Special assistance

Extra help where needed

At Essex & Suffolk Water, we have a wide range of services designed for customers who may need extra help. To benefit from these services which are free of charge to our customers, you need to register your details with us. This section contains information about the type of services we offer and an online registration form for you to complete. If you would prefer to register by telephone, please call us on 0845 782 0999 between 8am and 5pm Monday to Friday.

The following services are available:

Visual

We can supply your water service charges bill in Braille, large print, on audio cassette tape or CD, or we can provide you with a magnifying strip. Alternatively we can arrange for a member of staff to read your bill to you over the telephone before we post it to you. Just tell us when you register which method you would prefer.

Meter reading service

If you have a water meter and cannot read it for yourself, we can provide up to two extra free readings each year.

Hearing

We have specially trained staff to assist customers who may be deaf, hard of hearing or have speech difficulties and a Minicom text only facility is available. The Minicom number is 01245 212 239 and we also accept calls from RNID Typetalk. If you request a meeting with one of our representatives, we can arrange for a British Sign Language interpreter to assist us.

Mobility

Those of our offices that are open to the public and many of our recreational sites have easy access, toilets and lifts (where appropriate) for those customers who need them.

Language

If your first language is not English, or if this is the case for a friend or member of the family, we can arrange to provide information in an alternative language using a special 'language line' operated by Communicado. You can register your preferred language with us by filling in the registration form. Alternatively we can arrange for an interpreter to translate face to face.

Nominated bill

Sometimes circumstances beyond your control, a stay in hospital for example may cause you to forget to pay your bill. For peace of mind you can nominate a friend or relative and we will send your bill to them on a one-off or regular basis. You can register for the nominated bill service by calling 0845 782 0111.

Other

We also offer special services to those customers with specific health problems, such as home dialysis patients. To find out more information please go to the medical section.

General advice

Apart from meter reading if you have an internal meter, the occasions when we need to visit our customers' homes are very rare. If you register with us we can ensure that any member of staff needing to visit your home is aware of your requirements.

When you register with us, please advise us if there is anything we should be aware of so we can give you the best possible service. Remember, how much you tell us is up to you, and anything you tell us will be kept strictly confidential.

Bogus callers

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 need to come inside. All our employees carry identity cards and are happy to be kept waiting on the doorstep while their credentials are checked.

Password scheme

You can register a confidential password to give you extra security. Anyone from Essex & Suffolk Water who needs to gain access to your property will know this word and use it on request. To register your chosen password please call 0845 782 0111.