Free water support available if you need extra help
Thames Water runs a Priority Services Register for Richmond households who might need additional assistance during supply interruptions or billing queries. If you or someone in your home has health conditions, mobility difficulties, or relies on water for medical equipment, you can register for tailored support at no cost.
Who qualifies for priority services
The register is open to any household with specific needs.
Thames Water’s Priority Services cover residents who are of pensionable age, have a disability or long-term health condition, have young children under five, depend on water for medical equipment such as dialysis machines, or have communication needs including visual or hearing impairments. You can also register on behalf of someone else if they would benefit from the support but cannot arrange it themselves. The service includes advance notice of planned work when possible, priority assistance during supply interruptions, and additional help with meter reading or understanding bills. Registration is straightforward and free, and Thames Water will keep your details confidential.
Knowing you are on the register means one less thing to worry about when supply issues arise.
Frequently asked questions
How do I register for Thames Water Priority Services?
- You can register online through the Thames Water website, by calling their customer service line, or by asking a family member or carer to register on your behalf. The process takes a few minutes and your details will be added to their system immediately.
Does registering cost anything?
- No, the Priority Services Register is completely free. There are no charges for joining or for any of the additional support services Thames Water provides to registered households.
What kind of extra help will I receive?
- You will receive advance notice of planned works when possible, priority assistance during unplanned supply interruptions, help with meter readings if you have mobility issues, alternative water supplies during outages if you have medical needs, and support with understanding your bills if required.
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