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.


We are constantly reviewing and evolving what we do for our vulnerable customers. Our Vulnerability Strategy details what we are doing now and in the future to continue to help and support anyone in a vulnerable scenario. Our vulnerability Strategy can be found here.

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.

Close up of someone tracing their hands over a document written in braille.

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.

Sign up for alternative bill formats

A woman sitting at a desk with an open laptop and notebook in front of her, she is looking down and writing notes.

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.

A man at a kitchen table in the foreground, sitting in front of a laptop, with documents in one hand and a calculator in the other. In the background, a woman leans against the kitchen counter looking at her phone.

If you have low income or struggling financially

If you are finding it hard to manage your finances, you can talk to us, or visit our help page for more information on how we can help you.

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.

Help with paying

A woman holding a baby close to her face, with their noses touching. The woman is smiling.

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.

An elderly woman wearing a face mask standing inside a house looking out through open patio doors to the garden.

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.

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

Third Party Form

An elderly man with his back to the camera opens his front door to another man, who is wearing a lanyard.

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.

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

A doctor sits next to an elderly woman on a sofa and holds her hand. There is a wheelchair to the right of the sofa.

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.