Our vulnerable customers
Priority Service Register
We realise that some of our customers depend on electricity for medical reasons. If you are a domestic customer who depends on electricity for any medical reasons such as a kidney dialysis machine or a ventilator, you can register with us on our Priority Service Register.
After you have registered with us we will, where possible, endeavour to meet your needs in the event of a power failure such as giving you advanced notice of interruptions. This service is provided free of charge and you can register by:
Online
You can contact us using the online form, using the link on the right-hand side, providing us with your contact details, along with the type of equipment you rely on (e.g. medical equipment, kidney dialysis).
Telephone
Please call 0800 096 3080.
Contacting your electricity supplier
They will pass your details on to us and also register you on their own priority list. Their telephone number will be on your electricity bill.
Please note that unfortunately we cannot guarantee a constant supply of electricity and it is therefore essential that you have alternative arrangements in place.
Customers who don't speak English
If you do not speak English and wish to contact us please do so using our usual contact numbers. After you inform our call handling agent of your native language they can put you through to our special language line where you can speak to one of the multilingual operators proficient in over 100 languages.
Customers with priority needs (PDF, 122KB)
Our leaflet is free to download and offers some useful advice for customers with priority needs. This information includes how to stay safe during a power cut and how we can help you if you are registered with us on our Priority Service Register.
Contact Details for our Deaf and hard of hearing customers
We realise that our Deaf and hard of hearing customers have different needs when contacting us. As such we have a facility that can be used to check if we are aware of a power cut in your postcode area. This way you can be sure that we know you are off supply and are doing everything we can to get your power back on as soon as possible. Please click on the leaflet for further details.
Advice leaflet for Deaf and hard of hearing customers (PDF 90.06 KB)
