Vulnerable Customers

We understand that some of our customers have different needs when it comes to using our water services and communicating with us. We're here to help.

Register now

How we take care of our Vulnerable Customers

We have developed a special services register for customers who are registered as vulnerable and a priority services register for those who are registered as critically dependent on water.

Special Services and Priority Services Register

The Special Services Register is for customers who are aged 66, blind or vision impaired, deaf or hard of hearing, have mobility difficulties, an intellectual disability or a mental health difficulty. We will send a text message to customers for unplanned interruptions that may last longer than four hours and for events where water is unfit for human consumption. We will also contact you at least two days in advance of planned disruptions.

The Priority Services Register is for those who have a critical dependency on water as a result of their medical condition. We will contact (phone or text) these customers at least two days in advance of planned disruptions, and for unplanned interruptions that may last longer than four hours.

Registration Form

Your can register yourself or somebody in your home as a vulnerable customer online or nominate an alternative person to deal with your bills and correspondence.

Register now

Code of Practice

Our Code of Practice informs our vulnerable customers how we plan to respond to their needs when using our water services and how we address their information requirements. 

Find out more

Update Your Details

If any of your details have changed or you wish to add an alternative contact to your information please fill out this form to update your account.

Update your details

Contact us

  • 1850 278 278 or +353 1 707 2828 (open 24 hour a day 7 days a week). Please note that the rates charged for 1850 numbers may vary across different service providers. Calls from mobiles may be more expensive.
  • Write to us at Irish Water, PO Box 860, South City Delivery Office, Cork City
  • Email us at vulnerablecustomer@water.ie  
  • Minicom LoCall 1890 378 378 (for hearing impaired customers with their own minicom equipment)

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