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Vulnerable Customers

Priority Services Register (PSR)

The Priority Services Register (PSR) is a free, UK-wide service provided by water companies to offer additional support and assistance to customers in vulnerable circumstances, particularly during emergencies or service interruptions. It ensures that eligible households receive tailored help, such as priority restoration of services, alternative water supplies during outages, or communication in accessible formats (e.g., large print or audio).

Eligibility

You may qualify for the PSR if you or someone in your household:

  • Is elderly (typically pension age or older).
  • Has a disability, chronic illness, or mobility issues.
  • Is visually or hearing impaired.
  • Has mental health conditions, temporary vulnerabilities (e.g., pregnancy or recent bereavement), or relies on medical equipment requiring water.
  • Lives with young children or has other circumstances making standard services challenging. No means-testing is required, and registration is voluntary and confidential.

Benefits

  • Emergency Support: Priority access to bottled water or alternative supplies during disruptions.
  • Communication Preferences: Bills and updates in Braille, large print, or via text relay for hearing-impaired users.
  • Data Sharing: With permission, details can be shared across utilities (e.g., energy and water) for seamless support.
  • Proactive Checks: Companies aim to reach and verify PSR data regularly, with new standards effective from April 2025 emphasizing improved identification and quicker access to services.

How to Apply

Contact your water company directly via phone, online form, or app to register. Provide basic details about your needs—no proof is typically required initially, though some companies may request verification for specific services. As of 2025, enhanced data-sharing initiatives between regulators like Ofwat and the Consumer Council for Water (CCW) aim to simplify cross-referrals from energy PSRs.

WaterSure Scheme

WaterSure is a national scheme designed to cap water and sewerage bills for low-income households with high water usage, preventing bill shock for those on metered supplies. It ensures eligible customers pay no more than the average metered bill in their water company’s area, regardless of actual consumption.

Eligibility

To qualify, you must:

  • Have a water meter installed (or be liable for one).
  • Receive certain means-tested benefits, such as Universal Credit, Pension Credit, Child Tax Credit, or Housing Benefit.
  • Have high water usage due to either:
    • A medical condition requiring extra water (e.g., renal dialysis, skin conditions like eczema).
    • Three or more children under 19 living at home and receiving Child Benefit. Some companies offer extended versions like “WaterSure Plus” with broader criteria.

Benefits

  • Bill Cap: Your annual bill is limited to the regional average, potentially saving hundreds of pounds if usage is high.
  • Financial Relief: Aimed at preventing debt for vulnerable households, often combined with social tariffs or payment plans.
  • No Usage Penalties: Encourages necessary water use without fear of higher costs.

How to Apply

Apply through your water company by submitting an application form (online or postal) with proof of benefits, medical evidence (if applicable), and household details. Approval typically takes 10–12 days, with adjustments applied to your next bill. Reapply annually or notify changes in circumstances.

Regulatory Best Practices for Supporting Vulnerable Customers

Drawing from Ofwat’s guidelines, water companies are expected to adopt inclusive, proactive approaches to vulnerability support as of 2025. Key principles include:

  • Inclusive by Design: Services should be accessible from the outset, with vulnerability considerations embedded in all operations, such as simplified billing and digital tools with alternatives for non-digital users.
  • Identification and Registration: Companies must actively identify vulnerable customers through data analytics, partnerships (e.g., with health services), and PSR maintenance, aiming for high reach and regular data checks.
  • High Standards of Service: Provide consistent, empathetic support, including affordability schemes like WaterSure and PSR, with new PSR standards from April 2025 focusing on faster response times and better data sharing across sectors.
  • Collaboration and Monitoring: Work with regulators like Ofwat and CCW, plus cross-sector bodies (e.g., UK Regulators Network), to share best practices and monitor outcomes, including vulnerability strategies assessed by Ofwat.
  • Affordability Focus: Integrate bill assistance with broader efficiency measures, such as the upcoming Mandatory Water Efficiency Labelling Scheme in 2026.