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

• Disabled

• Chronically sick

• 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.