Help and support

Services available for those who may need some extra help

At UW, we recognise that the needs of our customers vary greatly. We have a range of free support services available to those who may need it. This helps us to ensure our staff and representatives are aware of specific needs when engaging with our customers.

Our free support services

We have a range of free services available that may assist you.  

Alternative format bills

If you find it difficult to read your bills and statements, we can arrange to provide them in Braille, large print or by audio format. We can also provide other documents in special formats, if required.  

Password identification scheme 

You can choose a password which is used by any of our staff or representatives who visit your property, so you can check it is definitely us at the door. We will arrange for the necessary people to know the new password in complete confidence. If you want to change your password at any time, just let us know.  

Bill management

We can arrange for your bills to be sent to someone you choose to nominate if they agree to receive them on your behalf. They will also be able to help you manage the account.

Priority fault repair

This service is for customers who rely on their UW landline for health and mobility reasons. If a fault has led to a total loss of service, you’ll get priority when you report such a fault to us. To ensure that this level of service is being delivered to those who really need it, we require customers to meet certain criteria.

 for more information.

SignVideo service

Another option if you have difficulty with your hearing or speech and instead wish to use Sign Language to contact us via an interpreter, is our SignVideo option.

For more information click 


Free 195 directory enquiries

If you are unable to hold or read a printed directory because of sight loss or other disability, you can access free directory enquiries by dialling 195. The Operator can also connect you and you’ll be charged as if you’d dialled the number yourself. Before you can use this service, you need to fill in an application form and have it countersigned by a doctor, nurse or other medical practitioner who knows you.  Call free on 0800 587 0195 to get an application form. 

Emergency SMS

Hearing and speech impaired customers can contact the emergency services by sending a text message (SMS) to 999 or 112. The message will be passed to the police, ambulance service, fire rescue, or coastguard who will be able to reply. You must register your phone before you can use this service. To register text ‘register’ to 999 and follow the instructions you are sent.

Energy efficiency advice 

Making your home more energy efficient will help save money on your energy bills. Visit our 

 to find out how you could make savings with just a few simple steps.

Priority Services Register

The Priority Services Register is a confidential register which contains details of any specific needs you think we should know about. Customers with energy services can join the Register, if you are a senior citizen, or disabled, or chronically ill.

for more information.

Warm Home Discount scheme

The Warm Home Discount is a Government led scheme that offers financial support to households that need it the most. There are two sections to the scheme - the Core Group that helps customers of pensionable age; and the Broader group that helps customers that receive certain benefits. For full details of the Warm Home Discount Scheme, visit our 

, or .

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