Priority Services Register

 

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

Helping you during the Coronavirus crisis

Please read our COVID FAQs that cover the main concerns and questions you may have. Many of our customer service advisors are working from home. Although it may take a little longer than normal, we’re still here for you. You can also contact us on Whatsapp on 07480 802942 or text 07481 341928 and we’ll get back to you.

Visit the NHS website or GOV.UK for more information and advice on Coronavirus.

What is the Priority Services Register?

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

Some of the ways we can help:

  • Bills and letters in large font, braille or talking bills.
  • Free gas safety check 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
  • Arrange for someone you trust to manage your bills for you.

Support we offer

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

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.

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 cut.

Check if you're eligible for a free gas safety check and apply. If you’re a gas customer and a homeowner, we may be able to offer you a free gas safety check. You will need to apply for this every year. 

You can also:

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: Contact us to see how we can help. We'll review your current energy tariff and how much energy you use to see if we can save you money on your future energy bills. 

Step 2: Register for help from our Priority Services. We'll help you get free independent advice about how to manage your money and maximise your income.

Step 3: Apply for help from the Customer Support Fund on the Let's Talk website. Your details will not be shared with anyone you've not consented to. It may be helpful to have your most recent energy bill to hand when you apply. The form will guide you through the process and save automatically so you won't lose any information.

Support if someone has has passed away

Looking after someone’s affairs while you’re grieving is never easy. So to try and make this easier, here's some information on what you need to do about their EDF account. You'll also find details for some of our partners and ways they can offer extra help with loss and bereavement.

We also have an online form where you can tell us someone has passed away. Once you submit the form we'll take care of the rest for you.

Who we work with

We've teamed up with a range of organisations and charities to offer you extra help when you need it the most. Check who we work with.

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.

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

Improvements for your home

Ways you can keep safe at home and lower your energy bills.

Free gas safety check

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 will need to apply for this every year.

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.

Get a more energy-efficient boiler – Save £75

You could get an energy-efficient boiler installed. We've teamed up with BOXT to replace your boiler quickly and easily. Spread the cost of the new boiler, and get it installed the very next day.

Get a new boiler through BOXT.

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.