Our Priority Services Strategy

We are proud of our teams and the service they provide to customers every day. Our Priority Services scheme provides extra services for free to support customers in times of need. This help is available whatever the situation, from coping with an unexpected loss of water supply, to changing payment arrangements or bank account details. Our 2024 strategy document explains how our Priority Services scheme is set up along with information about the initiatives we have in place to help our customers with a range of needs. Our strategy not only outlines our current service offering it also highlights our future commitments too. 

We will be consulting with local organisations and partners in further developing our vulnerability strategy and we will publish a revised strategy in June 2025. We welcome any feedback or comments on our service, if you wish to do so, please complete the feedback form here.