CINXE.COM
Extra Support - Guernsey Water
<!DOCTYPE html> <html> <head> <title>Extra Support - Guernsey Water</title> <base href="https://www.water.gg/" /> <meta http-equiv="Content-Type" content="text/html; charset=utf-8" /> <meta http-equiv="Content-Style-Type" content="text/css" /> <meta http-equiv="Content-Script-Type" content="text/javascript" /> <meta name="viewport" content="width=device-width, initial-scale=1, maximum-scale=1.0, user-scalable=0" /> <meta name="generator" content="GOSS iCM - Intelligent Content Management" /> <meta name="DC.format.medium" content="html/text" /> <meta name="DC.date.created" content="2020-01-02T14:55:43+00:00" scheme="W3CDTF" /> <meta name="DC.date.issued" content="2021-09-30T09:32:00+01:00" scheme="W3CDTF" /> <meta name="DC.date.modified" content="2023-10-13T11:10:43+01:00" scheme="W3CDTF" /> <meta name="DC.date.disposal.review" content="2119-01-02T13:24:48+00:00" scheme="W3CDTF" /> <meta name="eGMS.accessibility" content="double-a" scheme="eGMS.WCAG20" /> <meta name="DC.title" content="Extra Support" /> <meta name="DC.description" content="Our aim is to give all our customers the best possible service at all times and we understand that you, or someone you know, may need a little extra help from time to time.........." /> <meta name="description" content="Our aim is to give all our customers the best possible service at all times and we understand that you, or someone you know, may need a little extra help from time to time.........." /> <meta name="DC.identifier" content="https://www.water.gg/extrasupport" scheme="DCTERMS.URI" /> <meta name="DC.language" content="en" scheme="ISO 639-3/T" /> <meta name="DC.rights.copyright" content="Copyright 2025 Guernsey Water" /> <meta name="DC.type" content="reference" scheme="eGMS.TES" /> <meta name="DC.Audience" content="carers" /> <meta name="DC.contributor" content="PO Box 23, St Peter Port, Guernsey, GY1 3AN, Channel Islands" /> <meta name="DC.creator" content="PO Box 23, St Peter Port, Guernsey, GY1 3AN, Channel Islands" /> <meta name="DC.publisher" content="PO Box 23, St Peter Port, Guernsey, GY1 3AN, Channel Islands" /> <link rel="apple-touch-icon" sizes="180x180" href="./guernseywater1/images/apple-touch-icon.png"> <link rel="icon" type="image/png" href="./guernseywater1/images/favicon-32x32.png" sizes="32x32"> <link rel="icon" type="image/png" href="./guernseywater1/images/favicon-16x16.png" sizes="16x16"> <link rel="manifest" href="./guernseywater1/images/manifest.json"> <link rel="mask-icon" href="./guernseywater1/images/safari-pinned-tab.svg" color="#5bbad5"> <link rel="shortcut icon" href="./guernseywater1/images/favicon.ico"> <meta name="msapplication-config" content="./guernseywater1/images/browserconfig.xml"> <meta name="theme-color" content="#ffffff"> <script type="text/javascript" src="./guernseywater1/scripts/jquery/jquery-1.11.3.min.js"></script><script type="text/javascript" src="./guernseywater1/scripts/jquery/jquery.cookie.js"></script><script type="text/javascript" src="./guernseywater1/scripts/moment.min.js"></script><script type="text/javascript" src="./guernseywater1/scripts/modernizr.js"></script><script type="text/javascript" src="./guernseywater1/scripts/html5.js"></script><script type="text/javascript" src="./guernseywater1/scripts/jquery/jquery.bxslider.min.js"></script> <!-- FancyBox --> <link rel="stylesheet" href="./guernseywater1/scripts/fancybox/source/jquery.fancybox.css?v=2.1.6" type="text/css" media="screen" /> <script type="text/javascript" src="./guernseywater1/scripts/fancybox/source/jquery.fancybox.pack.js?v=2.1.6"></script> <link rel="stylesheet" href="./guernseywater1/scripts/fancybox/source/helpers/jquery.fancybox-buttons.css?v=1.0.5" type="text/css" media="screen" /> <script type="text/javascript" src="./guernseywater1/scripts/fancybox/source/helpers/jquery.fancybox-buttons.js?v=1.0.5"></script> <script type="text/javascript" src="./guernseywater1/scripts/fancybox/source/helpers/jquery.fancybox-media.js?v=1.0.6"></script> <link rel="stylesheet" href="./guernseywater1/scripts/fancybox/source/helpers/jquery.fancybox-thumbs.css?v=1.0.7" type="text/css" media="screen" /> <script type="text/javascript" src="./guernseywater1/scripts/fancybox/source/helpers/jquery.fancybox-thumbs.js?v=1.0.7"></script> <!