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Priority Services Register


Need support with a disability, illness, or mental health? 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 the following;

  • Getting your bills and letters in large font, Braille or talking bills

  • Making sure your health and well-being are protected if there’s a power outage

  • Free gas safety checks to make sure your appliances are safe

  • Arranging for anyone visiting you to have a pre-agreed password to confirm their identity

  • Arranging for a smart meter to be installed or for someone to read your meter regularly if you can't

  • Arranging 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.

IncomeMax Self-Help Checklist

Ways to help you stay safe

Medical equipment

Let us know 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.

Free gas safety check

If you get benefits or a state pension, you might be able to apply for a free gas safety check once a year. If you qualify, a Gas Safe engineer will visit you to check your gas appliances and fittings.

Do I qualify for a free gas safety check?

Read our gas safety check information leaflet (PDF 135KB)

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:  You'll also need to have sought independent advice before you apply.  You can seek advice through one of the listed independent charities below or choose one that you prefer.

Citizens Advice, StepChange Debt Charity or National DebtLine

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.

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

Need to move your prepayment meter?

Are you struggling to reach your traditional prepayment meter because it's too high? Or do you have someone at home with a disability who can't get to your prepayment meter safely?

We can move it to a safer place at no extra charge. Call us for free on 0800 011 9110.

We're open Monday to Thursday 8am to 6pm; Friday 8am-4pm.

Get a smart meter

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

The in-home display works with your smart meter to help you keep an eye on your energy use and costs. Customers who are blind or partially sighted can benefit from an accessible in-home display which has high-contrast, tactile buttons and speech options for easy use.

Find out about smart meters and book an appointment.

Government schemes and benefits

You may be eligible for certain grants and benefits if you:

  • have reached state pension age
  • have a disability
  • have no income or a low income
  • have missed payments to your energy supplier

Extra help with energy costs during the winter months

Cold Weather payment
- Provides extra support for those who need it when the average temperature in your area you live is recorded as, or forecast to be, zero degrees celsius or below over 7 consecutive days. You’ll get £25 for each 7-day period of very cold weather between 1 November and 31 March.

Winter Fuel Payment -  If you were born on or before 26 September 1956 you could get between £150 and £300 to help you pay your heating bills. This is a one-off annual payment that gets made automatically if you're eligible. 

Helping to keep out of debt

Third-party deductions or fuel direct payments - If you receive certain benefits, you can pay your energy bills or debt over time directly out of your benefits.

Extra support through the Household Support Fund - The government launched a £500m support fund in October 2021. Local councils were awarded extra funding to help customers through the winter. Anyone needing support should contact their local council who can help them access the fund. Read more about the funding and how it works.


Our Vulnerability Commitment

We aim to go above and beyond when it comes to improving our services for vulnerable customers.

We made this pledge when we joined Energy UK's Vulnerability Commitment – a voluntary agreement open to all energy suppliers in the UK.