Special assistance for vulnerable customers

At Hartlepool Water we recognise that some customers may need that little bit of extra help and Careline makes sure that we can provide that help when needed.

We keep a register of customers who ask for specific assistance or services. If you would like more information about the services we offer, please see our Careline page. 

To register for our Careline service please complete an application form and send it to us at 3 Lancaster Road, Hartlepool TS24 8LW, or contact us on 01429 858 030 to request an application form.  

You can also register a password with us for that little bit of extra security.

We offer two social tariffs for customers who may experience particular hardship because they use large amounts of water for essential purposes. The names of these tariffs are WaterSure (previously known as AquaCare) and AquaCare Plus.  

Please note:  WaterSure is now the nationally recognised tariff name for AquaCare  

Our WaterSure tariff has a higher annual standing charge but has no charge per cubic metre.   AquaCare Plus is the tariff that has a higher annual standing charge but a lower charge per cubic metre   We also offer a SoLow tariff, designed for single occupants and for those customers who use less water than the average household.   Any confidential information you give us as part of your application to be placed on a special tariff will be stored and treated in the strictest confidence and your information will not be passed to any person other than those who deal directly with your application.  

For further information please contact us.