-- Pagination --> <script type="text/javascript" src="./guernseywater1/scripts/jquery/jquery.easyPaginate.js"></script> <link href="./guernseywater1/css/editor.css" rel="stylesheet" type="text/css" media="all" /> <link href="./guernseywater1/css/reset.css" rel="stylesheet" type="text/css" media="all" /> <link href="./guernseywater1/css/html5reset-1.6.1.css" rel="stylesheet" type="text/css" media="all" /> <link href="./guernseywater1/css/main.css" rel="stylesheet" type="text/css" media="all" /> <link href="./guernseywater1/css/style.css" rel="stylesheet" type="text/css" media="all" /> <link href="./guernseywater1/css/mobile.css" rel="stylesheet" type="text/css" media="(max-width:1250px)" /> <link href="./guernseywater1/template/default/css/default.css" rel="stylesheet" type="text/css" media="all" /> <!-- Google tag (gtag.js) --> <script async src="https://www.googletagmanager.com/gtag/js?id=G-5ZQBEQQKGY"></script> <script> window.dataLayer = window.dataLayer || []; function gtag(){dataLayer.push(arguments);} gtag('js', new Date()); gtag('config', 'G-5ZQBEQQKGY'); </script> </head> <body> <div id="searchContainer"> <form action="https://www.water.gg/article/158409/Search?sort=Relevance&size=10#top" method="get"> <fieldset> <button type="submit"> <span class="icon-search"></span> </button> <input id="q" name="q" value="" placeholder="Search" /> <input type="hidden" name="size" value="10" /> </fieldset> </form> </div> <header> <div id="headerInner"> <a href="https://www.water.gg/article/157201/Guernsey-Water-Home-Page" id="logo"> <img src="./guernseywater1/images/logo.png" alt="Guernsey Water" /> </a> <span class="icon-search">Search</span> <a href="https://www.water.gg/contactus" class="icon-hour">Contact</a> <span class="icon-menu">Menu</span> <div id="hiddenContactBox"> 24 hour - 01481 239500 <p>Other useful numbers</p> <ul> <li></li> <li></li> <li></li> </ul> </div> <nav><ul> <li> <span class="navParent">Online Services</span> <span class="triangle"></span><ul> <li><a href="https://www.water.gg/article/157227/Pay-Your-Bill">Pay Your Bill</a> </li> <li><a href="https://www.water.gg/ebilling">eBilling </a> </li> <li><a href="https://www.water.gg/moving-home">Moving Home</a> </li> </ul> </li> <li> <span class="navParent">Water</span> <span class="triangle"></span><ul> <li><a href="https://www.water.gg/leaks">Leaks </a> </li> <li><a href="https://www.water.gg/streamsanddouits">Streams & Douits</a> </li> <li><a href="https://www.water.gg/watermeters">Water Meters</a> </li> <li><a href="https://www.water.gg/savingwater">Saving Water</a> </li> <li><a href="https://www.water.gg/waterquality">Water Quality</a> </li> <li><a href="https://www.water.gg/catchment-protection">Catchment Protection</a> </li> <li><a href="https://www.water.gg/pesticides">Pesticides</a> </li> <li><a href="https://www.water.gg/newservices">New Services</a> </li> <li><a href="https://www.water.gg/plumbing">Plumbing</a> </li> <li><a href="https://www.water.gg/water-in-your-home">Water In Your Home</a> </li> <li><a href="https://www.water.gg/water-recycling">Water Recycling</a> </li> <li><a href="https://www.water.gg/water-treatment">Water Treatment</a> </li> <li><a href="https://www.water.gg/juas">Juas Water Treatment Works Refurbishment </a> <span class="triangle"></span><ul> <li><a href="https://www.water.gg/article/164750/The-Refurbishment">The Refurbishment</a></li> </ul> </li> <li><a href="https://www.water.gg/waterhardness">Water Hardness</a> </li> <li><a href="https://www.water.gg/winterready">Winter Care</a> </li> <li><a href="https://www.water.gg/refill-stations">Refill</a> </li> <li><a href="https://www.water.gg/ringmain">Ring