What is the Priority Services Register?

We understand that it is a difficult time with the volatility in energy prices, which is why we wanted to remind you of the support via the Priority Services Register.

This initiative makes sure additional help is in place for customers who need it most, and when difficult situations arise. If this is the case for your household please read to see what this initiative is and how it can support you.

What is the Priority Services Register?

The Priority Services Register (PSR) is a free support service for people with health and medical conditions. This can include factors such as age, health or disability, and people in vulnerable situations.

This is provided by energy suppliers, and also by the operators of the energy distribution network. We each maintain our own register for our customers but share this information so you only have to tell us once. You can simply contact your supplier to find out more and discuss whether you should join.

How can the Priority Services Register help?

There are various free services that can be accessed once you join the PSR.

Would you like us to give you a password if we call or need to visit you?

Sometimes we need to visit you to check your meter or upgrade your system. Anytime we do this, we'll provide ID, but for an extra level of security, you can give us a password that we'll provide at the door.

Do you need your bill and other communications in a different format?

Did you know that we can send bills and other communications out to you in Large Print, Braille or via Audio CD, if this is your preferred format?

Do you need us to come and read your meter for you?

If you can't read your own meter we can send someone to read it for you on a regular basis. A smart meter is a better option, if you can have one, as it will send us readings monthly.

But if you aren't able to have a smart meter, or really don't want one, we can send someone to read your meter to make sure we are billing you accurately.

Would you prefer for a trusted person to deal with all of our communications?

Just to be clear, we have a couple of options for you:

1. You can just let us know as and when you'd like us to forward communications to your chosen person (as long as they are named on your account as a trusted person(s)).

2. We can send all your communications to someone else and you will no longer receive them.

We will let you know of power cuts in your area.

Under the Priority Services Register scheme, we have to let your local network operators (the organisations responsible for getting energy to your home) know that you need support when you suddenly lose your electricity or gas supply.

If you struggle to get to your meter we could move it for you for free.

We’ll move a meter free of charge if:

• The meter is obstructing access for somebody with a disability (e.g., a wheelchair or walker).

• The premise is being renovated (e.g., downstairs bathroom, toilet for the purpose of accessibility for a person with a disability).

• There is already a prepayment meter in the property and the account has a large outstanding balance, a credit or PAYG meter is not an option, and the meter is no longer accessible.

Did you know we could offer you a free gas safety check?

If you:

• Own your home (It is a landlords responsibility to check on a rented property)

• Get means tested benefits,

• AND Live alone, or with someone elderly, or with a child under the age of five,

• AND / OR Live with, or live with someone who has, a disability or a chronic illness,

• AND If you haven't had a gas safety check carried out in the last 12 months.

Eligible customers.

You can register for the Priority Services Register if you meet one of the following:

• Have reached your 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 if you don’t speak or read English well).

There can also be temporary circumstances that can sometimes mean you require extra support for a limited period. This can include pregnancy, having children under 5 or recovering from an injury.

How can I register for the Priority Services Register?

Anytime you contact us our Energy Specialists are trained to identify if you are eligible for the PSR and might benefit from any of the available services. Or you can add yourself to the register or update your circumstances any time through your online account or by emailing us at hi@eonnext.com.

Speech or hearing impaired customers can also put 18001 in front of our phone number, 0808 501 5200, to use text relay at no extra cost if you'd prefer to contact us by phone.

Find out more about our extra help available for customers. If you have any questions about the Priority Services Register, don't forget you can chat to our team of Energy Specialists 24/7 on WhatsApp.

Need a helping hand understanding your bill?

Understanding your bill - Energy Bites

Your bill has arrived, but you're unsure what it all means? We've got you with our Energy Bites series! Our Energy Specialists are on hand to help you through each step of the process.

You could also read the blog on Understand your Bill