My account services

Extra care services

We offer a range of free services for our customers who have extra needs.

If you have difficulty reading or understanding your bill we can arrange for information to be delivered in the following ways:

  • Braille
  • Large type
  • Read out to you over the phone
  • Translated into another language
  • Send your bill and other correspondence to a relative or friend
If you require additional help from us, you may also need help from your gas and electricity/water suppliers.  Water/energy companies offer schemes and support similar to ours, for example password schemes or getting bills in large print/Braille.

Tell us how to deliver your information

Let us know if you need a bit of extra help.

Send your bills to a friend or relative

We can talk to a friend, relative or responsible person about your account once you have nominated them.

For data protection and security reasons we won't talk to anyone else about your account unless you have given us express permission to do so.

How to nominate a friend, relative or responsible person

My Account - Register or login to My Account to access the easiest way to nominate someone. Go to account details once logged in to add a nominee.

By post - You will need to fill in a nominee consent form with the nominated person and send it back to us. Download a nominee consent form or request a nominee consent form by post.

Our password schemeOur password scheme

You need to feel safe within your home. Our password protection scheme can help protect you against distraction burglars or ‘bogus callers’.

Simply let us know the password you would like us to use if we visit you. If an employee visits, ask them to give you the password before you let them in.

If they fail to tell you your password, you should not allow them access and telephone 0800 389 10 11 for further assistance.

If you are receiving dialysis or medical treatments

Some medical treatments, such as dialysis at home, rely on a constant supply of water. If you, or anyone living in your home, has a condition that would be affected by a temporary interruption to your water supply, please let us know.

You will be notified of planned interruptions and given additional support during an emergency.

Register for extra help

Let us know if you need a little bit of extra help.