The Priority Services Register is a free support service to help people in vulnerable situations. Energy suppliers and network operators offer this support; each keeps their own register. You need to contact your energy supplier or network operator to get on it.
Additional help offered by suppliers to those on their register includes…
- Move your pre-payment meter if you struggle to get to it
- Send someone to check your meter regularly
- Send your bills to another person – for example, a family member or carer
- Send you bills in large print or braille
- Give you extra support if you have a power cut – for example, sending someone to check on you and providing hot meals
- Advance notice of planned power cuts. If you rely on your energy supply for medical reasons your network operator can tell you about planned power cuts. For example, when they plan engineering work.
- Priority support in an emergency. Network operators could provide heating and cooking facilities if you are cut off supply.
- Identification and password scheme. This could include arranging a password or agreed on picture cards if callers need to visit or contact you. This way you can feel confident they are genuine.
People could be eligible for the Priority Services Register if they….
- Need to be supported in a particular way
- Would struggle to maintain your well-being if you lost your energy supply for any amount of time
- Are of pensionable age
- Are disabled
- Are chronically ill or have a long-term medical condition
- Have hearing or visual impairment or other communication needs
- Are pregnant or have children under the age of five living with you
- Have a mental health condition that causes you difficulty in understanding your bill
- Cannot top up pre-payment meters due to injury
- Need extra support due to temporary circumstances
- Suppliers can pass your details to your network operator (the company that manages your gas and electricity cables) to add you to their register too. This is recommended if you rely on your energy supply for medical reasons.
It might be possible to register for other reasons that aren’t listed above as there is not a definitive set of rules to check eligibility against. Suppliers will assess the circumstances and offer appropriate available services to suit their customer.
How to apply…
Apply by contacting your energy supplier or network operator; give them your contact details and as much information as you can about your needs.
Your supplier can pass your details to your network operator to add you to their register. It’s a good idea to ask them to do this if you rely on your energy supply for medical reasons.
If you have a different supplier for your gas and electricity, you need to contact them both.
You’ll need to register again with any new supplier if you switch supplier.