Main</a> </li> </ul> </li> <li> <span class="navParent">Wastewater</span> <span class="triangle"></span><ul> <li><a href="https://www.water.gg/wastewater-services">Wastewater Services</a> </li> <li><a href="https://www.water.gg/managing-wastewater">Managing Wastewater</a> </li> <li><a href="https://www.water.gg/SuDS">Surface Water Management</a> </li> <li><a href="https://www.water.gg/flood-protection">Flood Protection</a> </li> <li><a href="https://www.water.gg/belle-greve-outfall-replacement">Belle Greve Outfall Replacement </a> </li> <li><a href="https://www.water.gg/letsbeclear">Let's be clear </a> </li> <li><a href="https://www.water.gg/cesspitservice">Cesspit Service</a> <span class="triangle"></span><ul> <li><a href="https://www.water.gg/cesspitsurvey">Cesspit Survey</a></li> </ul> </li> </ul> </li> <li> <span class="navParent">Help & Support</span> <span class="triangle"></span><ul> <li><a href="https://www.water.gg/faqs">FAQs</a> </li> <li><a href="https://www.water.gg/article/196498/complaints">complaints</a> </li> <li><a href="https://www.water.gg/signup">Have Your Say</a> </li> <li><a href="https://www.water.gg/about-your-bill">About Your Bill</a> </li> <li><a href="https://www.water.gg/charges">Charges</a> </li> <li><a href="https://www.water.gg/the-wastewater-charge">The Wastewater Charge</a> </li> <li><a href="https://www.water.gg/forms">Forms</a> </li> <li><a href="https://www.water.gg/resources">Resources</a> </li> <li><a href="https://www.water.gg/customercharter">Customer Charter and Service Standards </a> </li> <li><span>Extra Support</span> </li> </ul> </li> <li> <span class="navParent">About Guernsey Water</span> <span class="triangle"></span><ul> <li><a href="https://www.water.gg/article/158201/News">News</a> <span class="triangle"></span><ul> <li><a href="https://www.water.gg/article/198213/St-Saviours-Walkway-to-Close-for-Maintenance-Works">St Saviour's Walkway to Close for Maintenance Works</a></li> <li><a href="https://www.water.gg/article/198286/Lets-be-clear-this-unblocktober">Let's be clear this unblocktober</a></li> <li><a href="https://www.water.gg/article/199781/Culvert-Collapse">Culvert Collapse</a></li> <li><a href="https://www.water.gg/article/200088/Investing-in-critical-island-infrastructure">Investing in critical island infrastructure</a></li> <li><a href="https://www.water.gg/article/200221/How-to-Safely-Dispose-of-Pesticides-and-Chemicals">How to Safely Dispose of Pesticides and Chemicals</a></li> <li><a href="https://www.water.gg/article/200287/Millennium-Walk-Awarded-Storm-Ciaran-Recovery-Fund-Money">Millennium Walk Awarded Storm Ciaran Recovery Fund Money</a></li> <li><a href="https://www.water.gg/article/200645/Route-De-La-Hougue-du-Pommier">Route De La Hougue du Pommier</a></li> <li><a href="https://www.water.gg/article/200798/Water-Saving-Week-2024">Water Saving Week 2024</a></li> <li><a href="https://www.water.gg/article/201250/Cesspit-Service-says-thanks-to-customers">Cesspit Service says thanks to customers</a></li> <li><a href="https://www.water.gg/article/201321/Major-Investment-in-Critical-Infrastructure-completed">Major Investment in Critical Infrastructure completed.</a></li> <li><a href="https://www.water.gg/article/201853/Emergency-Road-Closure">Emergency Road Closure</a></li> <li><a href="https://www.water.gg/article/202091/Routine-Maintenance-on-St-Saviours-Reservoir">Routine Maintenance on St Saviour's Reservoir</a></li> </ul> </li> <li><a href="https://www.water.gg/about-guernsey-water">About Guernsey Water</a> </li> <li><a href="https://www.water.gg/millennium-walk">The Millennium Walk</a> </li> <li><a href="https://www.water.gg/SDS">Strategic Direction Statement </a> </li> <li><a href="https://www.water.gg/source-to-sea">Source To Sea</a> </li> <li><a href="https://www.water.gg/facilities">Facilities </a> </li> <li><a href="https://www.water.gg/history">History</a> </li> <li><a href="https://www.water.gg/schools">Schools</a> </li> <li><a