Anglian Water has reached a significant milestone with a record number of more than 500,000 customers now supported through its free Priority Services Register (PSR) – and the numbers are continung to rise.

More than 16.7% of households across the region are now registered, with approximately 8,000 customers joining the PSR each month. While some customers leave the register as their needs improve or change, the water company says the overall number is continuing to increase.

The PSR provides practical, personalised support for customers who may need extra help during challenging times – whether due to health issues, financial worries, mental wellbeing concerns, mobility challenges, caring responsibilities or other life circumstances. The Financial Conduct Authority has estimated that up to 50% of UK adults may experience some form of vulnerability.

The support available through the register is wide-ranging, offering tailored communications in accessible formats, faster access to bottled water during supply interruptions, specialist financial support, WhatsApp messaging for flexible communication and customer service designed with mental-health awareness in mind. The company also offer British Sign Language live interpretation along with a shareholder-funded medical needs discount for those who require increased water use for medical conditions.

As part of its commitment to supporting customers’ wellbeing, Anglian Water also recently became the first utility company in the UK to receive the Mental Health Accreditation from the Money and Mental Health Policy Institute, recognising its leadership in providing compassionate and informed customer service. Anglian Water also partners with Shout, a free, confidential mental health text service, to ensure customers experiencing mental health challenges can access support whenever they need it.

Vulnerability across the East of England is varied – while some communities face higher levels of deprivation and associated health challenges, vulnerability is also prevalent in rural and coastal areas, as well as in the region’s larger towns and cities. Anglian Water works closely with over 850 organisations, including more than 250 active partnerships.

The company’s PSR is simple to join, with a single standardised sign-up process that works across both water and energy providers. Customers can register online at anglianwater.co.uk/priority, through the Anglian Water app or by phone, and can update or leave the register at any time.

Anglian Water is continuing to encourage anyone who thinks they might benefit – or knows someone who would – to register.

Any customers who are struggling to pay their bills are encouraged to contact Anglian Water via its website or social media accounts, or calling its Extra Care Team directly on 0800 169 3630.