Priority Services Register

Our Priority Services Register is a free service that can help us make sure we’re giving you the right support and the best service possible.

We all need a helping hand from time to time and we’ll always do our very best to help you. We want to make sure you can easily access all our services and read the information we send you. Please get in contact to let us know how we may be able to help you.

We have developed a range of free services for people whom:

• Have a poor sense of taste or smell
• Are of pensionable age
• Are pregnant or live with children aged 5 and under
• Have needs relating to sight, hearing, speech, or language
• Have an illness that affects day to day life
• Use a dialysis machine at home
• Have mental health problems
• Have a physical impairment or have mobility needs
• Are going through a significant life change, such as bereavement, change in circumstances or recovering from a hospital stay

If you sign up to our Priority Services Register, we can:

Let you know beforehand about any planned work that might affect your wastewater service

In the event of an interruption incident, we will make special arrangements.

• Send you important information in a format that’s easier for you to use, such as large print
• Set up a password so you know it’s really us if we need to visit your home
• Speak to or send correspondence to a nominated person on your behalf. The person you nominate must agree to this
• Help you if English isn’t your first language
• Give information about organisations that can provide independent advice
• Provide special terms for making payments for customers who have specific needs (eg house bound)
• Knock and wait facilities (where visiting staff know to allow extra time for customers to answer the door)
• Arrangement of additional presence during visits
• Additional metering support or services (e.g. reading your meter)

Please note that if we only provide wastewater services. You will need to contact Thames Water to register for their scheme. Our Customer Services team can provide you with this information if required.

We may contact you occasionally to check your details are up to date or contact you in operational incident. Please let us know if any of your details and/or circumstances change. If you would like your details removing from our Priority Services Register, please notify us (either by post, phone call or email)

Does it cost anything?
No - It is a free service

Who can apply?
Anyone in your household that has a need as identified in the list above. If you are unsure, get in touch on 0333 3208 656 and we will be happy to advise you.

How can I apply?
You can apply by completing and submitting our Priority Services registration form below. Or if you would prefer, you can call us on 0333 3208 656 or write to us either using email, accounts@countywater.co.uk or by post to 52 Camp Road

Once we have received your completed form, we will contact you to confirm that you have been registered. Please remember to include your contact details with your application, just in case we have any questions.

By Submitting this form you are consenting to your details being stored in our Priority Services Register