href="https://www.water.gg/health-and-safety">Health & Safety</a> </li> <li><a href="https://www.water.gg/community">Community</a> </li> <li><a href="https://www.water.gg/careers">Careers at Guernsey Water</a> </li> </ul> </li> <li class="last-warning"> <a href="https://www.water.gg/contactus">Contact Us</a></li></ul></nav> </div> </header> <script type="text/javascript"> $('.icon-menu').click(function () { $('nav').slideToggle(); $(this).toggleClass('icon-close1'); }); $('.icon-search').click(function () { $('#searchContainer').slideToggle(); $(this).toggleClass('selected'); if ($(this).hasClass('selected')) { $('#searchContainer input#q').focus(); } }); $('span.triangle').click(function () { var $this = $(this); $this.siblings('ul').slideToggle(); $this.toggleClass('open'); }); $('span.navParent').click(function () { var $this = $(this); $this.siblings('span.triangle').toggleClass('open'); $this.siblings('ul').slideToggle(); }); $(window).scroll(function () { if ($(this).scrollTop()) { $('#TopLink:hidden').stop(true, true).fadeIn(); $('header').addClass('shorter'); $('body').addClass('shorter'); } else { $('#TopLink').stop(true, true).fadeOut(); $('header.shorter').removeClass('shorter'); $('body.shorter').removeClass('shorter'); } }); function scrollToTop() { $('html, body').animate({ scrollTop: $('html').offset().top }, 250); } $(document).ready(function () { $('blockquote ul li > strong').on('click', function () { $(this).siblings('ul').slideToggle(); $(this).toggleClass('open'); }); $('blockquote > ul > li > h3').on('click', function () { $(this).siblings('ul').slideToggle(); $(this).toggleClass('open'); }); /*$('.icon-hour').on('click', function () { $('div#hiddenContactBox').fadeToggle(); });*/ $(document).click(function (e) { if ($(e.target).closest('div#hiddenContactBox').length === 0 && $('div#hiddenContactBox').is(":visible") && $(e.target).closest('.icon-hour').length === 0) { $('div#hiddenContactBox').fadeOut(); } if ($(e.target).closest('.icon-menu').length === 0 && $('nav').is(":visible") && $(e.target).closest('nav').length === 0) { $('nav').slideUp(); $('.icon-menu').removeClass('icon-close1'); } }); }); </script> <ul id="topNav"> <li> <span class="icon-GW_icon_black">About Guernsey Water</span> <div><ul> <li><span class="circle"></span><a href="https://www.water.gg/article/158201/News">News</a></li> <li><span class="circle"></span><a href="https://www.water.gg/about-guernsey-water">About Guernsey Water</a></li> <li><span class="circle"></span><a href="https://www.water.gg/millennium-walk">The Millennium Walk</a></li> <li><span class="circle"></span><a href="https://www.water.gg/SDS">Strategic Direction Statement </a></li> <li><span class="circle"></span><a href="https://www.water.gg/source-to-sea">Source To Sea</a></li> <li><span class="circle"></span><a href="https://www.water.gg/facilities">Facilities </a></li> <li><span class="circle"></span><a href="https://www.water.gg/history">History</a></li> <li><span class="circle"></span><a href="https://www.water.gg/schools">Schools</a></li> <li><span class="circle"></span><a href="https://www.water.gg/health-and-safety">Health & Safety</a></li> <li><span class="circle"></span><a href="https://www.water.gg/community">Community</a></li> <li><span class="circle"></span><a href="https://www.water.gg/careers">Careers at Guernsey Water</a></li> </ul></div> </li> <li> <span class="icon-droplets">Water Services</span> <div><ul> <li><span class="circle"></span><a href="https://www.water.gg/leaks">Leaks </a></li> <li><span class="circle"></span><a href="https://www.water.gg/streamsanddouits">Streams & Douits</a></li> <li><span class="circle"></span><a href="https://www.water.gg/watermeters">Water Meters</a></li> <li><span class="circle"></span><a href="https://www.water.gg/savingwater">Saving Water</a></li> <li><span class="circle"></span><a href="https://www.water.gg/waterquality">Water Quality</a></li> <li><span class="circle"></span><a