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What is the Priority Services Register?

If you’re medically dependent on your energy supply or need extra support managing it, we can help.

What extra services does OVO provide for customers who have specific requirements?

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.

What are the benefits of being on the Priority Register?

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.

Who is eligible to join the Priority Services Register?

Anyone who is vulnerable because of age, chronic illness, disability or personal circumstances. For example, you could apply if you’re:

  • A pensioner

  • Living with children or young people under 18

  • Disabled

  • Chronically ill

  • Blind or partially sighted

  • Deaf or hearing impaired

  • Bedridden.


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:

  • Kidney dialysis machine

  • Heart/lung machine

  • Ventilator

  • Nebuliser

  • Oxygen concentrator

  • Apnoea monitor

  • Bath hoist

  • Stair lift.

Related FAQs

The Warm Home Discount (WHD)

Find out what it is, how you get it – and everything in between.

Debt and energy assistance

Find out ‘what’ to do and ‘where’ to get support when you can’t pay your bills.

Cold Weather Payments

Find out what they are, how you qualify – and everything else you need to know.

Can I apply on behalf of someone else?

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.

How can I apply to be on the Priority Register?

If you think you should be included on the Register, or you want to apply on someone else’s behalf*, please complete this form

Or to get in touch with us by phone:

  • Call us on 0800 5999 440 or our landline number 01179 303 100 if you’re paying your energy bills monthly by Direct Debit.

  • Call us on 0800 358 3523 or our landline number 01173 701 041 if you’re on one of our Pay As You Go plans.

  • You can also download and print off a form here to fill in by hand and post to us.


We’re here to help Monday to Friday 8am - 8pm and Saturday 9am - 5pm.

*If you're filling out the PSR form on behalf of another person you must have the legal right to disclose this information.

O​VO​ Energy Ltd, registered office 1 Rivergate Temple Quay Bristol, BS1 6ED, company no. 06890795 registered in England and Wales, VAT No. 100119879

Additional terms and conditions
Please see below for full terms and conditions on 33% renewable electricity, 3-5% interest rewards, exit fees and saving claims.

 

1Monthly cost - Representative monthly direct debit costs based on a non-economy-7, dual-fuel, medium user (3100 kWhs elec. and 12500 kWhs gas) paying in advance by direct debit, including online discount.  All rates correct as of 20/3/2018, but may go up or down.

2Weekly cost - Representative weekly costs based on a non-economy-7, dual-fuel, medium user (3100 kWhs elec. and 12500 kWhs gas).  All rates correct as of 22/11/2017, but may go up or down.

3Pay Monthly Savings claims: Saving based on the estimated annual cost of Simpler tariff for a non-economy-7, dual-fuel, medium user (3100 kWhs elec. and 12500 kWhs gas) paying monthly in advance by direct debit, including online discount. Comparisons made against the average of the Big 6 standard variable tariffs with equivalent features. All rates correct as of 20/3/2018.“The Big 6” are British Gas, Scottish Power, SSE, Npower, E.ON and EDF.

4Pay As You Go Savings are based on the average estimated annual costs for new PAYG OVO customers quoted through the OVO website (based on household and/or consumption information provided by those customers), compared to their current supplier and tariff. Comparisons taken between 01/01/2016 and 11/10/16. Incl VAT. Actual savings may vary according to your current supplier or tariff, individual tariff options, household information, consumption and location. 

We include almost twice as much renewable electricity as the national average: At least 33% of electricity in all of our tariffs comes from renewable sources. The national average, according to Ofgem as at March 2014 was 16.7%. For more information please visit this page.

33% of your electricity comes from renewable sources: 33% renewable electricity as standard as of 1st April 2015. Renewable electricity is generated from wind, solar, geothermal, wave, tidal, hydro, biomass, landfill gas, sewage treatment plant gas and biogas.

OVO Interest Rewards: Interest Rewards are paid on credit balances of customers paying by monthly Direct Debit. It is calculated at 3% in your first year, 4% in your second year and 5% in your third year (and every year thereafter) if you pay by Direct Debit. Interest Rewards are paid monthly based on the number of days you’re in credit and the amount left in your account after you’ve paid your bill. Full terms apply: https://www.ovoenergy.com/terms

95% of new customers save when switching to OVO: Savings based on the average estimated annual costs for all new OVO customers quoted through the OVO website, compared to their current supplier and tariff. Comparisons taken between 01/05/2016 and 11/10/16. Incl VAT.

94% of surveyed customers would recommend us: OVO conducted a survey of their customers in between 1st January 2016 and 15th April 2016. Out of 15,312 customers who responded, over 94% rated OVO 6+ when asked 'how likely would you be to recommend us to a friend and family, on a scale of 1 to 10.

uSwitch's Energy Supplier of the Year 2017: OVO energy was voted and awarded  'Energy Supplier of the year' and best for: Overall Customer Satisfaction, Most Likely to be Recommended, Value for Money, Best Deal for You, Customer Service, Billing Services, Energy Efficiency, Meter Services, Online Services, Green Services and Transfer Process. OVO Energy scored a 96% customer satisfaction score.

* EV - Everywhere, full terms and conditions: https://www.ovoenergy.com/ev-everywhere/terms

* OVO SolarStore (Beta), full terms and conditions: https://www.ovoenergy.com/ovo-solar-store/terms

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