Energy Suppliers and network operators are required to keep a register of customers who, by virtue of their circumstances, might need additional information, services and support. These services are available to customers who:
- Are of pensionable age
- Are disabled or chronically sick
- Have a long-term medical condition
- Have a hearing/visual impairment or additional communication needs
- Are in a vulnerable situation
DNOs (electricity Distribution Network Operators) and GDNs (Gas Distribution Network Operators) offer priority services to those living with a child under 5. Suppliers may also offer support to this group – customers should check with their own supplier(s).
Suppliers and network operators will actively seek to identify eligible customers, but ultimately a customer must ask to be on the PSR.
The range of services available may include:
- Password protection and caller identification
- Bill nominee scheme
- Advance notice of planned power cuts – customers medically reliant on electricity will be contacted by their DNO
- Priority support in an emergency – DNOs/GDNs will provide alternative heating and cooking facilities, for example, in the event of an unplanned power cut
- Meter reading service, where a customer is unable to do so
- Moving a PPM free of charge if it is unsafe/impractical for a customer to top up credit
- Accessible information, including account and billing in large print or braille
Suppliers may also provide free annual gas safety checks for PSR customers who are homeowners and:
- In receipt of a means-tested benefit
- Living with a child under 5
- Are of pensionable age
- Are disabled
- Are chronically sick
- Either live alone or with others who are all of pensionable age, disabled, chronically sick or under 18
You might also be able to sign up if you’re in a vulnerable situation, even if it’s only temporary. For example if:
- you can’t understand your bill because of a mental health condition
- you can’t get to the shop to top up your electricity meter because of an injury
- you’ve been bereaved and want a friend to deal with your bills and meter readings
Suppliers are not allowed to disconnect PSR-eligible customers during the winter months (1 October to 31 March).
See below for a list of contact numbers for each of the Big Six suppliers, as well as contact details for the Scottish DNOs/GDNs.
Suppliers:
British Gas, including Scottish Gas (Home Energy Care)
Tel: 0800 072 8625
Tel: 0800 294 8604 (Pay as you go customers)
Textphone: 18001 0800 072 8626
Web: www.britishgas.co.uk
ScottishPower
Tel: 0800 027 1122
Web: https://community.scottishpower.co.uk/t5/Extra-Help/What-is-our-Priority-Services-Register/ta-p/8 services-register
EDF Energy
Tel: 0800 269 450
Minicom: 0800 096 2929
Web: www.edfenergy.com/for-home/help-support/priority-services-register
E.ON (Caring Energy)
Tel: 0333 202 4760
Minicom: 0800 056 6560
Web: www.eon-uk.com/for-your-home/help-and-support/extra-help
SSE, including Scottish Hydro (Careline)
Tel: 0800 622 838
Textphone: 0800 622 839
Web: https://sse.co.uk/help/accessibility/priority-services-register
npower
From a landline tel: 0808 172 6999
From a mobile: 0330 100 8669
Textphone: 0800 413 016
Web: http://www.npower.com/home/help-and-support/
Distribution Network Operators (DNOs) – Scotland
Scottish & Southern Energy Networks (SSEN – covers Scotland north of the central belt. To register for the PSR:
Tel: 0800 294 3259 from landlines and mobiles
Tel: 0800 316 5457 from textphone
For more information, or to register online, visit: www.ssen.co.uk/PriorityService
ScottishPower Energy Networks (SPEN) – covers central and southern Scotland. To register for the PSR:
Tel: 0330 10 10 444
For more information, or to register online, visit: http://www.spenergynetworks.co.uk/pages/vulnerable_customers.asp
Gas Distribution Network Operator (GDN) – Scotland
SGN
Tel: 0800 975 1818
For more information, visit: https://www.sgn.co.uk/extra-help