Get a little extra help

Priority Services is for customers who need extra support. By signing up for free, there are a range of services that we offer that can help make your life easier. Depending on your needs this can include having your meter read more regularly to having your bills in large print.

You can receive your bill and other information we send to you in a format that suits your needs. You can choose to: 

• Have your bills and other communications with you, sent to a carer, family member or friend.
• Receive it in different formats such as braille, large print or another language
• Ask us to call or visit your home to read your bill to you

You can also communicate with us in a range of ways including:

• Via a nominated contact
• Through our live chat
• Using Relay UK text 
• Using Sign Live – a service for BSL users
• Providing interpreters on our dedicated language line

If you have a water meter fitted, it is important to check this regularly to avoid receiving an unexpected high bill due to a leak. We usually take two meter readings a year to calculate your bills. If you have difficulty reading your meter yourself, we can arrange extra help for you by reading it an additional two more times in a year. We can even relocate the meter, if we are able to so, so you can read it yourself more easily. Just let us know. If you do not have a meter and would like one you can apply for one.

If you have a need that means it may take a while for you to answer the door don’t worry, we will wait for you.  You can set up a password and we’ll use it every time we visit you. Always make sure your password is unique to you.

If one of our team needs to visit your home, remember to ask to see their identity card before you let them inside your home. For more security support please visit and look at our Customer Core Information and see our information on scams.