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Every energy supplier must keep a register of vulnerable customers and offer these customers additional services, free of charge. This register is officially known as a Priority Services Register (PSR).
A customer will be eligible for this if he or she falls into any one of the following categories:
If any of these apply to you, please phone your supplier and ask to be placed on their Priority Services Register.
A customer on the PSR can choose from a selection of services including:
To protect against bogus callers, a customer can ask the supplier to give them a personal password to use every time they visit their home.
If a customer has difficulty in reading a meter, the supplier can arrange for meters to be read every quarter.
If a customer finds it difficult to reach a prepayment meter to top up, or cannot reach the gas safety lever beside the meter, the supplier will consider moving the meter, free of charge, to a more convenient position.
A household qualifies for a free, annual gas safety check if all adults in the household are eligible for the Priority Services Register and the head of the household is an owner occupier or a private tenant.
Suppliers must provide bills and other information in a format suitable for customers. They will normally offer bills in braille, in large print, on CD or on audio cassette; suppliers can be contacted by textphone or minicom.
Bills (or copies of bills) can be sent to a friend, relative or carer (at the customer's address or at another address).
When there is a power cut or the gas supply is interrupted, customers on the PSR will be given priority for re-connection.
Home Energy Advice Team
Kilncraigs, Greenside Street, Alloa, FK10 1EB
Tel: 01259 450000