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Getting extra help from your energy network operator

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Priority Services Membership

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

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.

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.

I'm worried about my energy bill

If you’re worried about your energy bills, first and foremost, you should contact your energy supplier as soon as you can.

Your supplier is different to your network operator and their contact information can be found on your most recent energy bill. There is a wide range of help and support available.

Energy UK, the trade association representing suppliers, has worked with National Energy Action to produce a home energy checklist that provides advice on the help available to manage your energy bills and keep your home warm and safe this winter. It's available in English, Polski, ਪੰਜਾਬੀ, اردو and Cymraeg.

You can also get help and advice from Citizens Advice. Call 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.

If you are in Scotland, contact Advice Direct Scotland on 0808 800 9060, use their online webchat or contact them by e-mail.

For disability-specific advice, contact the disability charity Scope on their free helpline at 0808 800 3333 (open Monday to Friday 9am to 6pm. Saturday to Sunday 10am to 6pm).

Pensioners can contact the charity Age UK for support on their free advice line 0808 800 3333 (open 8am-7pm 365 days a year).

What if I'm struggling with debt?

If you are struggling with debt, you can also reach out to National Debtline for free debt advice over the phone on 0808 808 4000 or online using Webchat (Monday to Friday 9am to 8pm and Saturday 9:30 am to 1pm. This is the fastest way to speak to a specialist adviser).

Alternatively, StepChange has an online debt advice tool available at any time on their website, or you can call their free helpline on 0800 138 1111 (Monday to Friday 8am to 8pm and Saturday 8am to 4pm).