Medical services

We try not to disrupt water supplies but there are occasions, either following burst pipes or for improvement work, where this is unavoidable.

We can take extra care with customers with specific health, family and other special requirements to ensure that they have a water supply during such times and that we provide them with the information they need about the time and duration of any interruptions. We can also provide bottled water for taking medication or preparing baby milk or food.

We can only provide these services if we know about your requirements, or those of a friend or member of the family, in advance. You can do this by registering your needs with us.

Remember, how much you tell us is up to you, and anything you tell us will be kept strictly confidential. You can also register a confidential password to give you extra security when an employee needs to visit your home. See 'General advice' below. You can register now by filling in the online registration form.

Lower charges for customers with medical needs

There are government regulations to protect customers receiving certain benefits or tax credits and living in metered properties. The first is a household containing an individual who is entitled to receive child benefit for 3 or more children up to the age of 19, resident in the property and in full time education. The second is any household containing an individual who has a particular medical condition that causes them to use a significant amount of water. This individual or a member of the household should be in receipt of certain benefits to qualify. These customers do not have to pay more than the average bill. However if the meter reading is less than the average household bill, then this is the amount the customer will pay.  

Only certain medical conditions qualify and these are:

• Kidney failure requiring home dialysis.
• Abdominal stomas.
• Desquamation (flaky skin loss).
• Weeping skin disease (eczema, psoriasis, varicose ulceration).
• Incontinence.
• Crohns disease.
• Ulcerative colitis.

We will also consider applications based on medical conditions other than those covered by the regulations.

In addition you, or one of the people in your household must be receiving one of the following means tested benefits:

• Income Support.
• Income based jobseekers allowance.
• Working tax credit.
• Child tax credit (but not the family element only).
• Housing benefit.
• Council tax benefit.
• Pension credit.

If you are eligible we will calculate your charges using an alternative, lower, charge. Find out whether you are eligible for our WaterSure.

General advice

There are people who prey on those who are vulnerable by pretending they are 'water board officials' to gain admittance to their properties.

There are very few occasions when our employees visit customers in their homes and even fewer when they would need to come inside. All our employees carry plastic identity cards and are happy to be kept waiting on the doorstep while their credentials are checked. Remember - if in doubt, keep them out.

To give you extra security you can also register a password of your choice with us. If our employees need to visit you they will be given this password and will use it when challenged. You will need to remember what the password was!