Everyone needs water for life. It allows us to eat and drink, wash and clean – and so much more. Our customers rely on our services every day. Yet sometimes, they need a little extra help to meet their individual needs or pay their bills. 

That’s why we offer practical and financial support – so we can do the right thing by providing the help our customers need, whatever their personal characteristics or circumstances.

Andover Advertiser:

A challenging season

The COVID-19 pandemic has affected customers across our region and winter brings fresh challenges too. After the recent storms and cold snap, you may be concerned about how you’d cope in a winter emergency. Meanwhile, your finances may have been affected by the pandemic or the impact of the festive period. If so, our priority is to ensure you get the help and support you need during this difficult time – and we’ve made our support easier to access than ever before.

What support is available?

Supporting your wellbeing

If you’re shielding or have a health condition or other challenge, our Priority Services Register is here to help. This confidential list tells us how we can best support you – from braille bills to delivering bottled water to your home – and who to prioritise in an emergency. Over 34,000 people are registered, meaning they can rest assured that their needs will be taken care of – no matter what.

We’re now accepting applications on behalf of a friend or loved one. So, if you or someone you know would benefit from extra help – especially in winter – apply for our Priority Services Register.

Financial assistance

If you’re worried about your bills, we can offer you a range of financial support – from discount tariffs to payment schemes. Today, we help over 118,000 customers with their bills. To make sure those who need support can get it, we’ve made it easier to access by extending the eligibility criteria for discounted bills by £5,000 until the end of March 2021.

Extending our support further

In addition to directly supporting our customers, we’ve partnered with other organisations to volunteer and fundraise for other affected groups:

Andover Advertiser:

  • Fast funds for hard-hit communities – We’re working with seven other utility networks on a regional initiative to provide fast funds to support those who are suffering during the pandemic. Together, we’re giving a £500,000 boost to local Community Foundations.
  • Grants and fundraising – We’ve launched a community grants scheme to support the work of local charities and we continue to work with our charity partners. We received a touching message of thanks from Lucy at Alzheimer’s Society: “Thank you Southern Water for all your commitment and raising a fantastic £65,000.”

Read Lucy’s story

  • Volunteering – Our employees have given their time to call people who are isolated or vulnerable. As Thelo at Lifelines Brighton explains: “A call a week can make a massive difference and help to keep people connected to their community throughout what has been a really tough time (especially for the most at risk groups).”

Read Thelo’s story

Remember, we’re here if you need us

We know it will be some time before life returns to normal for many of our customers, so we’ll continue to make sure those impacted by COVID-19 receive the tailored support they need.

If you’d like to know more about our support tariffs and schemes – or want to apply for you or someone you know to be added to our Priority Services Register – call us for free on 0800 027 0363.