Help and support

Priority Services Register (PSR)

The Priority Services Register is a confidential register which contains details of any specific needs you think we should know about. Customers with energy services can join the Register, if you are a senior citizen, or disabled, or chronically ill. 

Specific services can be offered to those on our Priority Services Register:  

Meter reading

If you or anyone living with you is unable to read your electricity or gas meters, you can request that we read your meter once every quarter.  

Meter repositioning 

If you have a prepayment meter and find it difficult to access the meter to safely top it up, we can arrange to move it to a more accessible location.  

Special controls and adaptors

If you find it difficult to use a particular appliance, our customer services team can give you advice on specialist equipment that may assist you.

Gas safety check

A free annual check of all gas appliances is available to qualifying customers. These checks are carried out by Gas Safe registered engineers who can give you advice on the condition of your appliances and their continued safe use. 

Password to identify us

A password can be set for when meter readers, staff and representatives need to visit your property.

Large print or Braille bills

If you are registered blind or partially sighted, we can send large print or Braille bills in addition to your standard bill

Audio CD bill invoices

We can supply Audio CD invoices to our PSR customers who are blind or partially sighted.

Nominated bill receiver

You can nominate someone to deal with your account on your behalf.

Advice on using Electricity appliances and fittings

The Energy Efficiency Line can help you with this advice, you can give them a call on 0333 003 5647.

Relay UK

A text relay service that offers text-to-speech and speech-to-text translation services. A Relay Assistant in a call centre acts as a link, enabling people with hearing or speech impairments to communicate with our call centre over the phone.


A video sign language option for customers with speech or hearing difficulties.

How to join

 if you would like more information or would like to join our Priority Services Register as we can post you a form to complete with a return envelope. You can also download an online form and submit it through our 'Email us' option at the bottom of that page.


Keeping you supplied

If you’re on our Priority Services Register, we will ensure your details, including any safety passwords, are passed to both your gas transporter (who is responsible for the pipeline that brings gas to your property) and the local electricity distribution company (which is responsible for the cables that bring electricity into your home), so they are aware of your circumstances in case of an emergency or supply disruption that may affect you.

If your gas transporter or your local electricity distribution company has to turn off your supply to carry out essential work, they will then let you know at least two working days before work starts. While we do our best to ensure a continuous supply, please note that this cannot be guaranteed.

If your gas transporter needs to disconnect the gas supply to your property for safety reasons and you or someone living with you is on our Priority Services Register, your gas transporter will provide alternative heating and cooking facilities so far as is reasonably practical to do so. If electricity is crucial to you, it’s always a good idea to have standby arrangements. 

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