Types of emergency

Utility failure

Residents and businesses within the borough are served by many different utility companies. This information details some of the options these companies have put in place to assist residents during a utility failure.

Water supply failure

Affinity Water - Special Care Services

The Safeguard Register is a scheme to assist customers with special needs, such as the elderly and disabled. Within this scheme the company provides communication in large print, Braille, audiotape or CD for those who are visually impaired. Additionally a password can be set up for those customers who are concerned about bogus callers. 

Affinity is able to make special arrangements when there is an interruption in water supply for customers who require a constant supply of water or have mobility problems and are unable to fetch water.

Read more about water supply failure

Thames Water - Extra Care Services

Some people are more vulnerable to a sudden loss of water supply. This could be due to a medical need (such as having a dialysis machine at home) or mobility problems (having problems getting to a stand-pipe or replacement water-tanker in the street).

If you think that you could have a particular need in such circumstances, you can register for the Priority Services.

Gas failure

British Gas - Home Energy Care Register

The Home Energy Care Register is a Priority Service Register for all our gas and/or electricity customers who are elderly, disabled or chronically sick. It enables us to record any specific requirements you have and helps us to provide you with the right services appropriate to your needs.

Benefits can include:

  • password scheme for added security
  • specially designed appliance controls and adaptors
  • advice booklets
  • talking bill service; enlarged bills; Braille bills
  • free yearly gas safety check
  • moving your gas and/or electricity meters
  • priority attention for any general enquiries
  • priority in case of emergencies/notification of gas escapes and electricity supply interruptions
  • nominee scheme.

Read more about gas failure

Page last updated: 06 Dec 2022