FAQ

What's the benefit of being registered on the Priority Services Register (PSR) – what types of services are offered?

There are many benefits to being registered on the PSR including:

  • Alternative format communications: receive bills and correspondence in Braille, large print or audio CD.
  • Password scheme: When we call or visit, we can use a password of your choice to verify our identity.
  • Nominate someone to act for you: with your permission a friend, carer or relative can deal with all aspects of your account.
  • Third Party Correspondence: get copies of your bills and correspondence sent to a friend, carer or relative.
  • Interpreter service: can be arranged when you call where English isn’t a preferred or first language.
  • Minicom (textphone): communicate by textphone to enable easier contact with us.
  • Regular meter reads: a free meter read service if you, and everyone in your household, can’t read your meter.
  • Free prepayment meter move: if you or anyone in your household are unable to safely access your meter (eligibility criteria applies).
  • Knock and Wait: gives you more time to answer the door if we visit.
  • Free gas safety check: to check your gas appliances are working safely (eligibility criteria applies).
  • Support for powerloss / power interruption: With your consent, we can share information with network companies so you can be supported if there is a loss of your gas or electricity supply*. If you add an alternative contact, such as a friend, carer or relative, they will be contacted to alert you about the powerloss as well.

You may qualify for a free gas safety check with us if you are:

  • An existing customer and we supply you with gas,
  • Own your own home (or live in rented accommodation where your landlord isn't legally responsible for arranging a gas safety check),
  • If you haven't had a gas safety check in the last 12 months, are on a means-tested benefit and at least one of the occupant is:
  • - under 18 years old; or
    - of pensionable age (60+); or is disabled or chronically sick

Your network operator can offer the following:

  • Advance notice of planned power cuts by your electricity network operator so you can prepare or let them know in advance that you may need help on the day.
  • Provision of alternative heating and cooking services by your gas network operator in the event of a gas outage.
  • Priority support in the event of a power cut. Network operators aim to provide welfare in the form of meals, drinks, warmth and charging points as well as receiving priority updates.