Priority Services Register FAQs

The Priority Services Register (PSR) is a free and confidential service for customers who may need a little extra support from us.

By joining the PSR, you can tell us about your circumstances and any communication or support needs. 

If there’s an interruption to your water or wastewater services, we can use this information to understand your needs and provide appropriate support and updates. 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.

You can register for yourself, or on behalf of someone you care for.

Full details can be found here.

If you have a disability, medical condition, young children or any other reason you may require additional support, you can register your details using our Priority Services Register Form.

Alternatively you can 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.

We offer a range of services including: 

• 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.
• 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.

You can contact us at any time to opt out of the service: Contact Us