What is our Priority Services Register?

It provides a range of services to help you manage your energy account if you need extra support. And, they’re available at no additional charge.

You can join our Register if you, or someone in your household:

  • Has a disability
  • Has a chronic illness
  • Is of pensionable age
  • Is blind or partially sighted
  • Is deaf or hard of hearing
  • Has another type of special need
  • Has had a change is personal circumstances (e.g a bereavement or divorce)

If we become aware that you would benefit from any of our Priority Services, we’ll offer to add you to our Register. Or you can ask to join our Priority Services Register if you think you’re eligible.

Call us
0800 027 0072

Monday to Friday 8am - 10pm & Saturday 8:30am - 6pm


Our range of services to help include:

Help Communicating with Us
  • Communications in alternative formats – we offer Braille, large print or Compact Disc
  • Nominated Person Scheme – nominate another person to receive your bills and other communications for you. Useful if you have sight difficulties or need additional support with your communications
  • Hearing or speech difficulties? – We have lots of ways that you can communicate with us that don’t involve calling. You can:
    • Go to our website and:
      • set up and alter your account details
      • use our web-chat available on many of our pages
    • e-mail us or write to us
    • use Facebook Messenger for private communications
    • follow us on Twitter and Facebook
    • contact the Next Generation Text Service who offer services that can help you contact us. Visit www.ngts.org.uk
  • Don’t speak English? – we can provide interpreters for many different languages to help you discuss your energy account.
Help Staying Safe & Secure
  • Password Service - we can hold a personal password securely on our system for our representatives to quote when they visit you.
  • Continuous electricity supply – we will notify your local electricity distribution company if you have essential medical equipment that relies on electricity to make sure you are notified in advance of any interruption to your supply. They’ll also prioritise your reconnection if there’s an unexpected power cut.
  • Help with meter readings – we can provide a more frequent meter reading service for you
  • Free gas safety check – an annual gas safety check. Further eligibility criteria apply
  • Meter Moves – if it’s not practicable for you to continue to operate your prepayment meter we’ll arrange to move or remove it free of charge.


Your water company will also offer a range of additional services that may be of help. You can find out more at ofwat.gov.uk or contact your water company directly.

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For more information or to join our Priority Services Register, please get in touch

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