Priority Services Register and extra support
Need support with a disability, illness, or mental health? Get the extra help you need by joining the Priority Services Register – or from one of our partners who offer support.
What is the Priority Services Register?
The Priority Services Register (PSR) is a free service offered throughout the energy and water industries. It's available to customers in England, Wales and Scotland.
Read our frequently asked questions for more information.
Giving you extra support and advice when you need it
Here is just some the extra help you can get from us and our support partners:
- 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
- Getting help to read your meter – whether that's getting a smart meter installed or arranging for someone to read your meter regularly
- Arranging for someone you trust to manage your bills for you
Support we offer our customers
Do you – or someone you know – need extra support? Have a look below to see the advice and support you can get from EDF and our support partners.
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've teamed up with IncomeMax to help customers on low incomes get all the benefits, grants and financial support they can get (even if they’re working).
Find out how to maximise your income with the IncomeMax Self-Help Checklist – or ask IncomeMax to contact you.
Support for your specific needs
We've teamed up with wellbeing assessment provider TellJo to help certain customers on the Prioirity Services Register get the help they need.
If you've joined the PSR – and you fit the criteria – you'll automatically get a text or email from TellJo. This will invite you to complete a short online assessment, so we can get you the help you need.
Help from EDF's Customer Support Fund
Our Customer Support Fund helps customers who are in financial difficulty and behind on their energy bills. It offers:
- Debt clearance – we can help pay off your energy debt.
- Energy-efficient appliances – including cookers, fridges, and washing machines to help reduce future energy costs.
To apply, first get independent budgeting and debt advice from a charity like Citizens Advice - they can help you understand your finances and options for managing debts - then complete our simple application form.
Staying safe with medical equipment
Let us know if you have essential medical equipment that needs an uninterrupted power supply when you join the PSR. We can then help you stay safe.
We'll also make sure that your electricity distribution network operator, gas transporter and water supplier are also aware of your needs. This means they can support you in case of a power outage.
Free gas safety checks
If you get certain benefits or a state pension, you might be able to get a free gas safety check once a year.
You'll need to fill out a form each year to apply for your gas safety check (the form will help you work out if you qualify).
If your application is successful, we'll arrange for a Gas Safe engineer to visit you to check your gas appliances and fittings.
Need some help?
You can call us on 0808 160 6906
Monday to Thursday 8am-6pm Friday 8am-4pm
Ways we can help
Our booklet is packed with ways in which we can help you, provides information on the additional services available and some top tips for managing energy and your home.
Need support managing your account?
Bill Nominee Scheme
Do other people help you with your bills, statements and letters? If so we can help by sending your communications directly to them. Just let us know the name and address of the person, friend or carer who has agreed to help and we’ll take care of it.
Setting Up a Lasting Power of Attorney
If you want someone to take full responsibility for managing your account—especially if you're unable to do so yourself—you’ll need to arrange a Lasting Power of Attorney through the official Government Website.
Once it’s registered, please email us at hello@edfenergy.com with either a copy of the documentation or the access code provided by the Office of the Public Guardian. We’ll then update our records so they can handle everything for you.
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.
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 your meter to a safer place. Or we can exchange it to give you a more suitable payment method at no extra charge.
Call us on 0808 160 6906 for free. We're open Monday to Thursday 8am to 6pm; Friday 8am to 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 get an accessible in-home display, which has high-contrast, tactile buttons and speech options for easy use.
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.
