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The Priority Services Register

The Priority Services Register is run by energy suppliers and offers free services for older people and people who have  disabilities or long term ill-health. Utility providers also fund the Home Heat Helpline, a service for vulnerable customers struggling to pay their bills.

Services include:

  • Priority reconnection following a power cut
  • A service more tailored to your needs. For example, you can ask to have your bills and meter readings in Braille, large type or audio tape
  • Moving your meter free of charge to make it easier for you to access
  • Having controls or adaptors provided to make your meter or appliances easier to use
  • Free quarterly meter readings if you tell your supplier you can’t read it yourself
  • Priority reconnection if your supply is interrupted and advance notice if they have to stop your supply
  • Alternative facilities for cooking and heating if your energy supply is interrupted
  • Additional protection from bogus callers with a password protection scheme
  • Arranging for your bills to be sent or copied to someone else, such as a carer, who can help you read and check them
  • Free advice and information about the services available because of your age, disability or chronic illness.

To receive these services, you need to sign up to your supplier’s Priority Services Register. If you have different suppliers for electricity and gas, you will need to register with each. If you have a carer, they can register on your behalf. There is no charge and you can register for all or some of the services.

Your supplier must take steps once a year to inform all its customers about the Priority Services Register and how you can be listed on it.