The Priority Services Register is a free service provided by suppliers and network operators to provide extra help to vulnerable customers. Each energy supplier maintains its own register, and you have to apply through your supplier.

You also can receive more information about the Priority Services Register through Ofgem or Citizens Advice Bureau.

Who is eligible

You'll normally be able to get priority services if your energy companies class you as 'vulnerable'. You could be eligible if you:

  • are disabled or have a long-term health condition
  • are recovering from an injury
  • have mental health problems
  • don't speak or read English well
  • have children under 5 or are pregnant
  • have reached your State Pension age

What support can you get by signing up

The type of support you can receive will depend largely on your circumstances and what is offered by the supplier. Help that you could receive includes:

  • Advance notice of planned disruptions (e.g. planned maintenance work by your water / gas supplier) 
  • Priority help in the event of a utility disruption (e.g. power, electricity or gas cut) 
  • Password scheme so you can easily identify callers and visitors from the utility company
  • Bills and account information in accessible formats such as large print, Braille and audio
  • Meter readings
  • Nomination of an authorised friend / family member / third party person to support account management
  • Arrangements to ensure that it’s safe and practical for you to use your prepayment meter. 

Who can I receive these services from

  • UK Power Networks – You can register for extra support in the event of a power cut. You can apply online, by email (psr@ukpowernetworks.co.uk/) or by calling their Freephone number (0800 169 9970)  
  • Thames Water – You can register to receive extra support in the event of a disruption to your water supply (e.g. if you are medically dependent on water or on dialysis). You can apply online, by email (ecs@thameswater.co.uk) or by phone (0800 009 3652) 
  • SES Water – You can register to receive extra support in the event of a disruption to your water supply (e.g. if you are medically dependent on water or on dialysis). You can apply online or by phone (0173 7772 000)
  • SGN – You can register to receive extra support in the event of a disruption to your gas supply. You can either register with your supplier directly, or SGN can help you with this online, by email (customer@sgn.co.uk) or by phone (0800 975 1818).

You can receive more information about the Priority Services Register through Ofgem or Citizens Advice Bureau.