How to Access the Priority Services Register

Managing utilities like gas, electricity, and water can be challenging, especially for those dealing with mental health issues, physical disabilities, or caring for children or elderly relatives. In this article, we’ll explore how the Priority Services Register can offer assistance, who qualifies for the program, and the steps to apply. We’ll also provide guidance on what to do if your application is rejected, but you still require extra help and support.

What is the Priority Services Register?

When you sign up for the Priority Services Register you’re accessing a free service designed to provide extra help for those with additional needs. Every supplier has their own branch of the register and it represents the part of their organisation that can deliver the following: 

• Extra support and priority communication during power outages 
• A promise not to disconnect for any reason during the winter period 
• Additional phone support for those who are hard of hearing 
• Letters available in larger print, braille, and second languages
• In-depth advice on how your additional needs can be met by workmen visiting 

👉 You will need to meet certain eligibility criteria for your level of additional need to be classed as sufficient for membership of the register. 

How do I join my supplier’s Priority Services Register?

You can join the register here by providing details on where you live; how your condition impacts your life; any steps you would like suppliers to consider taking that you feel would benefit your well-being. During the registration process, you will be redirected to the contact form for each of your suppliers. Energy and water companies need to know that you are classed as ‘vulnerable’ for them to place you on the Priority Services Register. 

The definition is quite broad and includes all of the following: 

• You currently claim benefits in some capacity 
• You live with a child under the age of five years old 
• You are physically disabled or suffer from a chronic illness
• You are currently receiving your state pension 
• You need to use medical equipment that requires electricity or water to operate
• You are blind, partially sighted, or have some other form of visual impairment 
• You are deaf or hard of hearing and would struggle with everyday phone calls 
• You experience anxiety, depression,  or any other form of mental health condition that impacts your daily life
• You have recently experienced a sudden change in your quality of life that means you need additional support, possibly of a complex nature 

👉 If you feel you meet one or more of the above criteria, you should make an application using the link above. Alternatively, you could go directly to your supplier’s own page, such as here with British Gas.

As part of the application process, you will be asked to provide the following details: 

• Your full name, address, and account number with the relevant supplier 
• You will have to do this one supplier at a time as they each have slightly different processes and levels of support they can offer 
• A description of your additional needs and how they impact your ability to communicate and function in everyday situations 
• Any additional help you already know you want. For example, letters in braille if you have a visual impairment or degenerative eye condition 

👉 Suppliers will want to help you and make sure you continue to use their services with a high level of satisfaction. But while the application process is much less in-depth than applying for paid benefits, some applications are still rejected. 

What happens if my Priority Service Register application is rejected?

Suppliers are duty-bound to take all reasonable steps to help you even if you do not meet the eligibility criteria. You will typically find out within 5 working days or less whether or not you have been accepted, and being declined is not the final step. 

Charities like Scope can help, either online or on their free phone number 0808 801 0828. They provide impartial expert advice on what you can do, including if your additional needs make paying your bills on time difficult. The same is true of Citizens Advice, which will also provide fully independent advice without charge. 

If you want to look for additional help, we would advise looking at disabled facilities grants that you may be eligible for. We have also compiled a list of sources of financial help with your energy bills which may help you better manage your current situation.

Getting the Most Out of the Priority Services Register

Joining the Priority Services Register will give you access to benefits such as different communication options, more assistance on-site from workmen undertaking corrective action, and priority updates during outages. If your application is rejected but you still have additional needs, there are a range of charities and independent bodies that can provide further guidance. These are detailed in the previous section. 

FAQ’s