Priority Services Register

 

Need support with stress, illness, bereavement, disability or debt? We’re here to help

What is the Priority Services Register?

The Priority Services Register (PSR) is a free service offered throughout the energy industry. It's available to customers in England, Wales and Scotland. Read our frequently asked questions for more information.

We can give you extra support and advice when you need it. Our priority services include;

  • Getting your bills and letters in large font, Braille or talking bills
  • Making sure your health and wellbeing is protected if there’s a power outage
  • Free gas safety checks to make sure your appliances are safe
  • Arrange for anyone visiting you to have a pre-agreed password to confirm their identity
  • Arrange for a smart meter to be installed, or for someone to read your meter regularly if you can't
  • Giving you the support you need to get on top of all your debts and onto all the benefits you are entitled to
  • Arrange for someone you trust to manage your bills for you

Support we offer our customers

Are you vulnerable, or know someone that is, and need extra help? We provide a range of advice and support including;

Support with managing your money

We work with Citizens Advice Plymouth to give you independent advice to help you manage your money. This includes help to prioritise different types of bills, and support to help you find the right options to improve your situation.

Advice to increase your income

We want to make sure that you get everything that you’re eligible for, and that your income is maximised to its full potential. We've teamed up with IncomeMax to make sure you're not missing out on any state benefits or tax credits.

Use IncomeMaxs' handy guide to view more information on benefits and financial schemes that may be available to you.

Ways to help you stay safe

Let us know if you're if you have essential medical equipment that needs an uninterrupted power supply. This will help us keep you safe.

If you've registered for help from our Priority Services Register, we'll also make sure that the distribution network operator is also aware of your needs, so that they can support you in case of a power outage.

If you receive benefits or a state pension, we may be able to check your gas appliances for free. Read our gas safety check information leaflet (PDF 135KB).

Use our form to check if you're eligible for a free gas safety check. You'll need to apply for this every year.

Help from our Customer Support Fund

If you're vulnerable our Fund could help you with electricity or gas bill debts, and provide essential white goods such as a fridge or cooker.

Step 1: Register for help from our Priority Services. To see how we can support you. We'll help make sure you're on the best energy tariff and see if we can save you money on your future energy bills. You'll also need to have sought independent advice before you apply. We can refer you to speak to one of our partners for free independent advice to help you manage your money and maximise your income.

Step 2: Apply for help from the Customer Support Fund on the Let's Talk website. You'll need to have your EDF account number and current energy debt balances ready, along with details of your household finances and vulnerability. It may be helpful to have your more recent energy bill to hand when you apply. The form will guide you through the process and automatically save so you won't lose your progress.

Get help from priority services

If you need any other help. We're here for you. Call our team on 0800 269 450 and we'll make sure you get the right support for your needs and circumstances.

The vulnerability commitment logo award for gold members

We're proud to be part of the Vulnerability Commitment

The Vulnerability Commitment is a voluntary agreement launched by Energy UK in December 2020. It is open to all energy suppliers in the UK. As part of this commitment, we pledge to go above and beyond when it comes to improving the services we offer our vulnerable customers.

Some of our achievements include:

  • Our COVID-19 lockdown response
  • Our work with partners, including Citizens Advice Plymouth and IncomeMax
  • We are in our tenth year of providing the Warm Home Discount Scheme
  • We introduced the Customer Support Fund (previously known as the EDF Trust Fund)
  • We are working to improve our website accessibility and our online Priority Services Tool

Other ways we can support you

Tips to lower your heating bills

Discover everything you want to know about energy efficiency at home. Whether you want tips on how to lower your heating bills or you need a bit of guidance on energy-efficient appliances, we're here to help. 

Get tips and advice about energy efficiency

Warm Home Discount

The Warm Home Discount Scheme (WHD) is a government-led scheme offering a one-off payment of £140 (inclusive of VAT) towards energy costs

The scheme was introduced by the Government in April 2011 to help customers most in need. Find out more information about the Warm Home Discount Scheme and if you're eligible.

Find out if you're eligible

Move your meter to a better place

Are you, or anyone else in your home, disabled or has difficulty reaching or reading your gas or electricity meter? Don't worry. We may be able to move your meter to a new position so it's easier for you to read.

Get a smart meter

With a smart meter, you'll see exactly how much energy you're spending in pounds and pence.

Due to COVID-19 we've made some changes to how we install smart meters to keep you and our installers safe.

Find out about smart meters and book an appointment.