Help and support

The energy networks can help if you have additional needs because of your medical or personal circumstances.

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. Find out who your local network operator is by entering your postcode on our homepage.

What support is available?

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.

  • priority support during a long power cut. 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.

As power cuts can happen all year round, it’s important you are prepared and know what to do.

The Priority Services Register doesn't guarantee a continuous power supply. It’s important you have a plan if the power goes off, especially if you are dependent on power for medical equipment. You should discuss your plan with your GP or healthcare provider and ensure you know how long your backup power supply will last.