Supporting Vulnerable Customers Through Priority Services

Everyone Deserves Reliable Support

At Northumbrian Water, we serve a diverse region with communities that range from bustling urban centres to remote rural villages. Among our 2.7 million customers are many who may need a little extra help — whether because of age, disability, health conditions, language barriers, or other personal circumstances. Our Priority Services register is designed to ensure that these customers receive the support they need, when they need it, at no extra cost.

Priority Services is a free scheme available to any customer who may be in a vulnerable situation. It is not means-tested, there is no application fee, and it covers a wide range of needs. Whether you are recovering from surgery, caring for a young baby, living with a chronic illness, or simply finding it harder to manage day-to-day tasks, our team is here to help you stay connected to the services you depend on.

Who Can Register?

Our Priority Services register is open to anyone who might benefit from additional support. This includes, but is not limited to:

• Elderly customers: Those who may find it difficult to access information online, carry heavy bottles of water during a supply interruption, or respond quickly to emergency situations.
• Customers with disabilities: Including physical disabilities, sensory impairments such as visual or hearing loss, and learning disabilities that may affect communication or understanding.
• Customers with chronic or serious illnesses: Including those who depend on water for medical equipment such as dialysis machines, or who are undergoing treatment that affects their mobility or energy levels.
• Families with young children: Parents and carers of babies and toddlers who need a reliable water supply for feeding, bathing, and hygiene.
• Customers with mental health conditions: Including anxiety, depression, or cognitive conditions that may make it harder to engage with billing, correspondence, or emergency communications.
• Customers with temporary needs: Those recovering from an operation, dealing with a bereavement, or experiencing a short-term change in circumstances that makes them more vulnerable.

What Support Do We Offer?

When you register for Priority Services, we tailor our support to your individual needs. The range of services we offer includes:

• Alternative format communications: Bills, letters, and information in large print, braille, audio, or translated into other languages upon request.
• Advance notice of planned work: If we need to carry out work in your area that might affect your water supply, we will let you know in advance so you can prepare.
• Priority during supply interruptions: If your water supply is interrupted due to a burst main or planned maintenance, we will prioritise restoring your supply and provide bottled water delivered directly to your door if needed.
• Dedicated contact support: Our team will take extra time to explain your bill, discuss payment options, and ensure you understand any changes to your account. We can also arrange for a named contact or password on your account for added security.
• Knock-and-wait policy: Our engineers will wait longer at your door to give you time to answer, and they will always carry identification.
• Referral to partner organisations: If we identify that you could benefit from additional support beyond our services, we can refer you to trusted partners including Citizens Advice, local councils, and specialist charities.

How to Register

Registering for Priority Services is quick and easy. You can sign up in any of the following ways:

1. Online: Visit our website and complete the Priority Services registration form. It takes just a few minutes.
2. By phone: Call our dedicated Priority Services team, who will guide you through the registration process and answer any questions you may have.
3. Through a third party: A carer, family member, or support worker can register on your behalf with your consent.
4. Via partner referral: If you are already registered for Priority Services with your energy supplier or another utility company, we may be able to share your details automatically through the industry’s data sharing scheme, with your permission.

Working With Partners to Reach More People

We know that many people who could benefit from Priority Services are not yet aware of the scheme or have not registered. That is why we work closely with a network of trusted partners to spread the word and reach those who need us most. Our partners include local councils, housing associations, charities such as Age UK and the Royal National Institute of Blind People, health and social care providers, and community organisations across the region.

We also participate in the UK’s Priority Services data sharing initiative, which allows customers to register once with any participating utility company and have their details shared with others. This makes it easier for vulnerable customers to receive consistent support across all their essential services without having to repeat their story multiple times.

Our Commitment to Inclusion

Supporting vulnerable customers is not just a regulatory obligation — it is a core part of who we are as a company. We live water and we love our customers, and that means ensuring that every single person in our region can access the services they need with dignity and confidence. Our team receives regular training on vulnerability awareness, safeguarding, and inclusive communication, and we continuously review and improve our Priority Services offering based on customer feedback and best practice.

If you or someone you know could benefit from Priority Services, please get in touch. We are here to help, and registering could make a real difference when it matters most.