Priority services register

Priority services register

If you or someone you live with is classed as a vulnerable person you may be able to access extra support from your energy or water supplier, by signing up to the Priority Services Register.

This is a free support service to help people in vulnerable situations. For example, you could get extra or priority support if there’s a power cut, such as sending someone to check on you, providing you with a hot meal, or providing heating or cooking facilities.

You could also get help with practical issues, like meter readings or helping you to manage your bills.

Residents of pensionable age, people with disabilities, parents with children under five years old or anyone reliant on medical equipment are among those eligible for support.

Who is eligible?

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

You can register by contacting your supplier or network operator - find out who supplies your energy here

What help can you get?

  • where possible, advanced notice of scheduled power cuts - if you rely on your energy supply for medical reasons your network operator can tell you about planned power cuts (for example, when they plan engineering work)
  • priority support in an emergency or 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 for you
  • accessible information, for example, account info and bills in large print or Braille
  • help reconnecting your gas supply, if you need it

Your supplier or network operator could offer other support services.

Find out more about the priority services register, and other support you could get, on the Ofgem website.

Last updated on 01/12/2023