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Support for vulnerable customers

We offer services to customers that find themselves in vulnerable situations to extend support to them and their household based on their particular circumstances.

We keep a confidential register, called our Priority Services Register (PSR) which is optional to join, however if you fall into one of the categories below we would recommend that you join as your local electricity and/or gas distributor will need to make you aware of any planned interruptions to your supply.

The energy industry allows you to join our PSR if you:

  • are of a pensionable age
  • have a disability, impairment, or are chronically sick. This is particularly important where you are using mains-operated medical equipment to maintain your well-being, and you require advance warning of an interruption in your electricity supply.
  • rely on electrically powered, medical and or mobility equipment
  • have a child or young children aged 5 or under

Services we offer

Even if you’d rather not be on our Priority Services Register, you may be eligible for one or more of the following additional services:

  • Appointing a third party to receive bills and communications
  • Free gas safety check
  • Password or sign for our engineers to use when visiting the home
  • Pedestrian meter read if neither you, or anyone else, can read the meter
  • Moving a Prepayment Meter to enable you to access it safely
  • Specialist bill format if you or anyone in the household is visually or hearing impaired - This includes Braille, large print or audio tape

You can find more information about the services we offer in our policy, Helping our vulnerable customers.

I qualify for these services

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