href="https://www.water.gg/catchment-protection">Catchment Protection</a></li> <li><span class="circle"></span><a href="https://www.water.gg/pesticides">Pesticides</a></li> <li><span class="circle"></span><a href="https://www.water.gg/newservices">New Services</a></li> <li><span class="circle"></span><a href="https://www.water.gg/plumbing">Plumbing</a></li> <li><span class="circle"></span><a href="https://www.water.gg/water-in-your-home">Water In Your Home</a></li> <li><span class="circle"></span><a href="https://www.water.gg/water-recycling">Water Recycling</a></li> <li><span class="circle"></span><a href="https://www.water.gg/water-treatment">Water Treatment</a></li> <li><span class="circle"></span><a href="https://www.water.gg/juas">Juas Water Treatment Works Refurbishment </a></li> <li><span class="circle"></span><a href="https://www.water.gg/waterhardness">Water Hardness</a></li> <li><span class="circle"></span><a href="https://www.water.gg/winterready">Winter Care</a></li> <li><span class="circle"></span><a href="https://www.water.gg/refill-stations">Refill</a></li> <li><span class="circle"></span><a href="https://www.water.gg/ringmain">Ring Main</a></li> </ul></div> </li> <li> <span class="icon-drainage">Wastewater </span> <div><ul> <li><span class="circle"></span><a href="https://www.water.gg/wastewater-services">Wastewater Services</a></li> <li><span class="circle"></span><a href="https://www.water.gg/managing-wastewater">Managing Wastewater</a></li> <li><span class="circle"></span><a href="https://www.water.gg/SuDS">Surface Water Management</a></li> <li><span class="circle"></span><a href="https://www.water.gg/flood-protection">Flood Protection</a></li> <li><span class="circle"></span><a href="https://www.water.gg/belle-greve-outfall-replacement">Belle Greve Outfall Replacement </a></li> <li><span class="circle"></span><a href="https://www.water.gg/letsbeclear">Let's be clear </a></li> <li><span class="circle"></span><a href="https://www.water.gg/cesspitservice">Cesspit Service</a></li> </ul></div> </li> <li> <span class="icon-support">Help & Support</span> <div><ul> <li><span class="circle"></span><a href="https://www.water.gg/faqs">FAQs</a></li> <li><span class="circle"></span><a href="https://www.water.gg/article/196498/complaints">complaints</a></li> <li><span class="circle"></span><a href="https://www.water.gg/signup">Have Your Say</a></li> <li><span class="circle"></span><a href="https://www.water.gg/about-your-bill">About Your Bill</a></li> <li><span class="circle"></span><a href="https://www.water.gg/charges">Charges</a></li> <li><span class="circle"></span><a href="https://www.water.gg/the-wastewater-charge">The Wastewater Charge</a></li> <li><span class="circle"></span><a href="https://www.water.gg/forms">Forms</a></li> <li><span class="circle"></span><a href="https://www.water.gg/resources">Resources</a></li> <li><span class="circle"></span><a href="https://www.water.gg/customercharter">Customer Charter and Service Standards </a></li> <li><span class="circle"></span><span>Extra Support</span></li> </ul></div> </li> </ul> <section> <div id="content"> <div> <ul id="Breadcrumb"><li><span id="start">You Are In:</span></li><li class="odd"> <a href="https://www.water.gg/article/157219/Help--Support">Help & Support</a> </li><li class="even last"> <span>Extra Support</span> </li> </ul> <h1>Extra Support</h1> <h2>Our aim is to give all of our customers the best possible service at all times and we understand that you, or someone you know, may need a little extra help from time to time. This could be a short-term or a long-term situation and may be due to factors such as disability, illness, unemployment, bereavement or other significant life events. If you could benefit from additional support with your water and wastewater bill, water supply or cesspit collections, please contact us at your earliest convenience.