Priority Services Register

Priority Services Register

The Priority Services Register is a free support service that makes sure extra help is available to people in vulnerable situations.

Eligibility to be added

You are eligible if you:

  • – have reached your state pension age
  • – are disabled or have a long-term medical condition
  • – are recovering from an injury
  • – have a hearing or sight condition
  • – have a mental health condition
  • – are pregnant or have young children
  • – have extra communication needs (such as if you don’t speak or read English well)
  • – need to use medical equipment that requires a power supply
  • – have poor or no sense of smell
  • – would struggle to answer the door or get help in an emergency

You might still be able to register for other reasons if your situation isn’t listed. For example, if you need short-term support after a stay in hospital. 

How to register

Your energy supplier and Network operators will keep a Priority Services Register. If you think you should be added to it, please contact your energy supplier. 

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 too.

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. 

Help you can get

  • Priority support in an emergency.Priority support when calling your network operator.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. 

  • Nominee scheme. You can nominate someone to receive communications and bills from your supplier. For example, a family member, carer or someone you trust.

  • Help with prepayment meter access. For example, moving a meter if you can’t safely get to it to top up.

  • Regular meter reading services. For example, if nobody can read your meter.

  • Accessible information. For example, account info and bills in large print or braille.

  • Help reconnecting your gas supply, if you need it.

Suppliers and Network operators could offer other support services. We would advise you to ask them how they can help you.