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.

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

 

To register please click here

If you would like know more about our PSR commitment and the support we offer our vulnerable customers, you can refer to the resources listed below.

PSR Promise Lawful Basis

Vulnerability Strategy

Vulnerability Strategy – Minimum Expectations Spreadsheet

An important Message from ESP

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?

ESP understands that some customers may find it difficult to pay their water bill, and we’re here to help. We offer a range of support options depending on your circumstances.

Our Social Tariff schemes can reduce your bill if you’re struggling to pay. If you’re not eligible, you may still be able to benefit from our WaterSure scheme, which can cap your charges. In some cases, customers may also be able to pay through Water Direct.

If you’d like to talk through your options, please call us on 0333 000 0059 or our freephone number 0808 129 5790 or email us at billing@espwater.co.uk. You can also visit our ‘Help to Pay Your Water Bill’ page for more information and to access application forms.

FINANCIAL SUPPORT & GUIDANCE

Turn2Us offers financial support to individuals and families who need it. They have tools such as their Benefits Calculator and support with locating charitable grants suitable for your circumstances. If you feel this could be beneficial to you, you can visit their website using the link below.
Tackling Financial Insecurity Together | Turn2us

CCW help with bills – Approved support and advice with paying your water bills
Help with bills – CCW

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.