Our Priority Register is a way of ensuring we’re helping any customers who:
Need to be supported in a particular way.
Need tailored communications.
Would struggle to maintain their well-being if they lost their energy supply.
This helps us make certain we’re treating every customer as fairly as possible.
If you’re an OVO energy customer and you need extra help managing your energy account – help with reading your meter, for example – or would be in serious difficulty if you lost your energy supply, please let us know. See the end of this article for details of how to get in touch with us.
Once you’ve contacted us, we’ll register you over the phone or send you a form so you can apply to join our Priority Register. It’s completely free and confidential, and it means you’ll always get the help you need, particularly in an emergency.
Once you’re on the Priority Register, we’ll know that you might need extra support. We can help you in any of these ways if they’re appropriate to your needs:
We can sort out free quarterly visits to read your meter.
We can provide your OVO bills in different formats (such as large print).
If you have a prepayment meter and it’s difficult for anybody in your household to reach due to disability or chronic illness, we might be able to move it somewhere easier for you.
We can provide a free annual Gas Safety Check if you qualify for one.
We can send duplicate copies of any letters, documents or emails to a friend, carer or relative chosen by you.
If we need to send an engineer to read your meter, and you’re anxious about letting them into your home, you can arrange a password with us, which the engineer will have to provide before you let them in.
If your well-being is critically dependent on your energy supply, we can make sure you get longer notice than usual if it needs to be turned off.
It's worth noting that Priority Services are also available with your water supplier.
Anyone who is vulnerable because of age, chronic illness, disability or personal circumstances. For example, you could apply if you’re:
Living with children or young people under 18
Blind or partially sighted
Deaf or hearing impaired
You could also qualify to join the Priority Register if your movement is restricted or you have difficulty walking – if you’re in a wheelchair, for example. You might have a long-term or serious illness, a heart condition, arthritic hands, breathing difficulties or speech problems.
You should also apply if you depend on electricity to keep any of these running in your home:
Yes of course. If you’re a carer for, or a friend or relation of, an OVO energy customer who you believe should be on the Priority Register, get in touch to let us know.
They could qualify to be on the Register if they have dementia or learning difficulties, if they’re confused, if they speak very little English (or none), or if they meet any of the criteria in the section above.
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