Thames Water teams with firefighters to boost help for vulnerable customers

Thames Water has partnered with London Fire Brigade to help it to identify, through its Home Fire Safety Visits, more vulnerable customers to add to its priority services register (PSR)

The partnership aims to add up to 1,500 customers a month to Thames' PSR.

Under the arrangement, the fire brigade will identify people who need extra support, and provide Thames Water with their contact details. It will not share information about their medical or communication needs.

Thames Water will then inform them that they are being added to the PSR and offer an option to opt out or to share further information with them about Thames’ other services and communication options.

Thames, meanwhile is exploring ways to help the Brigade identify additional vulnerable residents who may benefit from a Home Fire Safety Visit.

The partnership with the fire brigade is part of wider changes to the way Thames Water registers people for the PSR. Last September, the company started allowing third parties like relatives, carers and charities to add someone on their behalf.