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PSR customer contact priority

Priority

Criteria

Communication

1

  • Water dependent
  • Dialysis, feeding pump or automated medication  
  • Heart and lung ventilator  

  • Phone call from our Customer Care team to check if you need bottled water delivered. 
  • Text message if you do not answer. 
  • Be aware that you may have a plan in place to be evacuated in the event of an emergency. 
  • Assistance through partners such as the NHS and local resilience forums. 

2

  • Medically dependent Showering/bathing 
  • Chronic/serious illness  
  • Oxygen concentrator  
  • Nebuliser and apnoea monitor  
  • Stair lift, hoist or electric bed  
  • Oxygen use  
  • Physical impairment 
  • Unable to answer the door  
  • Restricted hand movement  
  • Blind  
  • Dementia or cognitive impairment 
  • Post hospital recovery (temporary) 

  • Text message to let you know about the incident and ask if you need bottled water delivered.  
  • Be aware that you may have a plan in place to be evacuated in the event of an emergency. 
Priority Criteria Communication
1.
  • Water dependent
  • Dialysis, feeding pump or automated medication  
  • Heart and lung ventilator  
  • Phone call from our Customer Care team to check if you need bottled water delivered. 
  • Text message if you do not answer. 
  • Be aware that you may have a plan in place to be evacuated in the event of an emergency. 
  • Assistance through partners such as the NHS and local resilience forums. 
2. 
  • Medically dependent Showering/bathing 
  • Chronic/serious illness  
  • Oxygen concentrator  
  • Nebuliser and apnoea monitor  
  • Stair lift, hoist or electric bed  
  • Oxygen use  
  • Physical impairment 
  • Unable to answer the door  
  • Restricted hand movement  
  • Blind  
  • Dementia or cognitive impairment 
  • Post hospital recovery (temporary) 
  • Text message to let you know about the incident and ask if you need bottled water delivered.  
  • Be aware that you may have a plan in place to be evacuated in the event of an emergency. 
3.
  • Poor sense of smell and/or taste (this will be treated as a ‘Priority one’ if your water quality is affected)  
  • Careline/telecare system 
  • Partially sighted 
  • Text message to let you know about the incident and encourage you contact us if you require assistance. 
4. 
  • Hearing impairment, including deafness 
  • Pensionable age 
  • Families with children aged five or younger 
  • Developmental condition 
  • Mental health 
  • Speech impairment 
  • Unable to communicate in English 
  • Additional presence preferred 
  • Life changes (temporary) 
  • Householder under the age of 18 (temporary) 
  • Text message to let you know about the incident and encourage you contact us if you require assistance. 

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Price list container heading notes

Our charges

Metered charges 2024

Charges based on the water you use.

Water supply

Charge

Standing charge

£28

per year

Volumetric charge

£2.5802

per cubic metre

Wastewater

Charge

Standing charge - full

£65

per year

Standing charge - reduced

Where no part of the property is connected for rainwater drainage

£39

per year

Volumetric charge

per cubic metre

£2.1392

per cubic metre

WaterSure

Charge

Water supply

£250

per year

Waste water

£242

per year

Unmetered customers

Charges based on your property's rateable value

Water supply

Charge

Standing charge

£8

per year

Poundage charge

£2.4906

per £ of rateable value of the property

Garden sprinklers and similar devices

We require sprinkler users to be metered where possible

£138

per year

Wastewater

Charge

Standing charge

£8

per year

Poundage charge - full

£2.0803

per £ of rateable value of the property

Poundage charge - reduced

Where no part of the property is connected for rainwater drainage

£1.9225

per £ of rateable value of the property

Thames Water area - full

£2.1109

per £ of rateable value of the property

Thames Water area - reduced

Where no part of the property is connected for rainwater drainage

£1.9531

per £ of rateable value of the property