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Thames Water has added more than 4,000 people to its priority services register since forming a partnership with disability charity Sense, which supports people living with complex disabilities.
The national charity began working with the water company in January and together they have helped 2,000 blind or partially sighted people and 2,370 people with hearing or speech disabilities to join.
The PSR offers tailored support to people who may require additional services such as large print bills, extra support if water supplies are interrupted, 24-hour helpline and a doorstep password scheme to safeguard against bogus callers. The PSR service also offers communications in braille, audio and sign videos online with access to British Sign Language interpreting.
During 2021/22 Thames grew the number of individuals register to its PSR to around 290,000 from more than 198,000 the previous year. It exceeded its PR19 target for the year of reaching new people to join the register, as well for attempted and actual contacts with customers to offer additional support through the PSR. The company aims to have 410,000 by 2025 added to the register.
According to Sense there are almost 180,000 people living in London with complex disabilities.
Peter Cotton, senior lead for vulnerability, inclusive service and affordability, said: “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.”
The company announced a partnership with UK Power Networks last year to combine their PSRs and data sharing with fire services in London to reach more vulnerable customers.
Identifying and supporting vulnerable customers is one of the key themes at the Utility Week Forum on 8-9 November in London. Find out more here.
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