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Help When You Need It Most (United Utilities)

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United Utilities Water Limited
Haweswater House, Lingley Mere Business Park
Lingley Green Avenue, Warrington WA5 3LP
Registered in England and Wales. Registered number 2366678.
Your Priority Services registration
form is enclosed
06/20/SD/8485-7021a
I •A united
\,::'/ Utilities
Water for the North West
Help when you
need it most
A guide to our free Priority Services scheme
Introduction
Help when you need it most
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 Priority Services scheme is free and
registering allows us to help our customers who
would benefit the most from extra support and
respond quickly to their particular needs. Every
two years we will contact you in case we need
to update your details, just to make sure you are
receiving the right support.
This leaflet explains the support that is available
if you register for Priority Services. If you do not
feel you need these services, please consider
whether a family member, friend or neighbour
would benefit from Priority Services and pass
this information to them. 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.
It’s easy to register:
• Visit unitedutilities.com/priorityservices
and fill in the online form
• Fill in the enclosed application form and post
it back to us
• Call us on 0345 672 2888
If you wish to register a friend or family member
on their behalf, please call us. Once registered,
you’ll then be able to update your details online
at any time if any of your needs change.
2
Section 1
Priority Services... communicating with you
Dedicated team on hand to help
When you register for Priority Services, you get access to a dedicated team specially trained to help
with your questions.
You can also tell us how you would like us to contact you and we will use that method for all future
communications. Remember, we treat everything you tell us in the strictest confidence.
Nominee scheme
If you have difficulty communicating or find it hard to understand your bill and other information
you receive from us, you can nominate a carer, family member or friend to speak to us on your
behalf. This person could also call us to register you for Priority Services if you cannot fill in the
enclosed form or talk to us yourself.
We can also send your bill to the person you nominate if it helps, but please remember that you will
still be responsible for paying the bill.
3
Text Relay service
If you have hearing or speech difficulties and use a textphone, you can access our Text Relay service
by dialling 18001 followed by the number you need. This service applies to all the numbers shown in
this booklet. Your call will be connected to a Text Relay service, through which one of our customer
service agents will be able to help with your enquiry.
Bills in braille, large print, on coloured paper and ‘talking’ bills
If you have sight difficulties, we can produce your bill in Braille, large print or on coloured paper.
We can also phone you to talk you through your bill to make sure you understand what you are
paying for.
Password scheme
When you register for Priority Services you can choose a password. Then, if we ever need to visit
you at home, we will give you the password so you know the caller is genuine. This will help to
protect you from bogus callers (people who pretend to be from United Utilities to gain access
to your home). All of our engineers carry identification cards, so if you are unsure, call us on
0345 672 3723 to check. We won’t mind.
‘Knock and wait’ service
If you tell us you have mobility needs, when we call at your home we will wait outside for a longer
period of time after knocking.
4
Translation services
If you would prefer to talk to us in a language other than English, we can arrange an interpreter, free
of charge, to communicate with you using our translation service when you call us. Our website
can also be changed in a way that could suit your needs and help you online by clicking on the
‘Accessibility help’ button located on the bottom right of the screen.
Leaflets available on our website
Our website contains all our information leaflets so you can download them without having to
contact us.
Webchat
You can communicate with us on our website using our online webchat service.
5
Section 2
Priority Services… and your water supply
Notice of interruptions to your water supply
Occasionally, we may need to turn off your water supply, either because a pipe has burst or because
we’re doing some important maintenance work.
If we have to turn off your water to carry out planned maintenance work, we will always tell you
beforehand when this is happening.
There will be times when it’s not possible to tell you before we need to turn your water off, for
example if there is a burst water main. If this happens we will contact you, to make sure you are
kept informed about what is happening.
Alternative water supplies
If your water supply is likely to be off for more than 12 hours, we will try to make water available in
your area using other means. We will contact you in an emergency to understand how we can help.
6
Support if you have a medical need for water
We provide extra help if you have a medical need for water, for example, if you need dialysis
at home. We will contact you as soon as possible if we need to turn off your water supply in an
emergency such as a burst water main, and try to time any planned work, so they don’t happen on
the day of your dialysis.
Your hospital should have already registered your details with us if you have dialysis at home, but
you can also tell us this when you register for Priority Services.
If there is a burst water main which means we need to turn your water supply off, our dedicated
team will contact you as soon as we can.
Flooding
If you are a Priority Services customer and suffer flooding from the sewers, you can contact our
dedicated team and we will arrange to visit your home to help with cleaning up the mess. If you
have to move out of your home while we clean up, we’ll suspend your bills during the time you’re
away from your home.
Help with your water meter
If you have a water meter in your home but find it difficult to get to it or read it due to a disability,
we may be able to help by moving the meter to a more accessible place, as long as your plumbing
arrangements allow this. If you are blind or partially sighted, we can also arrange for your meter to
be read every three months to help you keep track of how much water you are using.
7
Section 3
Priority Services… when you’re struggling
to pay your water bill
We all have times when it can be difficult to make ends meet. Losing a job, divorce, a death in the
family, or illness can all have a major effect on household income and cause a strain on your finances.
If you’re struggling to pay your water bill, our message is simple – don’t suffer in silence. We’re easy to
talk to, and the last thing we want is for you to worry about it.
As a Priority Services customer, you have access to a dedicated team who can offer advice and
support to make sure that your bills are not keeping you awake at night. We have a range of support
schemes to help you depending on your circumstances.
