Need More Information?

Get information about the services available for those who may need some extra help.

Our Free Support Services

At UW, we offer a variety of free support services to assist you, ensuring everyone gets the help they need.

Alternative Format Bills

If you have difficulty reading your bills, we can provide them in Braille, large print, or audio format. We can also offer other documents in special formats upon request.

Bill Management

If you need help managing your account, we can arrange for your bills to be sent to a trusted individual on your behalf.

Password Identification Scheme

To enhance your safety, you can set a password for our team members or representatives to use when they visit your property. This ensures you can verify their identity. Your password remains confidential and can be changed at any time by contacting us.

Priority Fault Repair

Customers with critical needs who rely on their UW landline or fixed broadband service can access our Priority Fault Repair Scheme. This gives priority to those in circumstances where loss of service may pose a life-threatening risk, as per Openreach guidelines. Eligible customers include:

Those with severe mobility issues or who use a wheelchair
Individuals with serious medical conditions relying on phone or broadband
People with severe mental health challenges
Those using Careline, Lifeline, or Pendant services
Households without access to a mobile phone
Families with severely unwell children
Individuals registered under the Chronically Sick and Disabled Persons Act 1970

For more details, please get in touch.

Priority Services Register

Our Priority Services Register is a confidential record for customers who need special assistance. If you’re a senior citizen, disabled, or have a chronic illness, you can join this register to access specific support, including:

Meter Reading Assistance

If you’re unable to read your gas or electricity meters, we can arrange for a meter reading every three months.

Special Controls and Adaptors

We offer advice on specialist equipment for those who struggle to operate certain appliances.

Gas Safety Check

Eligible customers can request a free annual safety check for all gas appliances, conducted by Gas Safe registered engineers. For more details or to arrange a visit, please contact us at 0333 777 0777.

Add a Trusted Person to Your Account

If you’d like to authorize someone to manage your UW account on your behalf, let us know. Call us at 0333 777 0777 for more information.

Joining the Priority Services Register

To join or learn more, complete our online form or contact us.

Maintaining Your Supply

If you’re on the Priority Services Register, your details will be shared with the gas transporter and local electricity distribution company in case of an emergency or supply disruption. If any work is planned that might affect your supply, you’ll be notified at least two working days in advance. In case of disconnection for safety reasons, your gas transporter may provide alternative heating and cooking facilities where necessary.

Help With Your Bills

If you’re struggling to pay your bills, don’t hesitate to reach out. Our dedicated team is here to support you and offer guidance.

Call us on 0333 777 3215

Warm Home Discount Scheme

The Warm Home Discount scheme provides financial assistance to households in need. If you’re in Scotland, the scheme operates differently from England and Wales. Visit our dedicated page for more information or contact us.

Independent Advice

For impartial and practical energy advice, you can reach out to the following organizations:

Citizens Advice (England and Wales)
Visit citizensadvice.org.uk/energy or call 0808 223 1133.
Advice Direct Scotland
Visit energyadvice.scot or call 0808 196 8660.

Other helpful organizations:

Age UK: 0800 678 1602 | ageuk.org.uk
Disabled Living Foundation: 0300 999 0004 | livingmadeeasy.org.uk
RNIB (Royal National Institute of Blind People): 0303 123 9999 | rnib.org.uk
RNID (Royal National Institute for Deaf People): 0808 808 0123 | rnid.org.uk
MIND: 0300 123 3393 | mind.org.uk

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