Priority Services Register

The Priority Services Register (PSR) is a register where energy suppliers and other relevant parties (such as the electricity networks and gas distributions networks) hold and maintain the details of customers who may require non-financial support due to their personal circumstances or characteristics.

This confidential service allows us to see which of our customers require specific services to help manage their account and remain on supply. These services are provided free of charge.

Once on this register, we can:

  • Nominate a friend or family member to act on your behalf
  • Arrange for someone to attend your property 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 location
  • Supply large print or braille correspondence if you have sight problems
  • Contact you if we see your supply has gone off and you require a constant supply due to a medical condition – Please note in order for this service to be applicable you will need to have a smart meter installed within your home
  • Add a password so only you or your nominated friend or family member can access your account. You can do this by calling our Contact Centre and one of our customer care advisors will help.

You may be eligible to join our PSR if you, or a member of your household are:

  • Chronically/seriously ill
  • Of pensionable age
  • Physically impaired
  • Have a Careline/Telecare system
  • Rely on electricity to power medical machines (dialysis, feeding pumps, oxygen concentrators, stair lifts, bath hoists etc.)
  • Blind/partially sighted
  • Deaf/hearing impaired
  • Mental health
  • Require additional presence in the property
  • Have a poor sense of smell
  • Developmental conditions
  • Unable to communicate in English (including sign language)
  • Have speech difficulties
  • A young adult householder (under 18)
  • In post hospital recovery
  • Experiencing difficult or major life changes
  • Restricted hand movement
  • Families with young children 5 or under
  • Unable to answer door/restricted movement

Priority Services Register

In order for us to provide you, or a member of your household, with extra care and support – we need to establish whether you have any priority requirements.

Register

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If you’ve lost supply, you can call our Emergency Line every day from 8am to 10pm on 03452 068 999
General Enquiries

Call us Monday to Friday, 8am to 8pm and Saturday, 8am to 5pm on 03303 337 442
Or if you’re moving home on 03452 068 777

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Call us Monday to Friday, 8am to 6pm on 03330 156 662

Available 24/7

Top-up over the phone on 03452 068 333
Pay a bill on 03300 537 657

Lost supply? - please call our Emergency Line on 03452 068 999 so we can get you back on supply quickly!
This number is reserved for loss of supply enquiries only (Open 8am - 10pm, 7 days a week)

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