The voice of the networks

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Extra help for customers

Priority Services Membership is free. If your medical or personal circumstances mean you might need extra help, the energy networks can support you.

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You might need extra help if you have trouble with your mobility, if you're sick or disabled, or have trouble communicating. You might need extra help from us if you have young children or you are a carer. Whatever your reason, the energy networks can provide help when you need it.

The Priority Services Membership promise is made by all participating energy companies in England, Wales and Scotland. You might hear it referred to as the Priority Services Register. It gives you free access to priority services which keep you safe and secure.

What support is available to me?

The type of help available to you will vary depending on your circumstances and the support offered by your local network operator. However, all network operators provide:

  • Advance notice of planned power cuts. If you rely medically on your energy supply you can arrange for the company that runs the local energy network (the network operator) to give you advance notice of planned power cuts. For example, when they plan to carry out engineering work.
  • Priority support in an emergency. If your power goes out in an emergency, your local network operator may be able to arrange alternative heating and cooking facilities.
  • An identification scheme. This is to reassure you that callers, for example meter readers, are genuine. Suppliers have to provide additional support to help you identify someone acting on behalf of their company. This could include arranging a password or showing an agreed picture card upon visit.
  • A password protection scheme. Network operators must offer to agree a password with you (or your representative) that can be used by any representative of the company to enable you to identify them.

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.

Energy Networks Association 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.