Priority Services Register
We understand that we have customers with vulnerabilities, so we have developed a range of free services to help make it easier for them.
We can help a wide range of people, from those who are of State Pension age, disabled or have a long-term illness, or perhaps a sight or hearing loss, or have a child under 5 years old in the house.
We offer a range of services and support, from sending out bills in an alternative format, speaking with someone else about your account on your behalf and helping you find a way to pay for your bills.
We will find the right support for you, no matter your age, health or life circumstances.
For more information, download our Priority Services Register flyer.
Who we can help
We can support lots of people, in lots of different ways. If you have any questions, or you’d like to talk to us about joining our Priority Services Register, you can contact us, or login to your account to add services to your account.
If you’re deaf, hard of hearing or have a sight or speech impairment
We can send you your bills in Braille, large print or audio formats. We can also call you to talk your bill out loud to you, or we can send bills to someone you trust if this is easier for you.
If English isn't your first language
If English isn’t your first language we can help by providing translated bills or documents.
We also have Recite Me on our website; an online tool which allows you to change our website to meet your needs. You can translate text into different languages, as well as play the text out loud.
For more information on Recite Me, please visit our accessibility page.
If you have low income or struggling financially
We will do all we can to help you, this may include looking at a payment plan, allowing you a bit of breathing space, or seeing if you are eligible for one of our discounted rates, for example WaterSure.
If you're an expectant mother or have a child under 5 years old
We’ll contact you as a priority if your water supply is going to be interrupted, to give you time to prepare.
If you need help managing your account
You can ask someone you trust to talk to us about your account on your behalf.
A nominated third party will be able to help manage your account on your behalf, which includes dealing with account and billing queries, being contacted if bills are not paid, receiving bills and paying them for you.
If you want extra reassurance when we visit your property
Unfortunately, there are criminals who may pretend to work for utility companies to gain entry to your home. We refer to them as ‘Bogus Callers’.
For added protection and peace of mind, we operate a doorstep password scheme which is free and open to all our customers. Once you have set up a password, any employee from IWNL will need to quote this before entering your home.
If you have restricted mobility or a disability or you need to use vital medical equipment
If you receive home dialysis or are reliant on other mechanical medical devices at home, or if you have a disability, we will let you know as far in advance as possible if there’s going to be a supply interruption in your area.
We will offer you priority fault repair and provide an alternative supply of water if the supply is interrupted for more than 12 hours.