Priority Services

Priority Services is the new name for our Warm Response Service.

Our Priority Services may be able to help provide support for you and your household when it comes to your energy account. We can offer free services including help with your communication, safety and access needs. You may be eligible to register for Priority Services if you or someone in your household is of pensionable age, disabled, has a long term illness or if there are children under five.

We also recognise that you might need extra support because of life changing events such as a relationship breakdown, losing a job, a bereavement, or if you’re affected by a short-term illness.

Our Priority Services include:

  • Bills and other communications in audio CD, large print or Braille.
  • Minicom or textphone service to make contacting us easier.
  • A password scheme – to give you peace of mind and to help protect you from cold callers. If we need to visit your home, we will use a password of your choice so you can verify our identity.
  • Regular meter readings if you, and everyone in your household, is unable to read your meter.
  • An interpreter can be arranged for when you call us if English isn't your first language.
  • Nominate someone – such as a relative or carer – to receive your correspondence and bills if you need a little extra help to check them.
  • Meter move – we can move your pre-payment meter free of charge if you or anyone in your home can't access it.
  • Knock and wait service, which gives you more time to answer the door if we need to visit your home.

With your consent, we may also share your needs information with network companies in case you require help if there's a loss of your gas or electricity supply.

You can change your consent settings at any time - just tell us via live chat, or email us at Or you can call us on 0800 073 3000. We’re open Monday to Friday 8.00am to 8.00pm and Saturdays 8.00am to 6.00pm. Or if you’re hard of hearing, please use textphone 0800 413 016.

View call charge information

Apply for Priority Services

The PSR promise

The PSR Promise is made by all participating energy companies in England, Wales and Scotland. We promise to only share your details, as agreed with you, with our trusted partners or parties, to help us to provide services which meet your extra communication, access or safety needs.

Find out more about PSR Promise and its trusted partners.

Free Gas Safety Check

We can give you a free yearly check on your gas appliances if you're eligible and haven’t had one in the last 12 months. It doesn't replace the need for regular servicing, but gives you extra peace of mind.

To be eligible, you need to be on means-tested benefits and live in a house where at least one occupant is:

  • Under five years old; or
  • is of pensionable age, disabled or chronically sick and either lives alone; or
  • lives with others who are all of pensionable age, disabled, chronically sick or under 18

Rent your home?

Your landlord may need to arrange your gas safety inspection.

For more information and to find out what services are available, contact Priority Services on 0808 172 6999 or textphone 0800 413 016 ( View opening times and call charge information).