All utility companies, including gas and electricity suppliers, are obliged to offer a range of FREE services and additional benefits to support their most vulnerable customers. The free services listed in this guide are available to all mains gas, electricity, and water customers who meet the eligibility criteria.
You can ask to be added to the Priority Services Register if you:
are of state pension age have a disability or a long term medical condition
are recovering from an injury have a hearing or sight condition have poor or no sense of smell have a mental health condition are pregnant or have young children have extra communication needs need to use medical equipment that needs a power supply would struggle to answer the door or get help in an emergency
By joining the Priority Services Register, the following free services may be provided:
Priority support
You can receive priority support in an emergency and when calling your network operator. For example, you may be provided with a dedicated number to call during a power cut.
Advanced notice of power cuts
Wherever possible, you can receive advanced notice of scheduled power cuts and any planned disruption.
Alternative bill formats
Your bill can be made available to you in a more convenient format, such as large print, braille or Talking Bills.
Alternative bill recipient
If you would find it helpful, you can nominate someone else to receive communications and bills from your energy supplier. The responsibility for paying the bill will still be yours, but your nominee can help you manage your account.
Free gas safety check every 12 months
You can arrange to have a free safety inspection of all gas appliances and pipework.
Meter reading
If you have difficulty reading your meter, your supplier can arrange to read your meter more regularly and supply more accurate bills. If you have an older style dial meter, you can contact your supplier to see if they will change this for a digital meter which will be easier to read.
Moving
and changing meters
If your meter is difficult for you to access or reach, your supplier can look into moving it to a more convenient location. This move should be free of charge.
Password scheme
You can arrange with your energy supplier to have a secure password, so you can feel confident that any call or visit from your supplier is genuine.
Be prepared in the event of a power cut
Keep a wind-up or battery-operated or solarpowered torch ready. Don’t use candles or a paraffin heater.
Your home phone may not work in a power cut. Use your mobile phone or an old analogue phone. You may wish to keep a battery/solar charger to hand, so you can recharge your mobile phone or tablet.
Consider using a surge protector plug or an Uninterruptible Power Supply (UPS) for any sensitive electrical equipment, e.g. computers or medical equipment.
Make sure any medical equipment has a battery back-up, in the event of a long power cut.
If you have a mains-operated stair lift, see if there’s a manual release handle to return the stair lift safely to ground level, if needed. Some stair lifts have battery back-up. If yours has no battery back-up, contact your supplier /manufacturer to see if it’s possible to get one fitted.
Top tips if you have no power:
Look outside and see if your neighbours‘ lights are on. Are the street lights on?
If you are able, check your trip switch is in the ON position. If your trip switch is in the OFF position, switch off all your appliances and try to reset your trip switch.
If you have a key meter and the display is lit up, contact your energy supplier.
Power cut top tips
Leave a light switched on, so when the power returns, you’ll know straight away.
Save battery power on your phone, tablet or laptop by limiting its use.
Keep your freezer door shut - contents can stay frozen for up to 12 hours. When the power returns, check to see if any of your freezer contents have defrosted and if so, do not refreeze.
Turn off and unplug any appliances that might get hot, as when the power returns, you may have forgotten they were left switched on.
Turn off and unplug sensitive equipment, e.g. TV, computer or solar panels.
Priority Services Registers are offered by network operators and energy suppliers and each keep their own register. Joining should be fairly straightforward, so if you qualify, make sure you are registered with each utility separately.
A relative, carer or advocate can also do this for you, or you can contact Community Energy Plus for further assistance.
Network operators
Electricity - National Grid
www.nationalgrid.co.uk/customers-and-community /priority-services or call 0800 096 3080 Need
Water - South West Water
www.southwestwater.co.uk/household /help-support/practical-help or call 0344 346 1010
Mains Gas - Wales & West Utilities
www.wwutilities.co.uk/services/priority-customers /priority-services-register or call 0800 072 6202
Energy suppliers
For both Gas & Electricity - contact your energy supplier search online using your supplier's name and 'Priority Services'
