Water firm partners with disability charity

By Barrie Hudson - 10 January 2022

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  • Eva, left, and mum Daisy, who appear in a video promoting the service

    Eva, left, and mum Daisy, who appear in a video promoting the service

Thames Water and national charity Sense have joined forces to help people with complex disabilities.

They have launched a partnership to encourage customers with such disabilities and their families to join Thames Water's priority services register.

Sense and Thames Water, whose customers include thousands of Swindon households have worked with a teenager called Eva and her mum, Daisy, to produce a video which can be seen at https://www.youtube.com/watch?v=WhJSH6Gmd7Q

The campaign highlights how the priority services register can help customers who need tailored communications such as large print bills or extra support during a supply interruption.

Daisy said: “Water is one of the most important things that we rely on and is important to us as a family. Belonging to the Priority Service with Thames Water gives us a great peace of mind that if we had any difficulties with our water supply, they’re prioritising us. 

"Because of our individual needs we feel like we’re recognised, valued and cared for.

“It was easy to sign up to the service and a straightforward, friendly chat with the person at the end of the phone. We would recommend other families who have anybody disabled in their family to sign up. 

"It will help make your life easier and when you have a water emergency - it’s one less thing to worry about.”

During a supply interruption PSR customers are contacted by Thames Water’s care team for bottled water deliveries directly to their homes if they are unable to get to a collection hub. The system also gives them advanced warning of planned work which may risk an interruption to their water supply, helping customer to prepare or make alternative arrangements for themselves or their families. 

The service also provides tailored communication services such as bills in large print, audio, or braille.

Thames Water Retail Director Warren Buckley said: “Working with Sense means we can raise awareness of the priority services register and its benefits to families and individuals that might need more help in the way we communicate with them or if there is an issue with their water supply. 

"I’m incredibly proud of this partnership, which will help more customers and families of customers who have complex needs.”

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.” 

Thames Water believes there are up to 3000 customers living with complex disabilities in its region, who could benefit from the PSR’s extra support.

Further information about the service can be found at www.thameswater.co.uk/help/extra-care or by calling 0800 009 3652.

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