Your rights and responsibilities: Special assistance

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Your rights and responsibilities: special assistance

We are aware that, some customers may require special assistance in the way that water and sewerage services are delivered to them because of, for example, age, disability or illness.

We have a duty to take account of the needs of such customers. As part of this duty we have set out guidance to companies on the services they should offer to such customers. The guidelines are intended to make sure that customers with specific requirements as a result of age or disability are not disadvantaged in comparison with other customers.

All companies offer a range of additional services such as:

password schemes to prevent bogus callers;
issuing bills and associated literature in other formats (for example, large print or Braille);
making special arrangements to contact customers requiring special assistance in case of an emergency; and
a meter re-siting service so that these customers can monitor their water consumption.

If you believe that you would benefit from any of these kind of services, contact your local water company and they will add your details to their register.

Each year we collect and publish information from companies on the number of customers registered for additional services. Details of the latest numbers and examples of how companies advertise these services can be found here.

All water companies also offer a capped tariff to metered customers who are in receipt of benefits and are required to use additional water for medical reasons.

Your rights and responsibilities

Services for disabled, chronically sick or elderly consumers – guidance to companies

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