Thames Water and national disability charity Sense are encouraging those customers and families of people with complex disabilities to join Thames Water’s priority services register.
Since January 2022 Sense has signposted its London and Thames Valley based community to Thames Water’s priority services and shared information about the register via its communications platforms such as its social media and website and through its charity shops.
From December 2021 to June 2022, 2,000 people who are Blind or partially sighted and 2,370 people who have hearing or speech disabilities have joined the priority services register (PSR).
The two organisations have recently worked with Charlotte, who is supported by Sense, on a video to raise awareness of the register. The campaign highlights how the PSR can help customers who need tailored communications such as large print bills or extra support during a supply interruption. Thames Water also provides a 24-hour helpline for customers on the PSR and all customers can sign up to the company’s doorstep password scheme to help protect them from bogus callers.
Research by Sense estimates there are up to 179,938 people living in London with complex disabilities.
Charlotte said: “Water is something we can take for granted and if water wasn’t coming out of the tap, I’d be unsure about what to do next. It puts me at ease knowing that Thames Water are out there doing something for people like me and other people that have an eyesight problem or other disabilities. I would definitely recommend the priority register service to anyone that could use it.”
Peter Cotton, Senior Lead for Vulnerability, Inclusive Service and Affordability at Thames Water said: “Our priority services register is available for families and individuals that might need more help in the way we communicate with them or need more support if there is an issue with their water supply. Working together with Sense we’ve been raising awareness of the priority services register and its benefits to customers and families of customers who have complex needs. It’s important these customers know we’re there to lend a helping hand and this incredible partnership with Sense means we’re able to help more customers access our support services.”
Richard Kramer, Chief Executive of Sense, said: “Sense is proud to be working with Thames Water to help more people with complex disabilities get the support they need in case of a water supply disruption. It’s vital that no one is left out of life and that barriers to communication are removed – it’s great to be working on this together with Thames Water.”
