The Priority Services Register
An unexpected interruption to your energy supply can be more challenging for some customers.
As a Priority Services customer, you can receive extra advice and support. Join today if you rely on gas, electricity or water for medical reasons, have mobility issues or serious health condition, are of pensionable age, have a sensory or cognitive impairment, care for children under five or have additional communications needs.
Extra support when you need it
Joining the Priority Service Register today will give you peace of mind if your gas supply is ever affected in the future.
If any of the medical or personal circumstances below apply to you, or someone in your household, sign up. Check out our online form to see full eligibility details.
If you’re not sure if your eligible, but feel you would need extra help if you’re ever without gas, contact our team for advice and support. Email us at [email protected] or call freephone 0800 040 7766 (option 4).
-
Medically dependent on gas, electricity or water
-
Of pensionable age
-
Live with a serious illness, mobility issue or mental health condition
-
Families with young children five or under
-
Have a sensory or cognitive impairment
-
Need alternative communications support (e.g. British Sign Language or an interpreter)
-
In need of temporary support (e.g. post hospital recovery, major life change, young adult householder)
How it works
The Priority Services Register is there to support you before, during and after a disruption to your energy supply.
If your gas supply is interrupted, we’ll get in touch with you. Here are some of the ways that we can support you.
It’s free, quick and easy to join the Priority Services Register. Apply online, by phone, or through our website.
You can also sign up through your electricity or water supplier, local electricity distribution network operator or thepsr.co.uk. Once registered, your details are stored securely.
If you’re ever without gas unexpectedly, we’ll ensure you’re supported and kept up-to-date on what our teams are doing to safely restore your gas supply as soon as possible.
-
Apply online
Fill out our secure online form and become a Priority Services customer today.
-
Email or call us
If you need us, you can email us on [email protected] or call us for free. To speak to our team call, 0800 040 7766 (option 4).
-
Don't speak English
Call the team on 0800 040 7766 (option 4), and we can arrange a LanguageLine interpreter. Our frontline teams can also access this service to support you.
-
Not sure if you're already signed up?
You can still complete our online form to join and we’ll check to make sure you are registered and that your details are up-to-date.
Helpful information
-
How do I become a Priority Services customer?
You can choose from a range of ways to join.
Complete our online form. It’s quick and easy to do and you’ll get confirmation that you’ve joined the Priority Services Register. Alternatively, you can email or call our Customer Care Team who can advise if your eligible and will sign you up. Email [email protected] or call freephone 0800 040 7766 (option 4).
-
What extra help and services can you provide?
We can offer a variety of additional services, including:
Password protection: we can agree a password with you so if you speak to a member of our team or we visit your home you can be sure its a legitmate call or visit. Find out more about this service by contacting our our Customer Care Team on [email protected] or call freephone 0800 040 7766 (option 4).
Additional communication needs: we can provide facilities which enable customers with additional communication needs to discuss our services further.
Our website includes the ‘ReciteMe’ software tool, which provides customer with help and support for those who have extra communication needs.
Customers can also use our Text Relay service and our frontline and Customer Care teams can access interpreters to help share vital information about your gas supply to keep you safe.
-
Contacting relevant suppliers
If we identify a customer who would benefit from joining the free Priority Services Register and receiving extra support and advice, we help get them signed up.
This ensures that their utility suppliers and local electricity distribution network operator are also made aware of their circumstances and any extra support they may need if their gas, electricity or water supply is ever affected in the future.
-
Ensuring our teams are trained and ready to support you
We are proud to have fully trained engineers and customer service colleagues who can support our customers, especially those who may need extra help due to their medical or personal circumstances.
They:
- are trained to identify customers would benefit from joining the Priority Services Register,
- offer additional support to existing Priority Services Register customers,
- always carry an ID badge which is visible at all times,
- have access to any pre-agreed passwords, and
- provide additional gas safety information to keep you safe and warm.
They will share information about how to:
- access the 24/7 national gas emergency number (0800 111 999) and what to do if you smell gas,
- be carbon monoxide aware,
- find a Gas Safe registered engineer to check and service any gas appliances in your home, and
- refer you to extra support available from our network of community partners who can offer free energy saving and income maximisation advice.
-
Keeping customer data secure
All our customer data procedures are compliant with current GDPR legislation. For more details, see our GDPR Privacy Statement.