About Priority Services

Help when you need it most

Priority Services is free and could help you, your family or your friends benefit from additional support from us so we can respond quickly to those particular needs.

To register for Priority Services or update your details, please:

If you no longer require support from Priority Services and wish to leave, please call us on 0345 072 6093.

• Nomination scheme

  If you have difficulty communicating or find it hard to understand your bill and other information you receive from us, you can nominate a carer, family member or friend to speak to us on your behalf. Your nominated person can also call us to register you for Priority Services

• Dialysis patients

  We provide extra help if you need dialysis at home. We'll contact you as soon as possible if we need to turn off your water supply in an emergency, such as burst water main, and try to time any planned shut-offs, so they don't happen on the day of your dialysis.

  If we absolutely must shut the water off on your dialysis day, we'll contact you as far in advance as we can, in your prefered way, to let you know and will try to set up extra help and support.

  Your hospital should have already registered your details with us if you have dialysis at home, but you can also tell us this when you register for Priority Services.

  We understand that you need to be able to dialyse at home on specific days and times. Once we know those dates and times, we’ll try to avoid shutting off your water supply on your dialysis day if we need to carry out work on the water network. If we absolutely must shut the water off on your dialysis day, we’ll contact you well in advance to let you know.

  Sometimes, unexpected emergencies such as water main bursts happen out of the blue that may affect your water supply. We’ll let you know as soon as possible and provide any extra help and support we can.  If there is a burst water main which means we need to turn your water supply off, our dedicated team will contact you, in your preferred way, as soon as we can.

• Financial debt and debt schemes

  If your struggling to pay we'll make sure that your on the debt support plan that's best for you. You can find out more about the various ways we can support you by visiting our dedicated page here.

• Knock and wait

  If you tell us you have mobility needs, we understand that it may take you a little bit longer to answer the door.

  When we call at your home we will wait outside for a much longer period of time after knocking to allow you enough time to answer, so you never miss a visit from us.

• Braille, large print and talking bills

  If you have sight difficulties, we can produce your bill in Braille or large print. We can also phone you to talk you through your bill to make sure you understand what you are paying for. Click here for accessibility help on this site

• Mental illness

  We know that 1 in 4 people in the North West will struggle with mental health issues in their lifetime.

  Opening up about our struggles can be difficult, but not talking about them can make us feel isolated. You’re not alone, if you or someone you know is dealing with mental health issues, our caring team, trained by Mind, can offer the support you need.

• Hearing or speech difficulties?

  If you are deaf, hard of hearing or have any speech difficulties and use a textphone, you can access our Text Relay service by dialing 18001 followed by the number you need. You can find a full list of our contact numbers here.

  If you ever need a face-to-face meeting with us, we can arrange for a Sign Language interpreter to be at the meeting, if this would be helpful. We will also do our best to provide a sign language interpreter at many of our external Prioirty Services customer events that we attend around the North West.

By registering with us you will automatically be added to the Electricity North West Priority Services Register, who is the distribution network operator for the majority of our region. Once you are registered you’ll be offered help from your water and electricity providers if there’s ever a problem. Want to know more about Electricity North West’s Priority Services Register? Click here to find out. We may also share your information to assist in the event of an incident for example with your local council, however we will only do this if it is in your best interest. For a further information about how your personal information is used please refer to our Privacy Policy for Priority Services.

Not covered by Electricity North West?  If you live within Merseyside, Wirral or mid Cheshire, your electricity network provider could be SP Energy Networks.  You can also register for their Priority Services scheme here

If you're registered with Priority Services we can help you with:

• Advanced warning of planned works that might impact your water supply
• Alternative water supplies
• Wastewater flooding clean-up
• Support with your water meter

Click the button below to find out more