The Priority Services Register (PSR) is a register where energy suppliers maintain a list of vulnerable customers who may need additional non-financial support. By joining the PSR, we can tell other relevant groups, such as the electricity networks and gas distributions networks, to make sure they’re doing everything they can to keep you on supply. These services are provided free of charge.
Once on the register, we can:
Let you nominate a friend or family member to act on your behalf.
Arrange for someone to visit your home to read your meters, free of charge.
Arrange for your meter to be moved for ease of access, if your meter is in an inaccessible place.
Send letters out in large print if you have sight problems.
Organise British Sign Language interpreters to join calls when we contact you.
Arrange additional support if you require a constant supply of energy for medical reasons. Please note, you’ll need to have a smart meter installed for this service.
Add a password so only you or your nominated friend or family member can access your account. You can also do this by calling our Customer Care Team on 0345 207 2000.
You may be eligible to join our PSR if you, or a member of your household, meet one of the conditions below:
Have a chronic or serious illness.
Are of pensionable age.
Are physically impaired.
Have a Careline or Telecare system.
Rely on electricity to power medical machines (dialysis, feeding pumps, oxygen concentrators, stair lifts, bath hoists etc.)
Are blind or partially sighted.
Are deaf or hard of hearing.
Suffering from a mental health condition.
Require additional presence in the property.
Have a poor sense of smell.
Have learning difficulties or developmental conditions.
Unable to communicate in English (including sign language).
Have speech and language difficulties.
Are young adult householder (under the age of 18).
Are in post-hospital recovery.
Experiencing difficult or major life changes.
Has restricted hand movement.
Are a family with young children aged 5 or under.
Unable to answer door or have restricted movement abilities.
If any of the above applies to you, then you can apply to be put on our Priority Services Register by clicking this link. Alternatively, give us a call on 0345 207 2000, and we'll do all we can to help.
