How to get free priority energy support from your supplier this winter
Key points
- Signing up is free — just call your energy supplier and ask to be added to their Priority Services Register
- If you have a prepayment meter and run out of credit, your supplier must give you emergency credit to keep your supply going
- People with a long-term health condition, disability, or who are in financial difficulty can qualify — including many people on Universal Credit
What is the Priority Services Register?
The Priority Services Register (PSR) is a free list that every energy supplier in Great Britain must keep. It records customers who need a little extra support — because of a health condition, a disability, or difficult circumstances.
Signing up costs nothing. You do not have to be in debt or behind on bills to join. You just need to be someone who could do with more help than the average customer.
Who can join?
You may qualify if you:
- have a long-term physical health condition or disability
- have a mental health condition
- are aged 60 or over
- have a child under 5 at home
- are recovering from a serious illness or operation
- are in financial difficulty
Many people on Universal Credit (UC) may qualify — for example if you are in the Limited Capability for Work-Related Activity (LCWRA) group, or if a health condition makes topping up a prepayment meter difficult. Even if none of these exactly fits, it is worth asking your supplier. Eligibility is broad.
What do you get?
Once you are on the register, your supplier must:
- give you advance warning if your supply will be cut for planned work
- restore your supply as a priority in an emergency
- carry out free meter readings if you cannot manage them yourself
- send bills in a format that works for you — large print, Braille, or audio
- set up a password so you can safely identify anyone who visits from the company
Extra help for prepayment meters
If you pay for energy with a prepayment meter, Ofgem rules mean your supplier must give you emergency credit when your meter runs low or runs out. This is a fixed amount of credit that keeps your supply going while you top up.
At nights, weekends, and public holidays — when top-up shops may be closed — you also get what is called friendly hours credit. This stops your supply cutting out at times when you cannot easily get to a shop.
If you are in a vulnerable situation and have tried all other options, you can ask for additional support credit. This is extra credit your supplier can provide while you agree a repayment plan together.
You can also ask your supplier to switch you away from a prepayment meter to a standard credit meter if the prepayment arrangement is unsafe or not practical for you.
How to sign up
Call your energy supplier — the number is on your bill or their website. Tell them you want to join their Priority Services Register and explain your situation briefly.
You can also sign your household up with your network operator (the company that owns the cables and pipes). Their register is separate and also free.
If you would like help first, the Citizens Advice energy line is free: 0800 144 8 444.
Frequently asked questions
I have a prepayment meter and I cannot afford to top up — what should I do?
Call your energy supplier straight away. Under Ofgem rules they must offer you emergency credit to keep your supply on, and can give you additional support credit if you have run out of other options. If your supplier does not help, Citizens Advice (0800 144 8 444) can advise you.
Does the Priority Services Register apply in Northern Ireland?
Northern Ireland energy is regulated separately. Contact your energy supplier or check nidirect.gov.uk for details on the priority support available where you live.
Official source: https://www.ofgem.gov.uk/information-consumers/energy-advice-households/join-your-suppliers-priority-services-register