New partnership to help customers in need

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Age UK partnership

Thames Water has joined forces with Age UK Berkshire and Scottish and Southern Electricity Networks to spread the word about the Priority Services Register, which helps customers who need it most should the taps stop running or the lights go out.

The new partnership means people can sign up to the registers of both utility companies in a single place, providing peace of mind to customers as they know they will be looked after at a potentially worrying time.

As winter approaches it is important for customers to register to ensure they are supported should bad weather affect their water or power supply.

A spokesperson for Age UK Berkshire: “We are delighted to be working with SSEN and Thames Water to spread the word about this valuable service.  Winter can be a worrying time for older people and this service ensures that they are supported as quickly as possible.”

Benefits of being on the register include having bottled water delivered to the customer’s home, communications with each company tailored to suit individual needs and a 24-hour phone service. Each customer can also have a personalised password and nominate someone else to contact to provide even more assurance.

Thames Water’s Pete Cotton said: “There are times when our aging pipes burst and customers lose supply for a short period of time.

“Being signed up to the register means people in vulnerable circumstances will not need to worry and this new partnership makes it much easier to join.”

As part of its £11.7 billion business plan for the next five years Thames Water plans to increase this register seven-fold to more than 400,000 people by 2025, as well as offer discounts of up to 75 per cent for those who find it hard to pay their bills.

The Priority Services Register can help a wide range of customers, including those who:

  • Are dependent on electricity for home medical care, for example a kidney dialysis machine or ventilator
  • Have a chronic illness or short term medical condition; for example you are recovering from a major operation
  • Have restricted mobility or disability
  • Have special communication needs; for example because you are blind, partially sighted, deaf or hard of hearing
  • Are over 60 years old
  • Have mental health conditions; for example dementia

To sign up to both registers go to or find out more about Thames Water here