The Priority Services Register (PSR) could allow you to access a number of priority services including free gas safety checks, meter moves and many other services which you will find later in the page.
Some of the reasons you might want to join our PSR are if you or someone in your household:
There are many more reasons that could make you eligible for extra help you if you signed up to our PSR, find the full list in our Additional Support Charter.
If we become aware that you would benefit from any of our Priority Services, we’ll get in touch to offer to add you to our Register. Or you can ask to join our Priority Services Register if you think you’re eligible.
To apply, please login to your account and select the option ‘Help and Advice’. From the drop-down menu select the option Priority Services Register and click on the option to apply.
If you can’t login to your account, then you can call us on 0345 270 0700 from Monday to Friday 9am until 5pm.
If you’d like to know more about our Priority Services Register, please read our Customers Requiring Additional Support Charter.
It means you can access a range of services to help you manage your energy account if you need extra support.
Our 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 tell your local electricity distribution company if you need power for medical equipment. They will let you know before any planned power outages take place. 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.
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.
Free gas safety check eligibility - You’ll be eligible for a free annual gas safety check if you own and occupy your own home and receive a means tested benefit:
• You also need to live with at least one child who is aged under five years old
• Or be of pensionable age, disabled or chronically sick and either: live alone, or live with others - all of whom are of pensionable age, disabled, chronically sick or under 18.
• And you can’t have already received a gas safety check within the past 12 months.
If you rent a property, your landlord is responsible for arranging an annual gas safety check.
Free financial advice – Through the PSR you will have access to a free phone number that will let you contact us for finical advice. If you are struggling to pay for your energy, please get in touch and we can see how best we can help you. If you’re wanting to find out more ways we can help outside of the PSR, read our affordability page.
Through the priority services register we offer various different forms of communication.
Communications in alternative formats: We offer Braille, large print or compact disc. To register for these services, please apply to be added to our Priority Service Register.
If you have hearing or speech difficulties, we have lots of ways that you can communicate with us that don’t involve calling. You can:
• set up and alter your account details on our website
• use our Webchat on available pages
• e-mail or write to us
• use Facebook Messenger for private communications
• follow us on Twitter and Facebook
•contact Relay UK who offer services that can help you contact us
• visit Sign Live
If English isn't your first language, we can provide interpreters for many different languages to help you discuss your energy account.
Nominated Person Scheme: Our nominated person scheme means you can nominate another person, such as a relative or friend, to receive bills and other communications for you and help you make sure they’re paid on time. This is really useful if you have sight difficulties or need additional support with your communications. Please contact us if you want to arrange this.
Last updated: 18 March 2025