The Priority Services Register is a free service provided by suppliers and network operators to customers in need. Each energy supplier and network operator maintains its own register. To be added to the Priority Services Register, you simply need to contact your energy supplier.
You can receive the services available if you:
- are of pensionable age
- are disabled or chronically sick
- have a long-term medical condition
- have a hearing or visual impairment or additional communication needs
- are in a vulnerable situation.
If you live with a child aged under five, network operators also offer priority services relevant to your needs. You may also be eligible for priority services from your supplier if you live with a child aged under five. Contact them to find out about the services they provide.
The free services that may be available for priority services customer include:
- Advance notice of planned power cuts. If you are medically reliant on your supply you can arrange for the company that runs your local network (the network operator) to give you advance notice of planned power cuts (for example, where they plan to carry out engineering work).
- Priority support in an emergency. This could involve your local network operator providing alternative heating and cooking facilities in the event of supply interruption.
- Identification scheme. This is to reassure you that callers, for example meter readers, are genuine. Suppliers have to provide additional support to help you identify someone acting on behalf of their company, such as arranging a password or showing an agreed picture card upon visit.
- Password protection. Network operators must offer to agree a password with you (or your representative) that can be used by any representative of the company to enable you to identify them.
- Nominee scheme. Customers can ask their supplier to send communications (such as account statements or bills) to someone you have nominated (for example a family member or carer) who has agreed to receive them.
- Arrangements to ensure that it’s safe and practical for you to use your prepayment meter. For example, moving a prepayment meter if you are unable to access it safely to top it up.
- Meter reading services at appropriate intervals. If no person occupying the premises is able to read the meter and there isn’t anyone else that the customer can nominate to read the meter on your behalf, your supplier may be able to read it for you.
- Accessible information. Account and bill information in an accessible format, for example in larger print or braille.
See more information on the assistance available through the Priority Services Register for people in need.