We can all benefit from a bit of extra support at some stage in our lives. This could be due to age, ill health, disability, mental health problems, financial worries or language barriers.

Our FREE Priority Services scheme provides extra services for free to support people in times of need.

Our scheme is designed to support people who:

• are blind or partially sighted
• have a chronic (long-term) or serious illness
• have a condition that affects their development
• have dementia
• rely on dialysis, feeding pumps or automated medication
• are having financial difficulties
• are deaf or hard of hearing, or have speech difficulties
• have a mental health condition
• are experiencing temporary life changes (including people who are going through a divorce or are grieving after the death of a loved one)
• are recovering after leaving hospital
• have restricted movement or mobility issues that make it difficult for them to answer the door
• may struggle to communicate because their first language isn’t English

We also support families with children who are aged five or under

Our Priority services scheme offers the following benefits:

• We have a dedicated team of trained staff on hand to help you.
• You can use our nominee scheme, which allows you to choose a carer, family member or friend to speak to us on your behalf
• We can send your bills in Braille or large print, or on coloured paper. We can also talk you through your bill to help you understand what you are paying for
• Our password scheme helps to protect you from bogus callers (people who pretend to be from United Utilities to gain access to your home)
• You can use the Recite Me accessibility service on our website. Recite Me allows you to view the web pages in your chosen language, specialised colours or fonts, and includes speech translation
• We will deliver bottled water to you within six hours of your water being turned off if you are one of our most vulnerable customers
• We can help with reading your water meter. We can also move it to a place that is easier for you to read if this is necessary
• Our ‘knock and wait’ service means we give you extra time to answer the door when we visit
• We offer translation services so we can communicate with you in other languages.
• We will give you notice if we need to turn your water supply off for planned maintenance work
• We will provide an alternative water supply if your water will be off for a long time

 Our Priority Services are available to our customers who live in the North West area. You do not have to be the named bill payer to benefit from Priority Services.

To find out more about our Priority Services scheme or register your details visit our website Priority Services | United Utilities