language other than English, and you don't have a nominated friend or family member that can help, we can arrange this for you or we can arrange to provide information using a special language line. We can also arrange for a selection of leaflets to be translated into a language other than English.
Nominated bill
If you prefer, we can post your bill to a nominated relative, friend or carer. If you need to stay in a hospital for a long period of time, we can redirect your bills to a nominated relative, carer or friend to avoid you not having to worry about leaving them unpaid. They will not become liable for the money due, as this remains your responsibility.
Help with reading your water meter
If you have a water meter fitted, it is important to check this regularly to avoid receiving an unexpectedly high bill due to a leak. If you have difficulty reading it, we can arrange help for you. We offer additional free meter readings to elderly customers and those with additional needs. The reading will be taken within five working days of the request.
If elderly or disabled customers wish to read their own meters, we can relocate the meter, or discuss alternative options to make it easier for them to read.
For customers who use home dialysis
We maintain a register of home dialysis users in the Bristol Water area, so that if there are any planned disruptions to your water supply, you are notified in advance, so alternative arrangements can be made. The register is compiled from information supplied by local health authorities or patients living in the Bristol Water supply area.
We write to home dialysis users confirming their registration and ask them to notify us of their dialysing times, so that if operational work is required which may result in a disruption to the water supply, we can work around your dialysis times.
I've had a bereavement, who do I need to contact?
We're so sorry you've experienced a loss. Our team is trained to support those who have suffered a bereavement.
Our billing team will be able to help you with your loved one's financial affairs. You can reach them by calling 0345 600 3600.
It would be helpful to have the following information to hand when contacting us, so we can manage any questions you have as quickly and easily as possible:
- Details of the deceased including their address and the date of their death.
- Customer number (if available).
- Whether the property was owned or rented.
- A recent water meter reading, if property was metered (if available).
- Name, address and telephone number of the person or executor who is legally looking after the affairs of the deceased.
- Whether water is still required at the property.
Please call us or please complete our simple webform giving us as much detail as you can.
Using Life Ledger
Life Ledger is a free online service which allows you to contact lots of companies at once about the death of a loved one. Visit the Life’s Ledger website for more details.
I am disabled. How can you help me?
If you have special requirements due to your age, ill health, a disability, mental illness or particular needs, our Priority Services register (formerly Customer Care Plus) helps us to take this into account.
The Priority Services register means we can identify and respond quickly to your needs if you require extra care. The range of additional services we provide are free of charge and available to you if you live in our region, regardless of whether you are a bill payer.
Visit our Priority Services page to find out how we can help you.
I am partially sighted. Can I have a large print bill?
If you register with Priority Services (formerly Customer Care Plus) we can arrange for you to receive your bills and selected literature in Braille or large type. We can also ensure you receive notification in person or by telephone in the event of a supply interruption.
If you're unable to read your water meter, we can read it for you. In addition to printed literature in Braille or large type, an audio tape with general information about our company and services is also available.
Visit our Priority Services page to sign up or find out more about the services we offer.
I am hard of hearing. How can I call you?
If you are deaf, hard of hearing or have speech difficulties, you may want to use our Text Relay service or contact us by email.
You can also contact us via the livechat pop up in the bottom right-hand corner of our contact us page or via Twitter or Facebook. By registering with Priority Services (formerly Customer Care Plus), we will be aware of your hearing difficulty if we contact or visit you.
Visit our Priority Services page to find out more and sign up.
How can you help customers with additional needs?
If you have additional needs due to your age, ill health, a disability, mental illness or particular needs, please register for Priority Services (formerly Customer Care Plus) so that we can take this into account.
Our Priority Services register means we can identify and respond quickly if you need extra help. The range of additional services we provide are free of charge and are available wherever you live within our region, regardless of whether you're the bill payer.
Visit our Priority Services page to find out more and sign up.