What is the Priority Services Register?

If you're worried about bills, managing your money or need additional support we're here to lend a hand through our Priority Services Register (PSR). Learn more about PSR promise and view FAQs. It's free to join and provides additional support and benefits, including:

  • Alternative billing formats such as large print or braille - for those with visual impairments,
  • Free gas safety check - ensuring your gas appliances are working safely,
  • Password scheme - just tell us what password you'd like and we'll ensure anyone visiting  your property confirms it with you,
  • Bill nominee schemes - arranging for communications to be sent to a friend or family member.

Remember, you can always call us on 0800 269 450(1) If you are a minicom user, please call 0800 096 2929(1). We're open Mon-Fri 8am-8pm and Sat 8.30am-2pm.

Additional advice with Priority Services Register

We can help you reduce your energy usage and bills through energy efficiency advice and tariff choice. We also work with partners who look into financial help on case by case basis. Leave your details using our Priority Services Register tool, and we'll get you the help you need. 

Managing your money

We're working with Citizens Advice Plymouth to give our customers across the country independent advice to help them manage their money, including help prioritising all sorts of bills and supporting customers to identify all options for improving their situation.

Increasing your income

We want to make sure you’re getting everything you’re eligible for and that your income is maximised to its full potential. So to check there aren’t any state benefits or tax credits you’re missing out on we've teamed up with IncomeMax.

Cutting your energy usage

We have lots of quick and easy ways to save energy at home. They won’t cost you anything, and you could make some real savings on your bills, for example, have showers rather than baths – they can be cheaper and can help you save water too. 

Making sure you're on the right tariff for you

We have lots of different tariffs available and there might be a cheaper option for you. If you're not already paying by Direct Debit and you have a standard credit meter it could be a cheaper option for you because spreading your payments over the year can help you budget. 

If you're worried about the Coronavirus

For more information and advice on the Coronavirus please visit the NHS website. You can also find the latest government response to the coronavirus on GOV.UK.

EDF Energy's Customer Support Fund

EDF Energy’s Customer Support Fund awards grants to some of our most vulnerable customer households to help clear domestic gas and/or electricity debts. It also offers grants for the purchase of essential energy efficient white goods such as cookers, refrigerators, or washing machines.

You should access income maximisation and debt advice before submitting an application. If you would like support with this, we can refer you to one of our external partners who will be able to provide you with independent advice.  Just leave your details on our Priority Services Register tool and we’ll ask them to contact you.

If you have already received money advice, then you can apply to the Customer Support Fund

Priority Services - helping you with your needs

Staying safe

We need to know if you have essential medical equipment that relies on an uninterrupted power supply. We’ll ensure that, for customers on the Priority Services Register, the distribution network operator is also aware of your needs so they can support you in case of a power cut.

Eligible customers will be entitled to a free gas safety check. There’s also lots of advice to stay safe online and keeping warm in the winter months

You may just need temporary help

If you feel you need any other help, just let us know and we’ll see how else we can support you.

You may have had a recent change of circumstances such as recovering after time in hospital, recently bereaved, living with a child under five or you’re a young adult living alone for the first time.

Extra help when you need it the most

There may be times in life when you need a little extra help. Whether it's financial or health-related we want to offer you as much support as we can.

We've teamed up with a range of organisations and charities to offer you extra help when you need it the most. They offer a range of services that vary from practical to emotional support. You can contact them directly or via our Priority Services Form.  Take a look at who we work with.



Support independent living with peace of mind

We've been working with Howz to bring you a home care kit that helps connect families and carers. Once installed, the sensors will learn your routine and send this information to the Howz Service. Changes in behaviour will send an alert to the people you choose to share these with.

Support with energy improvements

Find out if you can get loft insulation, cavity wall insulation or help with your gas boiler replacement with the UK government’s ECO scheme.

Free gas safety check - are you eligible?

If you own your own property and your energy is supplied by us, we may be able to offer you a free gas safety check. You're eligible if:

  • You live with a child who is under five years old; or
  • You are of pensionable age, disabled or chronically sick and live alone; or
  • You are of pensionable age, disabled or chronically sick and live with others who are all of pensionable age, disabled, chronically sick or under 18.


  • You receive a means-tested benefit and
  • You have not had a gas safety check at your premises in the last twelve months.

The safety checks are carried out on gas appliances and gas fittings, free of charge, by a person who is authorised to work on gas appliances. The check includes examining the effectiveness of any flue, the supply of combustion air, its operating pressure and/or heat input; and that it's operating safely.

If any of your appliances fail the gas safety check, they'll be disconnected and labelled as unsafe. You should not use them until they've been repaired by a qualified person. If you rent your home, your landlord needs to carry out gas safety checks annually. If you don't qualify for the free check, make sure you get a qualified engineer to check your gas appliances regularly. If you have any further questions, call us on 0800 269 450(1).