Helping Hand Scheme


 

When you need support we’re here to help.

We pride ourselves on providing you with a reliable supply of clean fresh drinking water. We also take our commitment to be there when you need us equally seriously.

If you need extra help, you should find the answers in Our Helping Hand Scheme leaflet, which you can download by clicking on the leaflet on the right. Our series of 'How to' videos (see below) also provide helpful, practical advice.

You can sign up for any of the services we offer by completing the online application form.

If you can’t easily find what you’re looking for, our friendly Customer Services Team will be happy to help. Call them on 01737 772000.

The services we offer support for are:

  • Individual notification in emergencies
    For vulnerable customers in emergencies.
  • Braille, large print and audio/CD services
    For visually impaired customers.
  • Text Relay Service
    Text Relay connects people using a textphone with people using a telephone or another textphone. It aids customers with impaired hearing. For more information go to www.textrelay.org
  • Home dialysis users and patients convalescing at home. 
  • Password Scheme  
    Setting up a password to protect from bogus callers.
  • Bogus Callers
    Advice on how to avoid becoming a victim.
  • Nominated correspondent
    When you would like someone to speak on your behalf.
  • WaterSure Scheme
    For low-income households.

If you require additional help from us, you may also need help from your gas and electricity suppliers. Energy companies offer schemes and support similar to ours, for example password schemes or getting bills in large print or braille.  Please contact your gas and electricity suppliers for more information on how they may be able to help.


Download our leaflet

The leaflet "Our Helping Hand Scheme" is available to download in PDF format right here. Just click on the image above to view.

How-to videos

Whether you need to find your stop tap or protect your pipes for winter, our helpful how-to videos will show you how it's done. Just visit our Helping Hand Scheme section.

Find out more

We operate a password scheme to help prevent bogus callers – people who pretend to be from your water company, or ‘the water board’ – getting into your home.

You can set up a password (only known to you and ourselves) to use when one of our representatives calls. So if a caller claims to be from our company but doesn’t know your password, don't let them in.

Genuine Sutton and East Surrey Water staff are always happy to wait for you to check with us if you have any doubts. But if doubt still remains, call the police.

To set up your individual password fill in our online form.

Remember: if a caller claims to be from 'The Water Board' NEVER let them in! There hasn’t been a water board for more than 30 years!

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