Help and support

Tell us about your circumstances

At UW, we’re fully committed to making things as simple as possible so you can get on with the important things in life.

This is especially true when it comes to customers who may need a bit of extra support.

Whether it's pregnancy, disability, or a tight financial situation, we're here to offer you a helping hand. Let us know about your circumstances and we'll add this information to your account so that we can tailor our support to your specific needs.

What circumstances can I get help with?

Let us know if you or someone in your household…

  • Is pregnant or you have children under 5 years old.

  • Is over 66 years old.

  • Has a hearing or visual impairment (including colour blindness).

  • Is learning-disabled, has speech impairments, low literacy or doesn't speak English fluently.

  • Has a chronic illness, long-term ill health or a mental illness.

  • Has mobility issues or an injury.

  • Depends on a landline such as a telecare system (lifeline alarm or similar).

  • Has suffered a recent bereavement.

  • There has been a job loss or you are struggling financially.

  • There has been a family or relationship breakdown.

How we can help you

We have a number of free support services available. These include bills that come in other formats, priority repairs, and accessibility services like relay services and sign video. You can find out more


We can also set up an authorised third party to your account. Authorised third parties have the same level of account access as you and are able to help to manage bills, including:

  • Sending the bill to an alternative address (eg the authorised third party’s address).

  • Paying the bill on your behalf.

  • Enquiring about any aspect of the bill e.g. querying outstanding balance.

Please be aware that authorised third parties are not liable for any aspect of the account including paying the customer’s bill.

We can also add you to the Priority Services Register. Our Priority Services Register service is here to help people who need extra help to manage their account. It includes support such as free quarterly meter readings, gas safety checks, and having your bills sent in special formats like Braille or large print. Find out more


We may be able to offer additional help and support If you are struggling financially or worried about your ability to pay.

How to let us know

Please contact us and let us know as soon as possible if you think any of the above applies to you and your household. Have as much information as possible to hand so we can assess your situation and recommend the best support for you.

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