Help with your water supply

Letting you know when the water is off

If we have to turn off your water to carry out planned work, we will put a card through your letterbox beforehand to tell you about it. If you are blind, partially sighted or have difficulties reading or understanding English, we will contact you in the way you asked us to when you registered for Priority Services.

There will be times when it’s not always possible to tell you beforehand, for example, if there is a burst water pipe affecting your supply. If this happens, we will contact you at the time to make sure you are kept informed about what is happening.

Alternative water supplies

If your water is likely to be off for more than 12 hours, we will try to make water available in your area using other means. We will contact you in an emergency to understand how we can help, which may include delivering a supply of bottled water to your home.


If you are a Priority Services customer and suffer flooding from the sewers, you can contact our dedicated team and we will arrange to visit your home to help with cleaning up the mess. If you have to move out of your home while we clean up, we’ll suspend your bills during the time you’re away from your home.

Help with your water meter

If you have a water meter in your home but find it difficult to get to it or read it due to a disability, we may be able to help by moving the meter to a more accessible place, as long as your plumbing arrangements allow this. If you are blind or partially sighted, we can also arrange for your meter to be read every three months to help you keep track of how much water you are using.