Priority Services Register

As a heat energy customer there may be times where you need a little extra support. You may be of State Pension age, living with a disability or long‑term illness, have English as a second language, struggling to pay your energy bill or be caring for a child under five. Whatever your circumstances whether, temporary or ongoing, we’re here to help.

To make sure our team can support you in the way you need, we record your requirements on our Priority Service Register (PSR).

How we can support you

We offer a range of services to support our heat energy customers depending on their individual circumstances, including:

Providing bills (Metered only) or communications in alternative formats

Speaking with a nominated person about your account on your behalf

Offering help with payment options ( metered only) and support if you’re struggling to pay as well as sign posting to other support.

Providing additional assistance during heat supply outages that cannot be resolved promptly, by prioritising those customers registered on the PSR

Who can join the Priority Service Register?

You, a family member, carer, or another responsible person can register if you need support for multiple reasons some of the overriding reasons are as follows:

Struggling Financially

Pregnant or young children under 5

Additional Support needs ( Chaperone, English not first language/ learning difficulties)

Temporary impact due to major life event (Bereavement/ job loss etc)

If you would like to be added to our Priority Service Register, you can complete the following form or speak to one of contact centre team on 0333 200 7304 who will be happy to assist you.

Access the Priority Service Register form here.