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What is the Priority Services Register?

If you have specific needs or are medically dependent on your energy supply, you can apply to be on our Priority Services Register (PSR).

We can provide extra services for customers who have specific requirements. 

Our Priority Services 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 Services 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 PSR?

Once you’re on the Priority Services 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 PSR 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.

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 Services 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 PSR?

If you think you should be included on the Register, or you want to apply on someone else’s behalf, please 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 to fill in by hand and post to us.

Download the PSR form here

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

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