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The Priority Services Register

From notice about planned power cuts, to large-print bills and braille. There are lots of ways we can help you out.

Who can apply and how?

You can apply for the Priority Services Register (PSR), or a family member/carer can apply on your behalf, if you’re:

  • Disabled

  • Chronically sick

  • Bedridden

  • Living with dementia

  • Of pensionable age

  • Living with children under 5

  • Experiencing mental health issues

  • Living with learning difficulties

  • Unable to speak English

  • Experiencing difficulty due to life-changing events (things like: an operation, pregnancy, or bereavement).  

Choose from 3 ways to apply:

  1. Print out this application form and post it to us.

  2. Fill out this application form online.

  1. Call us on 0330 303 5063 (Monday to Friday 8am-6pm) and we can register you over the phone.

The PSR is completely free and confidential and it means you’ll always get the help you need, particularly in an emergency.

How can the Priority Services Register Help?

We’ll work out exactly how to support you when you apply, but here are some things we can do:

  • Give you notice if we know about a planned power cut, which is especially important if you have medical equipment that needs powering.
  • Send your OVO bills in braille or large print; or send duplicates of your bills to a friend, carer, or family member.
  • Move your prepayment meter if possible, so that it’s easier to reach if you’re disabled or chronically sick.
  • Provide a free annual Gas Safety Check if you’re eligible to receive one.
  • Send an engineer to read your meter (if you don’t have a smart meter) and arrange a password for the engineer to give you before you let them enter your home.
  • Read your bills out to you each month if you’re visually impaired.

About your personal info...

When you sign up to PSR, you’re consenting to your data being stored on our secure systems. We’ll never share it with anyone for marketing purposes (so you won’t receive sales calls). But sometimes we’ll share it with those who supply and maintain the supply of electricity, gas and water to your home, including:

  • Meter operators.

  • Engineering partners.

  • Network operators.

  • Water and sewerage companies.

You can tell us not to share your data, but it means we might not be able to meet your needs. For example, in the event of a power outage, we couldn’t tell a network operator to prioritise your power should you need it. We also couldn’t include you in our password scheme or give you a Gas Safety Check.

You can read more about how we protect your sensitive personal data through our PSR, and more generally, in our privacy policy.  

Your water company

Remember to get in touch with your water company if you want to join their PSR too.

Power of attorney

Call us on 0330 303 5063 (Monday to Friday 8am-6pm) to add a power of attorney to your account.


Further help

For more help you can take a look at our booklet, it's full of ideas that can make a difference when managing your energy. 

View booklet


If you’re hard of hearing...

You can always have a British Sign Language interpreter help you manage your energy. To make that happen, we’ve teamed up with SignVideo – a free service available for you anytime from Monday to Friday, between 9am-5pm.

It’s super easy to use
Just hit this link to connect and tell your interpreter how we can help you. They’ll then feed your question back to us, and vice versa. You don’t need any special equipment or training to use this.* And it works from anywhere (as long as you have internet), and from any device (like a PC, Mac or tablet with a webcam, or a smartphone).

First time using a BSL service?
All you need to do is click the link above, download the SignVideo Live plug-in and create an account. Easy, as it should be.

Related FAQs

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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.

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