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Assistance for customers in vulnerable circumstances

Illustration of different customers

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

If you tell us what help or services you need from us, we’ll keep your details safe on our priority services register so that when that time comes, you get the support you need. Find out what Careline - our priority service register offers. 

To register for our priority service register, 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.

Did you know that Hartlepool Water offers a set of metered tariffs designed for customers with different needs?

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. 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.

 

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Registered in England No. 2366656

Registered Office: Lancaster House, Lancaster Way, Ermine Business Park, Huntingdon, Cambridgeshire. PE29 6XU