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Need extra help?

The Priority Services Register (PSR) is free to join. It helps us know who may require extra help, and look after any customers with communication, access, physical or mental health needs.

Here are the services we offer:

  • Visually impaired – We can provide bills and all other printed communications in Braille, large print or as a CD.  You can also change the colours for this website to adapt it to suit your needs.
  • Hearing difficulties – We have type talk facilities available. This is a free service which lets you speak or type the conversation and then converts it into text both online and over the phone.
  • Medical Conditions – If you have a medical condition that requires you to use large amounts of water, you can be added to our register.  We may deliver water to you during a supply interruption. 
  • Password scheme – Register for our password scheme, so you can tell if our staff are genuine if they visit you. Before they enter your property, they must tell you the password first. 
  • Physical or mental health needs – We guarantee to treat any information you share with us sensitively

You can also download a PDF version of the Priority Services form and post it to us at Advanced Care Team, Affinity Water, Tamblin Way, Hatfield, Herts, AL10 9EZ

Please note: If you need to use the accessibility functionality to read the above PDF form, please click on the icon (on the right-hand side), before opening the document.

or Call - if you prefer to speak to us, you can apply by calling us on 0345 357 2406

Privacy Notice

Please see our privacy notice for the Priority Service Register below.

Third party consent

If you would like to nominate someone else to discuss your account with us, please complete our Third Party Consent form (PDF 44KB).

British Sign Language

British Sign Language users can contact us using a British Sign Language video interpreter, via the InterpretersLive! service, provided by Sign Solutions. Find out more here.

Language Assistance

If you require a translator, please get in touch with our customer service team.

Independent advice

View a list of charities and organisations that can offer help and advice.


If you prefer to contact us our friendly team are happy to help.  Contact them by email at or call 0345 357 2406.

Chat to us via WhatsApp

Click the button below to chat to us or add our number 07971013368 to your phone (WhatsApp text messaging only).

We are available to chat between 8am-6pm Monday to Friday.

If you have your customer number to hand this helps us get your enquiry sorted more quickly. You can find this at the top of your bill, on your bill reminder or by logging in to My Account.

Help with paying your bill

If you are struggling to pay we may be able to provide additional support.

Struggling to pay

Help in a power cut

Being on the UK Power Networks Priority Services Register will ensure you will receive extra support if you experience a power cut.

UK Power Networks Priority Scheme

Read our guide

If you need a bit of extra help, this booklet explains who is eligible to receive this support, what’s available and how to apply for it.

Special Assistance Leaflet

Enable Recite