</h2><p><span class="positionleft"><img src="./media/inline/3/q/AdobeStock_3067190331.jpeg" alt="Extra Support " title="Extra Support" class="positionleft noborder" style="width: 1000px" /></span></p><h2><strong>Some examples of ways that we may be able to help</strong></h2><ul><li>We can speak to a nominated person on your behalf. You can nominate someone to receive your bills or talk to us for you.</li><li>We can help you to manage your bills by setting up a payment plan for you.</li><li>We can advise you regarding the management of an account following bereavement or whilst awaiting probate.</li><li>We can ensure that bottled water is delivered to your door in the event of an interruption to your supply if it is difficult for you to get out.</li></ul><p>Please feel free to contact us by telephone on <a href="http://tel: 01481 229500">01481 229500</a>, by emailing <a href="mailto:customer.service@water.gg">customer.service@water.gg</a> or by writing to us at PO Box 30, Brickfield House, St Andrew, Guernsey GY1 3AS and we'll do our best to assist you. A member of our Customer Service Team will be on hand to offer friendly, helpful advice regarding any concerns you may have in relation to our services. </p><p><strong>For a directory of additional organisations that may be able to assist you, please visit the Health Connections directory by following the link below</strong>.</p><p class="aligncentre"><a href="https://healthconnections.gg/directory/">The Health Connections Directory</a></p> </div> </div> </section> <div class="shareBar"><div> <span class="social-share"><span class="icon-share"></span>Share this page</span> <div class="a2a_kit a2a_kit_size_32 a2a_default_style"> <a class="a2a_dd" href="https://www.addtoany.com/share"></a> <a class="a2a_button_twitter"></a> <a class="a2a_button_facebook"></a> </div> <script async src="https://static.addtoany.com/menu/page.js"></script> </div></div> <div id="responsibilityContainer"> <section id="responsibility"> <h2>Responsibility to our customers and the environment</h2> <a href="https://www.water.gg/article/158343/View-Our-7-Outcomes">View Our 7 Outcomes</a> </section></div> <section id="footerLinks"> <div> <ul id="actions"> <li> <a href="https://www.water.gg/article/160520/Feedback">Feedback</a> </li> <li id="number"> <span> 24 Hour Contact Number <span>01481 229500</span> </span> </li> <li id="social"> <a target="_blank" href="https://twitter.com/GuernseyWater" class="icon-Twitter"></a> <a target="_blank" href="https://www.facebook.com/GuernseyWater/" class="icon-facetime"></a> </li> </ul> </div> </section> <footer> <img src="./guernseywater1/images/logo.png" id="footerLogo" alt="States of Guernsey" /> <ul> <li><a href="https://www.water.gg/fpn">Fair Processing Notice</a> </li> <li><a href="https://www.water.gg/article/158288/Accessibility">Accessibility</a> </li> <li><a href="https://www.water.gg/article/158289/Links">Links</a> </li> </ul> <p>Copyright © <script type="text/javascript">document.write(new Date().getFullYear());</script> Guernsey Water. All rights reserved.</p> <a href="http://www.submarine.gg" target="_blank" id="sublink" style="color:#1d6bc5;"> Website by <span class="icon-Submarine_logo2016"></span> </a> <img src="./guernseywater1/images/trading-group.png" id="trading" alt="States of Guernsey Trading Group" /> </footer> <a href="#" id="TopLink" class="icon-back" onclick="scrollToTop(); return false;"><span>Top</span></a> <div id="helpPanel"> <div id="hiddenBit"> Have a question or cannot find what you are looking for? Try our support pages. <a href="https://www.water.gg/article/161168/Support-Pages">Go</a> </div> <span>Happy to help <span class="icon-forward"></span></span> </div> <script> $('#helpPanel > span').click(function () { $('#helpPanel').toggleClass('open'); $('#hiddenBit').fadeToggle(); }); </script> <!-- POP OUT PANEL --> <script src="https://static.elfsight.com/platform/platform.js" async></script> <div class="elfsight-app-a8c267c4-a244-40b4-afd9-e81c000e0733" data-elfsight-app-lazy></div> </body> </html>