We understand that we have customers with vulnerabilities, so we have developed a range of free services to help make it easier for them.


  • Talking bills
  • Dialysis register
  • Braille and large print bills and documents
  • Minicom
  • Translated bills
  • Nominate a third party to discuss your account

Authorised third party

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.

To nominate someone else to discuss and manage your account, please fill out our Third Party Form.


Priority services register

Sign up to our Priority Services Register in the following ways:

  • Call us on 02920 028711
  • Log in to your online account and register by updating your details
  • If you are a new customer, fill out the property occupation form and register your circumstances

To find out more about our Priority Services Register, download our flyer.


Doorstep password scheme

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’.

All of our employees and those who work on our behalf carry an ID card with their picture on it. Ask to see the ID card before you let them into your home. If you’re unsure whether they are genuine, phone us on 02920 028711.

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. To sign up to the Doorstep Password Scheme, either log into your online account, or contact us.