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Getting extra help from your energy network operator

Ask your local network operator about the Priority Services Register. The energy networks can help if you have additional needs because of your medical or personal circumstances.

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The energy networks can help if you have additional needs because of your medical or personal circumstances. Contact your local network operator and ask about the free Priority Services Register. 

Priority Services Register

The Priority Services Register is a free service to help people who have additional needs. It’s available to customers in England, Scotland and Wales. You can sign up by contacting your local network operator and energy supplier. Each keeps their own register.

Help you can get through the Priority Services Register

The type of help available will vary, depending on your circumstances and the support from your local network operator. All network operators can offer:

  • advance notice of planned power cuts. If you rely on your energy supply for medical reasons your network operator can tell you about planned power cuts. For example, when there are planned engineering works. Being on a Priority Services Register won’t mean your electricity supply will be restored more quickly or guarantee a power supply if there is a power cut.
  • priority support in an emergency. Network operators can provide heating and cooking facilities or accommodation and direct contact and updates, such as by phone.
  • an identification and password scheme. This could include arranging a password or pictures only you and your local network operator will know. The network operator will use these forms of identification so can feel confident they are who they say they are if they need to visit or contact you. 

Being registered for priority services does not guarantee a continuous supply of energy. As supply interruptions can happen all year round, it’s important you are prepared and know what to do if they happen.

Who is eligible?

You are eligible to register if you:

  • have reached state pension age
  • are disabled or have a long-term medical condition
  • are recovering from an injury
  • have a hearing or sight condition
  • have a mental health condition
  • are pregnant or have young children
  • have extra communication needs.

You may also be eligible for other reasons, for example if you need short-term support after being in hospital.

It’s best to contact your network operator to check. And once you have registered, it’s important to keep your supplier or network operator updated if your circumstances change.

Select from the network operator logos below to find out more for your area. If you’re not sure who your operator is, use our network operator search tool.

Become a Priority Services Member

Select your energy network operator's logo to find out more about their Priority Services Membership programme, or to sign up. If you're not sure who your network operator is, you can use our find my network operator tool.

Important: Energy Networks Association (ENA) helps to co-ordinate the consistent promotion and use of the Priority Services Membership across the energy sector but each scheme is run directly by the relevant network company or energy supplier. We don’t process or access any customer information.

Help if you are worried about high energy bills

We understand this is a difficult time and many people are worried about energy prices. Network operators run and maintain the energy network. They are different to your energy supplier and cannot help with bills.

Support from energy suppliers

If you need advice, or think you may get into difficulty, contact your energy supplier as soon as you can. You can find their contact details on a recent energy bill.

The Ofgem website outlines rules suppliers must follow, including payment plans, if you are struggling to pay.  

Energy UK, the trade association representing suppliers, has worked with fuel poverty charity National Energy Action to produce a home energy checklist. It lists help you can get to manage energy bills and keep your home warm and safe this winter:

Support from charities

Citizens Advice:

  • Call on 0808 223 1133 or use their online webchat.
  • For textphone, dial 18001 followed by the helpline number.

Someone at their Extra Help Unit could take on your case if you are in a vulnerable situation.

Advice Direct Scotland can help if you live in Scotland:

Scope can help with disability-specific information:

  • Call 0808 800 3333
  • Lines are open Monday to Friday 9am to 6pm. Saturday to Sunday 10am to 6pm.

Older people can get support from charity Age UK:

  • Call free on 0808 800 3333
  • Lines are open 8am-7pm every day.

For free debt advice:

National Debtline

  • Call 0808 808 4000 or use their online webchat
  • Lines are open Monday to Friday, 9am to 8pm and Saturday 9:30 am to 1pm.


  • Online debt advice tool available at any time on their website
  • Call free on 0800 138 1111
  • Lines are open Monday to Friday 8am to 8pm and Saturday 8am to 4pm.

Our members