Priority Services Register
Our Priority Services Register (PSR) helps us understand your needs so we can provide additional support when you need it.
You may benefit from joining the PSR if you have a disability, medical condition, communication need, young children, or if your circumstances mean you need extra support.
You can register for yourself, or on behalf of someone you care for.
The PSR is free and confidential.
What is the Priority Services Register?
The Priority Services Register allows you to tell us about your circumstances and how we can best support you.
If there is an interruption to your water supply or wastewater services, we can use this information to understand your needs and take them into account when providing support and keeping you informed.
Your circumstances don't have to be permanent. You can join the PSR if you need additional support for a short period of time and update your details at any time if your circumstances change.
Who can join?
You could benefit from the Priority Services Register if you:
- Have a disability or long-term health condition
- Are deaf, hard of hearing, blind or partially sighted
- Have dementia or another condition that affects how you communicate or understand information
- Need water for medical treatment, medication or essential hygiene
- Have a mental health condition or cognitive impairment
- Have a temporary illness, injury or are recovering from hospital treatment
- Have a communication or language requirement
- Need additional support at home
- Have a baby or young children under 5
- Provide care for someone who needs additional support
This isn't a complete list. If you think you or someone you know would benefit from additional support, please register or contact us to discuss your needs.
How We Can Support You
Being on the Priority Services Register helps us understand your needs and provide support that’s right for you. Depending on your circumstances and what is happening at the time, this could include:
Additional support during an interruption
If your water supply is interrupted, we can use the information you've provided to understand what support you may need.
This could include alternative water supplies, such as bottled water, where appropriate.
Knock and Wait
If you need additional time to answer the door, you can ask us to knock and wait when one of our team visits your home.
This can be particularly helpful if you have mobility difficulties, use a walking aid, or need more time to get to the door.
Password Scheme
If you have concerns about who is visiting your home, you can arrange a password scheme with us.
When we need to visit you, our employee will provide the agreed password so you can check that they're from Scottish Water before allowing them into your home.
Keeping you informed
We’ll keep you informed by providing information about interruptions and what we're doing to restore your supply.
Accessible Information
We want our information to be accessible to everyone.
You can use the Recite Me Accessibility Toolbar on our website to customise how you view and interact with our online information.
The tool bar can help you:
- Read website content aloud
- Change the text size, font and colours
- Change the background colour
- Translate our content into more than 100 languages
- Use reading aids such as a magnifier, reading ruler and screen mask
- Download website text as an audio file.
To use Recite Me, select ‘Accessibility Toolbar’ at the top of any Scottish Water webpage. There's nothing to download or install.
We can also provide information in alternative formats where appropriate.
If you have a hearing or speech difficulty, you can contact us using Next Generation Text Relay (NGT): 18001 0800 0778 778.
Keep your details up to date
Please let us know if your circumstances or support needs change so we can provide the right support when you need it.
We also periodically review the information held on our Priority Services Register to make sure it is accurate and up to date.
You can update your details at any time by calling our Customer Helpline 0800 0778 778.
Could you or someone you know benefit from extra support?
Joining the Priority Services Register (PSR) is free and could help us support you when you need us most: Register here.
Speak to one of our Customer Advisors on 0800 0778 778. We're available 24 hours a day, 7 days a week.
If you have a speech or hearing difficulty, you can contact us using Next Generation Text Relay: 18001 0800 0778 778.
