Priority assistance

What is priority assistance?

Our priority assistance programme is here to offer a bit of extra support. Whether you or your loved one is sight or hearing impaired, requires a translator, or is facing financial difficulties, we can offer some support that will hopefully make life a little easier. We offer a wide range of support services from letting you know when water is off, to making sure you have access to water, and checking your meter on your behalf.

How do I register?

Complete the relevant form which will let us know what support you need. Your application will be sent to our team to consider. To get started with the registration process, click the relevant tile below to find out what support we can offer you or your loved one.

Got questions?

Scroll down to our Frequently Asked Questions section at the bottom of this page.

Image of a man who is visually impaired typing a message using a adapted keyboard

Visually impaired

We can provide a variety of support for customers who are visually impaired.

Image of two hearing impaired people using sign language

Hearing impaired

Support is available for customers who have difficulty hearing.

Image of a speaker for someone to speak into and headphones for them to wear

Language support

Our translation service helps bridge communication gaps with our customers.

Image of two people holding hands as one suffers from a medical condition

Medical conditions

Support is available for customers who are dealing with long-term health issues.

Image of a man working out his finances

Financial difficulties

If you or your loved one is facing financial difficulty, support is available.

photo of vulnerable children who require water all the time

Water dependent sites

Some sites require water at all times. If that's your building, we can make sure you always have water.

Who is eligible for priority assistance?
How do I apply?
How much does priority assistance cost?
How long does the approval process take?
How will I know if my application has been approved?
For how long is the priority assistance service available?
What if I can’t complete the online application, can someone do this for me?
Can I nominate someone to help with my account?
Can I nominate more than one person to help with my account?
What will my nominated person have access to?
How do I change my nominated person?
Who has access to my information?
Who decides if my application is successful?
Does priority assistance mean I can ask for a discount?
How often will you deliver bottled water to me?
Can your contractors place the bottled water on my bench?
Why has my application been rejected ?