Priority services register

We understand that many of our customers experience vulnerability, whether temporary or permanent, and we are committed to providing additional support to those who need it. The Priority Services Register (PSR) is a free service offered by both your network operator and utilities supplier and ensures that you receive additional support during interruptions to your supply.

To register please click here

PSR Promise Lawful Basis

Vulnerability Strategy

Vulnerability Strategy – Minimum Expectations Spreadsheet

An important Message from ESP

You may be eligible for the PSR if you:

  • Have physical disabilities
  • Have mental health conditions
  • Have dementia
  • Have chronic or serious illness
  • Are of pensionable age over 65
  • Are deaf or have difficulty hearing
  • Need dialysis
  • Have developmental conditions
  • Are blind or partially-sighted

You can also sign up if your temporary situation means you need additional help. This includes if you:

• Are unable to answer the door

• Have restricted hand movement

• Are unable to communicate in English

• Have young children below the age of five

• Have experienced life changes such as bereavement or separation

• Are recovering following hospital treatment

• Are a young adult (below 18) who is paying the bills

 

It is important to us that we offer you the right level of support, so please let us know if your needs change at any time.

If you rely on electricity to power essential medical equipment and are unsure how a power interruption could impact you, please seek guidance from your medical provider or GP now.

Once you join the PSR, we will:

  • Provide advance notice of planned interruptions to your electricity, gas or water supply.
  • Offer proactive communications during both planned or unplanned interruptions to your supply.
  • Give advice on how you can prepare for a planned interruption and manage in case of unplanned interruptions.
  • Provide a password facility so you can check the identity of any of our people that may need to visit your home – either at your request or in an emergency.

We always follow privacy laws and ensure your personal information will never be used for marketing purposes.

Please note that it is not always possible for us to guarantee a constant supply of electricity or gas, so it is essential you have alternative arrangements in place if a constant supply is crucial for you. If you would like further advice, please contact us so we can discuss other arrangements you may be able to use if your supply is interrupted.

Additional Support

Citizens Advice – A range of support for all household consumers

StepChange – Offering free debt advice and support

National Debtline – Independent debt charity offering free debt support and guidance

Mind – Leading mental health charity supporting with a range of mental health problems

Age UK – Offering social and professional support for older adults

Cruse Bereavement Support – Leading charity offering support with grief and bereavement

Struggling to pay your water bill?

We provide the WaterSure tariff to customers who may be struggling to pay their bill without support. This tariff can help by putting a cap on your metered water charges.

To qualify for the WaterSure tariff, you must meet the following:

  • Have a water meter
  • Receive a qualifying benefit below:
    • Child Tax Credit (but not if you receive only the family element)
    • Working Families Tax Credit
    • Income-Related Employment and Support Allowance
    • Housing Benefit
    • Income-Based Jobseeker’s Allowance
    • Income Support
    • Pension Credit
    • Universal Credit
  • Have either a medical condition that requires a significant additional water use OR have three or more children under 19 living in the household where someone in the household is claiming child benefit for them.

If you qualify, simply complete the form below to ensure we have the right information to help us support you. For more information, please refer to our Debt Code of Practice.

If you are not eligible for WaterSure, you may be entitled to apply for a social tariff. Each water region in the UK has its own Social tariffs, and ESP will match the tariff for each region. For more information on the social tariffs in your area, please visit the Social Tariffs section of our website.

To apply for support through the WaterSure tariff, please complete the form below.

    1. About You

    2. Benefits & Medical Condition

    Please tick which qualifying benefit you are in receipt of:

    Qualifying Medical Conditions

    Please provide proof of all ticked conditions, if you do not have a prescription please provide either a letter from your GP which states why you would require the use of more water.

    3. Your Children

    Do you have three (3) or more children under the age of 19 living at the property?

    Please provide the date of birth of your youngest three (3) children:

    4. Final Things

    Customer Declaration:

    The information I have provided is correct to the best of my knowledge and I understand that if I provide any information which is false, you may refuse to consider my application.

    I give my permission to the authority that provides my benefit or tax credit to give you any further information to support my application.

    I understand that ESP Water may occasionally contact me by telephone, email, text or in person to make sure I am given the best support for my needs.

    I understand that if my situation changes I can tell ESP Water and they will change my details or remove me.

    Signature

    Be Winter ready

    ESP is committed to maintaining our networks to ensure that interruptions to your supply are limited, however, issues can still occur and we cannot guarantee that the energy supply to your property will not be interrupted on occasion.

    Here are a few simple steps you can take to help you prepare for an interruption to your electricity, heat or gas supply during winter.

    • Make sure you have a battery torch stored somewhere that is easy to access.
    • Have extra blankets ready to help you keep warm
    • Make a list of people you can call for support.
    • Pre-arrange an alternative location you can go to in the event of a prolonged interruption to your gas or electricity supply.
    • Keep your communication devices fully charged or have a back-up (powerbank).
    • Stay up to date with the weather and check weather forecasts regularly.
    • If you rely on medical equipment, ensure you have a backup battery available. If in doubt, speak to your medical provider or GP.
    • Keep doors, windows, blinds and curtains closed to help retain heat

    Please note that registration to our PSR does not prevent power interruptions from occurring at your property, however, additional support will be provided during these times to ensure your safety and comfort.

    Please see here for more information about how you can prepare.