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Information for customers

Vulnerable customers

It’s important that energy suppliers are aware of people’s individual circumstances in order to be able to offer them the best support available.

What is the Priority Services Register?

The Priority Services Register (PSR) informs energy suppliers and distribution network operators about people who might need additional support. It’s free to sign up to and with permission, information is shared between network operators and suppliers – so people should only need to sign up once. 

PSR Eligibility

Customers can register for the Priority Services Register if they meet one of the following:

  • Have reached their state pension age
  • Are disabled or have a long-term medical condition
  • Have a hearing or sight condition
  • Have a mental health condition
  • Are pregnant or have children under 5
  • Have extra communication needs (such as language barriers for speaking and reading)

There can also be temporary circumstances that can sometimes mean people require extra support for a limited period. This can include if they have recently experienced a bereavement or recently returned from hospital.

If in doubt, check. Even if people do not meet PSR eligibility, there may be additional support available.

Additional support available:

  • Nomination scheme. People can nominate someone to receive communications and bills from energy suppliers if that would be easier. For example, a trusted family member or carer.
  • Help with prepayment meter access. For example, moving the location of a meter if someone can’t get to it safely or easily.
  • Giving engineers a code word. People can provide a codeword to recognise an approved meter reader or engineer when they come to visit.
  • Accessible information. For example, account information and bills are provided in large print or braille.

Please note: being registered on the PSR does not guarantee a continuous supply of energy. As supply interruptions can happen all year round, it’s important people are prepared and know what to do if they happen. Distribution Network Operators are responsible for the pipes and wires that carry electricity to your home, and they are represented by the Energy Networks Association. For more information visit the Energy Networks Association website.

How to sign up

  • Most suppliers include the option to be added to the PSR at the point of sign up, either online or over the phone with a member of their frontline staff.
  • A lot of suppliers now include signposting to the PSR on all outbound communications (such as bills or payment reminders).
  • Most suppliers have an online feature where customers can self-disclose vulnerabilities and select which services from the PSR they would like. This can often be the most efficient and easiest way to sign up.

More information on how to sign up per supplier can be found below.

Boost Energy

  • Print out the application form and post it – 1 Rivergate, Temple Quay, Bristol BS1 6ED
  • Fill out the application form online
  • Contact them through web chat and they will register you
  • Call on 0117 332 3728 (mobile) or 0330 102 7517 (landline) to register

British Gas

  • Option to log in to account and add PSR details
  • Call 0800 0728 625 to register.
  • Or, if you are a Pay As You Go customer, call on 0800 294 8604.


  • Speak to a member of staff through the online chat portal to register
  • Log in directly to the account online or through App to check eligibility and register  
  • Call 0300 303 0635 (main line number) to register



  • Fill out online form through account to register
  • Download this form and send to FREEPOST at Freepost ECOTRICITY.
  • Call on 0345 555 7 100 to register


  • Fill out form to register
  • Call 0800 269 450 to register

EON Next

  • Log in to the customer’s online account and self-register
  • Email to register
  • Call 0808 501 5200 to register
  • Can chat to the team of Energy Specialists 24/7 on Facebook and Twitter

Green Energy

  • Email to register
  • Log in to the online account and fill out the form
  • Call 01920 486156 to register

Good Energy

  • Download this form and post it to their address – Good Energy, Monkton Park Offices, Monkton Park, Chippenham, SN15 1GH.
  • Call 0345 034 2400 to register.


  • Email to register
  • Log on to the online account and register
  • Call on 08081641088 to register

Outfox the Market

  • Log in to the customer account and use live chat to register
  • Email to register
  • Call 0800 103 2702 to register


  • Print off their form and post it to OVO
  • Fill out this application form online through the OVO account to register
  • Call 0330 303 5063 for pay monthly customers to register
  • Call 0330 175 9669 for pay as you go customers to register

Scottish Power

  • Log in to your online account and select the option ‘Help and Advice’. From the drop down menu select the option Priority Service Register and click on the option to apply.
  • Log in to the account and use webchat to register
  • Email to register
  • Call 0345 270 0700 to register

Shell Energy

  • Email through this page to register
  • Log in to account and complete online form to register
  • Or download form and post to Shell – Priority Services Register: Shell Energy, PO BOX 6363, Coventry, CV3 9LR

So Energy

  • Log in to online account and register
  • Contact via post requesting to sign up – So Energy, 107 Power Rd, London, W4 5PY
  • Contact via email at


  • Complete online application form to sign up
  • Use webchat service to register
  • Write to Customer Service SSE Grampian House 200 Dunkeld Road, Perth PH1 3GH

Utility Warehouse

  •  Call 0333 777 0777 to register
  •  For more information on the support available, please visit our help section


  • Complete online contact form to sign up
  • Use webchat service to register
  • Call 0330 337 442 to register
  • Visit one of Utilita’s high street Energy Hubs. Find your nearest Hub here

Distribution Network Operators share PSR information with energy suppliers so registering with your DNO should mean you are registered with your supplier too. If you’re not aware who your supplier or DNO is, click here.

This website has lots of additional information about the priority services offered by Network Operators

Energy UK’s Vulnerability Commitment

14 suppliers are signed up to Energy UK’s Vulnerability Commitment which is a series of commitments and principles to support vulnerable customers that go above existing licence obligations.