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Help through Priority Services

Get help with the services you receive from us, tailored to your needs.

The Priority Services Register

The Priority Services Register is a list of our customers who need a bit of extra help.  

Having that list means we can make sure you can access our services and support whenever and however you need it. 

It also helps us prioritise care and assistance during supply interruptions. 

Eligibility for Priority Services

Priority Services are available to everyone, for free. 

The help you get can be permanent or temporary.  

You could get personalised help and support if any of the following applies to you or anyone you live with:

Support tailored to your needs

Each person has different needs. Two people in similar circumstances can be affected in different ways.

Our Priority Services are customised to meet your specific needs.

You can get Priority Services for a short time, or for the rest of your life. Whatever it is you need and however long you need that assistance for, we’ll do all we can to help.

We’ll regularly check in with you to see if your needs have changed and if your Priority Services still provide the right level of support for you.

How Priority Services could help

Adam has diabetes and uses dialysis to treat his kidney condition.

To help him with his specific needs, we make sure he’s got extra water if there’s ever a problem with his water supply.

He tells us how joining the Priority Services Register has helped him.

Get Priority Services for you and the people you live with

You should register for Priority Services if you think it could help you or anyone else that lives in your home.


Get Priority Services from your electric and gas companies

All other utilities providers have Priority Service Registers too.

If you get Priority Services from us, make sure you get on the Priority Services Register for your gas and electricity providers too.

You can find your gas or electricity supplier on the Ofgem website. Ofgem are the gas and electricity industry regulators.


More information about conditions we can support

Mental health conditions

We can provide help and support for a range of mental health conditions including, but not limited to:

  • agoraphobia
  • anxiety
  • bi-polar disorder
  • depression
  • obsessive compulsive disorder
  • post-traumatic stress disorder
  • psychosis
  • schizophrenia
  • substance abuse

Chronic or serious physical illnesses

Chronic or serious physical illnesses eligible for support with Priority Services include:

  • arthritis
  • asthma
  • brain damage
  • brittle bones
  • cancer and leukemia
  • cerebral palsy
  • chronic fatigue syndrome
  • Crohn’s, colitis and irritable bowel syndrome
  • cystic fibrosis
  • Huntington’s
  • incontinence
  • motor neurone disease
  • multiple sclerosis
  • organ failure
  • Parkinson’s
  • stroke

Neurodevelopmental conditions

We can help with many different developmental conditions, including but not limited to:

  • autism
  • Asperger’s syndrome
  • dyspraxia
  • dyslexia
  • learning disabilities