If you need help don't struggle in silence.
Our people will work with you to provide support based on your individual circumstances. We offer a range of options such as affordability tariffs to help customers with their bill, Priority Services which includes providing bills in a range of formats such as Braille or large print, reading bills to customers over the phone and helping with alternative water supplies during a supply interruption.
Frequently asked questions
How can I check if the person at my door works for you?
Before you open the door, ask for either the persons ID card or password (if you’ve made an appointment with us and agreed a password)
We’ll be happy to wait while you call us on 0344 346 2020 “(for Minicom users only 0800 169 9965) to check the person works for us. Don’t use any other number which the caller may give you.
If you think a bogus caller may have called at your door, you should report it to the police. Call 999 if you’re suspicious or they won’t leave or are still in the vicinity, otherwise call 101 if you’re not in immediate danger but want to report an incident.
Can you send my bill to someone who helps me?
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.
Do you offer help to anyone with additional needs?
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
Can I speak to someone face to face about support?
Absolutely. Our WaterCare advisors are often out and about in the South West 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.
A little extra help - Priority Services
We can help with providing bills in formats such as Braille or large print, reading bills to customers over the telephone and helping with alternative water supplies in emergencies.
Need help paying your bill?
We have a range of support available to help customers, from flexible payment plans to help you spread the cost of your water bill to home visits and more.