We’re committed to meeting the extra needs of our customers. We strive to improve the quality of our services in line with the Disability Discrimination Act and best practice.
We have around 13,500 water customers on our ExtraCare register and operate a code of practice for electricity customer services - where we don’t supply people directly but our network may impact on people who have extra needs.
We offer a range of services, free of charge, which are ideal for our customers who:
- are older
- have sight or hearing problems
- are disabled or have limited mobility
- have learning difficulties
- haemo dialyse at home
- have serious illness
For customers who have problems with sight and find bills difficult to read, we can send it in a format that's easier for them, such as large print or Braille. Alternatively, they can nominate a friend or relative to receive your bills. We can also contact customers personally, if we intend to shut off water supply.
If a customer has hearing difficulties or needs to haemo dialyse at home, we can contact them personally if we have to shut off water supply in an emergency. Also, if customers use a Textphone, they can call us free of charge.
There is some extra help for customers who are blind or partially sighted, or disabled with limited mobility. If the water is off for a long period and they’re unable to collect water supplies in an emergency, we will help come up with a solution.
We have a password scheme to help protect customers from bogus callers. For more information about the range of extra services we offer go to our website.