Summary
A priority services register is a free support service offered by energy suppliers, energy networks and water companies to help households that may have additional communication, access or safety needs or need extra support in an emergency like a power cut.
The aim is to reduce stress, keep vulnerable people safe and make sure essential services remain accessible.
Being on the register ensures that vulnerable people receive tailored support during power cuts and other emergencies or disruptions, including during planned works. It also helps the utility companies communicate in a way that meets the customer’s needs, for instance offering help with reading bills or pre-payment meters.
Eligibility
Each utility company sets its own criteria for being included on the register, but people are likely to qualify if they:
- Have a disability or long-term medical condition
- Rely on medical equipment that needs power or water
- Are of pensionable age
- Live with young children (for many register schemes, this means under-fives)
- Have a mental health condition or cognitive impairment
- Have specific communication needs because of visual or hearing impairment or language difficulties
- Have recently experienced a significant change in circumstances, such as bereavement or being discharged from hospital
- Have a temporary vulnerability, for example because they are recovering from surgery or illness.
How to join the register
Each company has its own register – the main ones for Enfield are listed below.
Vulnerable people can join the registers for several utility companies at once – for example, signing up with their energy supplier, their electricity network and their water company. Registration is free and has no impact on tariffs or bills.
Sometimes companies will cooperate to refer people to each other’s registers, with the consent of the registered person, but this may not happen automatically.
It is best to register separately with all the relevant utility companies.
UK Power Networks (UKPN)
UKPN maintains the electricity network in London, the southeast and east of England. It provides additional help for vulnerable people during power cuts, electricity disruptions and engineering works. Support can include
- A priority number that vulnerable households can call 24 hours a day
- Text and voice message alerts, letting you know about major power cuts in the area or giving advance warning of severe weather
- Tailored support – such as home visits, hot meals and advice – if needed
- Coordination with emergency responders for people who are dependent on medical equipment
- Welfare visits for people who are medically or socially vulnerable and may need in-person checks
- Help from community welfare teams during complex power cuts, providing on-site support or free overnight hotel stays.
How to register: sign up on the UKPN website or by calling 0800 169 9970.
Registration covers the electricity network rather than the energy supplier.
Priority services registers offered by energy suppliers
Energy suppliers also maintain their own priority services registers, providing help to customers who need additional support with managing their energy accounts. Support can include:
- Accessible communications, such as large print, braille or translation into community languages
- Schemes that allow a vulnerable person to nominate someone they trust to receive bills or discuss their energy account on their behalf
- Advance warnings about planned power supply interruptions
- Support for customers on prepayment meters, such as temporary credit where safety or health is at risk
- Extra help during emergencies, including support for people who are dependent on powered medical equipment
- Dedicated phone lines with teams trained to support vulnerable people.
Being on the register can also make residents eligible for other forms of support, such as supplier assistance schemes or tailored debt management.
How to register: vulnerable people can ask the supplier’s customer support team to add them to the register. Many suppliers also offer online registration.
Thames Water
Thames Water offers a register for customers who may have difficulty accessing water services. Support can include:
- Alternative water supplies delivered to the home during major interruptions to supply
- Tailored communications, including bills or notices in large print or braille
- Support for people with mobility issues, including help accessing water during outages
- Extra consideration during planned works, ensuring that vulnerable people are prioritised
- Password protection scheme to ensure that someone claiming to be a member of Thames Water staff is genuine.
How to register: Thames Water customers can join the register on the company website or by calling customer services on 0800 009 3652 (8am to 5pm) or emailing ecs@thameswater.co.uk.
More information
Find more information from the energy watchdog Ofgem.