• Payment Matching: if you’ve built up a lot of debt, for every £1 you pay we’ll match it with £1 too,
with our contribution increasing to £2 if you continue to make payments until your debt is cleared.
• Water Direct: if you are in debt and receive income-based Jobseeker’s Allowance, Income
Support, Universal Credit, Pension Credit or income-related Employment and Support Allowance,
you can ask the Department for Work and Pensions to pay your water bill direct to us out
of your benefit.
8
• Restart grant: if you’re in real financial difficulty, you may qualify for a grant from the United
Utilities Trust Fund to pay off your water debt.
• Help to Pay: if you receive Pension Credit, and all other adults in your household receive Pension
Credit or state pension, you can apply to have your bills capped at an affordable amount.
• WaterSure: if you have a water meter and you use a lot of water for essential purposes, you may
benefit from this scheme. The scheme is available to customers who receive certain benefits and
either have a large family or a member of the household has a medical condition which means
they use a lot of water.
• Back on track: if you’re finding it difficult to pay your water bill and receiving benefits we can
help; we also have additional help for those on a low income who have been financially affected
by COVID-19.
• Payment break: if you’re struggling with your bill due to losing your job or having to pay out for
an unexpected household emergency, we can delay your payments for an agreed period of time.
• Universal credit: if you’re applying for Universal Credit we can delay your water bill payments
for up to eight weeks until your first UC payment arrives.
You may be better off with a water meter
A water meter can be a great way to reduce your bill. If you live on your own, or as a couple, it is
well worth checking if you could make savings by having a meter fitted.
Visit unitedutilities.com/meters or call our team on 0345 672 2888 to find out more.
9
Section 4
Register for Priority Services today
It’s easy to register for Priority Services, you can:
• visit unitedutilities.com/priorityservices and fill in the online form; or
• fill in the enclosed application form and post it back to us for free;
• phone our team on 0345 672 2888 between 8am - 8pm Monday to Friday
and 8am-4pm Saturday.
Do you know someone who needs a little extra help? If a neighbour, friend or family member would
benefit from Priority Services, please ask them to give us call on 0345 672 2888.
10
Help when you
need it most
Your Priority Services registration
form is enclosed
A guide to our free Priority Services scheme
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Water for the North West
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7
Clarity approved
by
Plain English Campaign
United Utilities Water Limited
Haweswater House,
Lingley Mere Business Park
Lingley Green Avenue,
Warrington WA5 3LP
Registered in England and Wales. Registered number 2366678.
12/20/SD/8814-7021a
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Water for the North West
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Priority Services
Register or update your details
Priority Services are free for customers who need extra support.
You can sign up for our Priority Services by calling us on 0345 072 6093, visiting our website at:
unitedutilities.com/priorityservices, or filling in the form below and posting it using the envelope
enclosed (you don’t need a stamp).
If you’d prefer, you can ask a friend or relative to speak to us on your behalf.
If you wish to register a friend or family member on their behalf, please call us on 0345 072 6093.
About you
Title
Mr
Mrs Miss Ms Other (please state)
First name
Surname
Address
(and postcode)
Daytime phone number
Evening phone number
Mobile phone number
Email
Your 10 digit United Utilities account
number (this is shown on the top right hand
corner of your bill)
To make sure that we register you for the correct services, please tick all of the boxes that apply
to you. If your needs change in the future please let us know as we may be able to alter our
services to help you.
Dialysis, feeding pump and automated
medication
A chronic or serious illness
A medical condition dependant on water
Unable to answer door or have restricted
movement
Dementia
Blind
Partially sighted
Hearing loss (including deafness and speech
difficulties due to deafness)
Hearing impaired
Speech difficulties
Developmental condition (e.g. learning
difficulties)
Mental health
Unable to communicate in English
Pensionable age
Extreme financial difficulties
Temporary reason:
Post hospital recovery
Families with babies, 12 months and under
Life changes (e.g. loss of job or bereavement)
Young adult householder (aged 16 to 18)
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If you have any other specic needs where you may need extra support, please give details below.
If you have problems with your sight, or have a developmental condition, we can help by
sending your bills in a format that’s easier for you.
I would like my bills in Braille I would like my bills in large print
I would like you to call me before sending out my bill (talking bill)
Would you like a friend or relative to speak to us on your behalf and receive your bills?
If so, please give their details below. Please make sure you check with them before you give their
details to us.
Title
Mr Mrs Miss Ms Other (please state)
First name
Surname
Address
(and postcode)
Daytime phone number
Evening phone number
Mobile phone number
Email
Password scheme
If one of our employees has to visit your home, would you like us to use a password? Yes
No
If yes, what password (up to 12 letters) would you like us to use?
Please use CAPITAL LETTERS and write your password in the box below.
Would you like extra help with your electricity services too?
By registering for Priority Services, we can also register you for a similar free scheme with Electricity
North West (they maintain the electricity network for the majority of the North West). If you’re
eligible, we can automatically add you to their list of customers that need extra support. If you would
like us to share your details with Electricity North West for this purpose, please tick this box
.
You consent to United Utilities using your health data for the purpose of operating the Priority
Services Register. This will include providing you with help in managing your water account
and support should you experience a loss of water supply. Please refer to our Privacy policy at
unitedutilities.com/privacy for full details. Please tick this box
.
Please add me to your Priority Services Register.
Form completed by
(Full Name)
Your signature
Date (DD/MM/YYYY)
If you wish to register a friend or family member, you will need to call us on 0345 072 6093.
11/20/SD/8814-7021b-3
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Completed 7 June 2021

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