Money Matters: Get extra help from your energy supplier with the Priority Services Register

Many people could be entitled to free support from their energy supplier through the Priority Services Register, but don’t realise they are eligible.

The resister exists to help suppliers identify households that are vulnerable or may need extra help, for example because they have a disability, young children, a language barrier.

Your supplier may also need to tailor how they communicate with you if you have a hearing or visual impairment, or mental health condition.

There are also people who depend on their energy supply for medical equipment or because of a medical condition.

If you are over state pension age, are pregnancy, would struggle to answer the door or get help in an emergency, or if you have a poor sense of smell, you could also qualify.

If any of these apply to you, you should ask your energy supplier to be added to their Priority Services Register.

Being on the register will ensure that your supplier understands your needs, so they can communicate appropriately with you and offer you appropriate support. You’ll get priority in an emergency and when calling your supplier, and advance warning of planned power cuts wherever possible.

If you get your gas and electricity from different providers, you will need to get in touch with them both.

If you change address but stay with the same supplier, you will stay on their register. However if you switch supplier you will need to register again.

You can be on the register even if you’re not the account holder, or if you don’t pay energy bills for example because they are included in your rent.

If you think you should be on your suppliers’ priority services register but need help contacting them, you can ask someone to do it on your behalf.

Wrekin Housing Group customers can also get in touch with our Energy Advisor by contacting our Money Matters team.

If you meet any of the criteria for the register, you may also be exempt from having a pre-pay meter fitted without your agreement.

This is sometimes known as force-fitting, and was banned as a practice altogether from February 2023 to January 2024 amid concerns for vulnerable customers.

However a growing number of suppliers have now met the strict new criteria set by Ofgem to be allowed to re-start involuntary installations of pre-pay meters to customers with debt on their energy accounts.

Among the first suppliers to be granted the permission early last year were Scottish Power, Octopus, EDF, E.ON, Tru Energy, Utility Warehouse and Utilita. OVO Energy has been allowed to re-start the practice since September last year, and this month Good Energy has been added to the list.