Support for Vulnerable Customers
We are extremely proud to be one of the Founding Signatories of the Vulnerability Commitment. This voluntary agreement came into effect on 1st January 2021 and aims to improve the support the energy market provides to vulnerable households.
We will be continuously improving the service we provide to our most vulnerable customers, as well as making them aware that this support exists.
If you're elderly, disabled, chronically sick, or need a little more help with your energy, we're here for you. We'll do everything we can to change or amend our services to make things a bit easier for you.
Have you joined the Priority Services Register?
The Priority Services Register is available to any households who are:
Of pensionable age
Have a long-term medical condition
Have a hearing or visual impairment or additional communication needs
Are in a vulnerable situation
You may also be eligible for priority services if you live with children under 5 years old.
The Priority Services Register is a free service. If you’d like to join the register for any of these reasons, then please contact us and let us know.
What help you are entitled to
If you are on the register, you will qualify for additional support as follows:
Advance notice of planned supply interruptions
We'll let you know in advance about any planned power cuts to tell you what to do. You'll also get priority reconnection of your supply in an emergency.
Help reading your meter(s)
We can arrange for regular (quarterly) meter readings to be taken by a trained meter reader.
If you're concerned about your security, you can set a password for our representatives to use to identify themselves (they will always wear an identity card as well).
A free Gas Safety Check
You may be eligible for a free annual gas check (for your gas appliances) if you are a homeowner and are claiming a means tested benefit.
Help with your bill
If you have difficulty reading your bill we can provide alternative statement formats to you, and we can also assist with reading your statements. Just ask.
Nominating someone to act on your behalf
You may prefer to authorise a friend, a relative, or a carer to act on your behalf. Again, just let us know.
More information on the Priority Services Register can be found on the Ofgem site.
Priority Service Register Full Eligibility List and Code
When you call us to be placed on the Register, we'll need to know which code is most appropriate to your circumstances:
Code: 01 Nebuliser and apnoea monitor
Code: 02 Heart, lung & ventilator
Code: 03 Dialysis, feeding pump and automated medication
Code: 04 Oxygen concentrator
Code: 08 Blind
Code: 09 Partially sighted
Code: 10 Hearing/speech difficulties (inc. Deaf )
Code: 12 Stair lift, hoist, electric bed
Code: 14 Pensionable age
Code: 15 Physical impairment
Code: 17 Unable to communicate in English
Code: 18 Developmental condition
Code: 19 Unable to answer door/restricted movement
Code: 20 Dementia(s)
Code: 22 Chronic/serious illness
Code: 23 MDE electric showering
Code: 24 Careline/telecare system
Code: 25 Medicine refrigeration
Code: 26 Oxygen Use
Code: 27 Poor sense of smell
Code: 28 Restricted hand movement
Code: 29 Families with young children 5 or under
Code: 30 Mental health
Code: 31 Additional presence preferred
Code: 32 Temporary – Life changes
Code: 33 Temporary – Post hospital recovery
Code: 34 Temporary – Young adult householder (<18)
Contact us to be added to the Priority Services Register.