Southern Water Priority Services Register

So, the other week, my 85-year-old neighbour, Margaret, had a pipe burst. Not just any pipe—the main one, sending a muddy waterfall through her kitchen ceiling. She stood there, frozen, clutching her cat.

By the time I got there, she was in tears, not from the flood, but from the panic of not knowing who to call. I sorted it, but it got me thinking: what if I hadn’t been home? What if she’d been left alone for hours?

That’s when I remembered something I’d skimmed on a water bill and promptly ignored: the Priority Services Register. It’s not a sexy topic, I know, but stick with me—it’s the kind of boring safety net that can turn a crisis into a manageable hiccup.

So, what exactly is this Register?

Put simply, it’s a free, voluntary list that water companies like Southern Water use to flag customers who might need a bit of extra help. Think of it as a VIP pass for when things go wrong, but the VIP treatment is actually useful—like getting bottled water delivered to your door during a supply interruption.

It’s not just for the elderly, either. The register is for anyone with a medical condition, a disability, a mental health issue, or even if you have young children and rely on a constant water supply. If you can’t easily carry heavy bottles or dash to the shops, this is for you.

What does Southern Water actually do for you?

Honestly, more than you’d expect from a utility company. If you’re on the list, they’ll prioritise your water supply restoration during planned or emergency outages. They’ll also deliver bottled water directly to your home if the tap goes dry—no queueing at the supermarket.

They can even provide alternative facilities if your sewer service is affected (yes, that includes portable toilets—gotta love the glamour of infrastructure). And they’ll communicate with you in whatever way works: large print, Braille, a phone call instead of a text, or even a visit from a friendly staff member.

It’s basically customer service that actually anticipates your needs, instead of making you jump through hoops. (Imagine that in any other industry, right? A dream.)

Who should sign up?

Anyone who feels vulnerable or dependent on a reliable water supply. That includes people with chronic illnesses, those on dialysis, families with babies who need formula, or anyone with mobility issues. Even if you just live alone and worry about being caught off-guard.

Margaret, for example, has arthritis and can’t lift a 5-litre bottle. She would have been stuck without help. The register is designed precisely for that scenario—it’s a safety net for the awkward moments life throws at you.

Priority customers & Priority Services Register | SES Water

And here’s the kicker: you don’t need a doctor’s note. You just tick a box about your situation. It’s that simple. No gatekeeping, no bureaucracy.

How do you get on the list?

It’s embarrassingly easy. You can call Southern Water’s customer services—0330 303 0368—and ask to be added. Or you can fill out a quick online form on their website. They’ll ask for your address and some basic info about your needs.

You can even register someone else, like Margaret, if they’re not online-savvy. (Just ask them first, obviously—nobody likes surprise registrations.) The whole thing takes about five minutes, and then you’re set.

Once you’re on, they’ll review your details every couple of years to make sure nothing’s changed. You can update it anytime—say, if you recover from an illness or move house.

Why does this matter to you?

Because water is one of those things you don’t think about until it’s gone. And when it’s gone, panic sets in fast. The register turns that panic into a simple phone call or a pre-arranged delivery.

It’s also a reminder that small acts of preparation can save a lot of stress. Like having a first-aid kit or a backup charger—except this one’s handled by someone else. You just sign up and forget about it.

Margaret is now on the list. When the pipe burst, I called Southern Water, they sent a priority team within an hour, and a van with bottled water arrived before the plumber. She almost cried again—but this time with relief.

So, go check if you or someone you love could use that same feeling. It’s free, it’s quick, and honestly? It’s the kind of adulting that makes you feel like you’ve got your life together—even if your kitchen ceiling is dripping. (Trust me, it’s worth the five minutes.)