Get a little extra help

If you have additional needs or a disability, you can sign up to our Priority Services register for free.

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Additional assistance, whatever your needs

If you need extra support due to age, ill health, disability, age or you even have a temporary change to your personal situation, we can help with our priority services register.

What is Priority Services?
What is Priority Services?

Priority Services is for customers who need extra support. By signing up for free, there are a range of services that we offer than can help make your life easier. Depending on your needs this can include having your meter read more regularly to having your bills in large print.

Updates on supply interruptions
Updates on supply interruptions
Occasionally, we may need to turn the water supply off to carry out essential works or in an emergency. We use a variety of means to let our customers know in advance, however, if you need extra support, the methods we use may not be best suited to your needs. By signing up to our Priority Services register, we can work together to choose the best way to keep you up to date. This could be a telephone call, a home visit, or even letting your neighbour know, so they can pass on the update. 

Check for incidents in your area

Communicating together
Communicating together

You can receive your bill and other information we send to you in a format that suits your needs. You can choose to: 

  • Have your bills and other communications with you, sent to a carer, family member or friend.
  • Receive it in different formats such as braille, large print or another language
  • Ask us to call or visit your home to read your bill to you

You can also communicate with us in a range of ways including:

  • Via a nominated contact
  • Through our live chat
  • Using Relay UK text 
  • Using Sign Live – a service for BSI users
  • Proving interpreters on our dedicated language line
Reading your water meter
Reading your water meter

If you have a water meter fitted, it is important to check this regularly to avoid receiving an unexpected high bill due to a leak. We usually take two meter readings a year to calculate your bills. If you have difficulty reading your meter yourself, we can arrange extra help for you by reading it an additional two more times in a year. We can even relocate the meter, if we are able to so, so you can read it yourself more easily. Just let us know. If you do not have a meter and would like one you can apply for one.

Apply for a water meter

Customers with home dialysis
Customers with home dialysis
We maintain a register of home dialysis users in the Bristol Water area. This means that if there are any planned disruptions to your water supply, you are notified in advance and alternative arrangements can be made.

The register is compiled from information supplied by local health authorities or patients living in the Bristol Water supply area. Please make sure you check you are on the register if you have just started home dialysis. If we need to turn off your water for any reason, we will deliver free bottled water to you and keep in touch with you about when the supply is back on.
Visiting your home
Visiting your home

If you have a need that means it may take a while for you to answer the door don’t worry, we will wait for you.  You can set up a password and we’ll use it every time we visit you. Always make sure your password is unique to you.

If one of our team needs to visit your home, remember to ask to see their identity card before you let them inside your home. For more security support please visit and look at our Customer Core Information and see our information on scams.

Customer core information

What is Priority Services?

Priority Services is for customers who need extra support. By signing up for free, there are a range of services that we offer than can help make your life easier. Depending on your needs this can include having your meter read more regularly to having your bills in large print.

Updates on supply interruptions
Occasionally, we may need to turn the water supply off to carry out essential works or in an emergency. We use a variety of means to let our customers know in advance, however, if you need extra support, the methods we use may not be best suited to your needs. By signing up to our Priority Services register, we can work together to choose the best way to keep you up to date. This could be a telephone call, a home visit, or even letting your neighbour know, so they can pass on the update. 

Check for incidents in your area

Communicating together

You can receive your bill and other information we send to you in a format that suits your needs. You can choose to: 

  • Have your bills and other communications with you, sent to a carer, family member or friend.
  • Receive it in different formats such as braille, large print or another language
  • Ask us to call or visit your home to read your bill to you

You can also communicate with us in a range of ways including:

  • Via a nominated contact
  • Through our live chat
  • Using Relay UK text 
  • Using Sign Live – a service for BSI users
  • Proving interpreters on our dedicated language line
Reading your water meter

If you have a water meter fitted, it is important to check this regularly to avoid receiving an unexpected high bill due to a leak. We usually take two meter readings a year to calculate your bills. If you have difficulty reading your meter yourself, we can arrange extra help for you by reading it an additional two more times in a year. We can even relocate the meter, if we are able to so, so you can read it yourself more easily. Just let us know. If you do not have a meter and would like one you can apply for one.

Apply for a water meter

Customers with home dialysis
We maintain a register of home dialysis users in the Bristol Water area. This means that if there are any planned disruptions to your water supply, you are notified in advance and alternative arrangements can be made.

The register is compiled from information supplied by local health authorities or patients living in the Bristol Water supply area. Please make sure you check you are on the register if you have just started home dialysis. If we need to turn off your water for any reason, we will deliver free bottled water to you and keep in touch with you about when the supply is back on.
Visiting your home

If you have a need that means it may take a while for you to answer the door don’t worry, we will wait for you.  You can set up a password and we’ll use it every time we visit you. Always make sure your password is unique to you.

If one of our team needs to visit your home, remember to ask to see their identity card before you let them inside your home. For more security support please visit and look at our Customer Core Information and see our information on scams.

Customer core information

How can we help you ?

If you have a medical condition or disability, you can sign up to access our Priority Services. It’s free, only takes a few minutes and you can pick which services you’d like to receive.

Get a helping hand to pay your water bills

If you’re struggling to pay, we have a range of plans to reduce your bills or help manage your payments.

See how we can help you to pay your bill

Is your bill higher than expected?

If your bill looks a bit high, or if you think we may have got something wrong, please let us know. The sooner you let us know, the sooner we'll be able to put it right or help identify the cause.

My bill is higher than usual