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Our services

Priority support during supply interruptions

 If we are going to interrupt your water supply for planned works we can:

  • telephone or visit you to discuss any help you need and advise you how to manage whilst work is being carried out
  • write to you to advise you of the interruption

In the event of an emergency interruption to the supply, for example a burst water main, our priority is to restore the supply to all customers as soon as possible. If your health, or someone in your house, would be put at risk by the supply interruption we will provide you with an alternative supply.


Meter readings

Reading your meter

You can ask us to read your meter up to an extra four times a year if you can’t easily read it yourself, for example due to limited physical movement, problems with your eyesight, or a condition such as dyslexia.

Relocating your meter

We’ll provide advice if you need to have your meter relocated. If you ask us to move your meter to help you read it more easily, we’ll consider doing this for free.

Investigating unexplained water usage

We’ll make an appointment to visit you to investigate the cause of possible high levels of water usage recorded on your meter.

Communicating with you

If you have difficulty communicating, or you find it hard to understand your bill, we can send your bill in large print, Braille or read and explain this to you over the telephone.

You may prefer us to send your bills to a nominated person, for example, a carer, relative or friend, provided they agree. We’ll also send you a copy of your bill as you’ll still be responsible for the charges.

If you have hearing or speech difficulties, you may want to use Text Relay or minicom when contacting us.

A selection of leaflets are also available on request in alternative formats, such as large print, audio CD or Daisy CD formats.

Password scheme

It’s important that you only open the door to people that you know or to someone who’s made an appointment to see you by telephone or letter.

If you think a bogus caller may have called at your door, you should report it to the police giving them as much detail about the person as you can remember.

When we agree the date and time of a visit with you, you can ask for a password of your choice for our representative to use when they visit. Passwords can be either verbal or written, and can be updated at any time. We can also send you a reminder of your password before we visit.

IF IN DOUBT, KEEP THEM OUT!

Tariffs to help you if you have a meter and use a lot of water

We could offer help if you have a water meter or pay the multi-occupancy assessed charge and face particular difficulties paying your bill because you have to use a lot of water for essential purposes or have a low income. If this applies to you, please contact us as soon as possible on our Accounts Helpline on 0344 346 1010*.


Hospital stays

If you live alone and need to stay in hospital, a nursing home or a residential home for between 1 and 12 months we may be able to help reduce your charges. Full details are available in our Household Charges Scheme or contact our Accounts Helpline on 0344 346 1010*. 

This only applies if you are not on a meter.

Working in partnership with Western Power Distribution

Western Power Distribution distributes electricity in the South West area - if you have a power cut you can call them on 0800 6783 105.

If you think you could be vulnerable to a power cut due to being medically dependent on electricity, elderly or disabled or if you have specific communication needs, you can find out about their Priority Service Register.

Read more about "Working in partnership with Western Power Distribution". 

Your other service providers

Free services similar to our Priority Services Register are available in the gas, electricity and telephone sectors. Contact your other service providers and ask about their Priority Services Register.

*03 numbers are charged at standard rates and will be included in any free minutes in a mobile or landline phone contract.

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