Our Priority Services Strategy

We are proud of our teams and the service they provide to customers every day. Our Priority Services scheme offers free extra support to customers during times of need. This help is available whatever the situation, whether it's coping with an unexpected loss of water supply, changing payment arrangements, or updating bank account details. 

Our 2025 vulnerability strategy outlines how our Priority Services scheme is structured and details the initiatives we have in place to support customers with a wide range of needs. It not only reflects our current service offering but also sets out our future commitments. 

We continue to work closely with local organisations and partners to further develop our approach, ensuring it remains responsive and inclusive. This final version replaces the draft strategy published in June 2024. We welcome any feedback or comments on our service, if you wish to do so please complete the feedback form here.