How can we help...

We understand that for some people power cuts can cause a lot of worry, particularly if you, or someone you care for, need power for medical reasons, are elderly, sick or disabled or have trouble communicating. You may have young children to look after at home. Whatever the reason, we have developed tailored services and guidance to ensure you get the support you need if there is a power cut.

Joining our Priority Services Membership mean that we are able to

• give you a direct-dial, no-messing-about phone number to use, so you will always get straight through to us when you need us.
• talk to you in way that's best for you i.e. telephone, email or text.
• send one of our customer support vehicles to help make you feel more comfortable.
• keep you as informed as possible  during a power cut.
• talk to you about your individual needs. 

There are many reasons why people need a little extra support during a power cut, and many ways we can help.

You may rely on medical equipment, such as a Home Kidney Dialysis Machine or Oxygen Concentrator, and even a short power cut could cause a significant impact to your health or well-being.

You may have a medical condition that restricts your ability to move, or perhaps are recovering from a serious operation or illness. An interruption to your power could hinder your recovery, or mean that you would be unable to care for yourself for a prolonged period of time.

You may require alternative methods of communication if you are hearing or sight impaired. There may also be other reasons that you need us to communicate with you in a different way; for example, English may not be your first language.

You may need additional advice and support if you are elderly, have young children or experiencing fuel poverty, as a power cut  may be more difficult to deal with.

If you feel you need a little extra support become Priority Services Member by completing our form or by calling us on our free dedicated Priority Service number - 0800 169 2996.

You can become a member yourself, or you can  add a family member or friend, by

• completing our online form,
• requesting and posting a registration form (no stamp required),
• calling our free dedicated Priority Service number - 0800 169 2996,
• using a text-phone and dialing 0800 028 9507,
• calling 0800 389 8204 if English isn't your first language.

If you no longer need to a member, get in touch by:

• calling us on our free dedicated Priority Service number 0800 169 2996.
• dialing 0800 028 9507 if you are using a text phone user.
• calling  0800 389 8204, if English isn't your first language.

If your circumstances or contact details have changed, but you still wish to be a member, please let us know.

Customers on our register can request a ‘knock and wait’ service (we’ll knock and wait until you answer the door, even if it takes a while).

When we visit you at home, you might want us to use a password. If so get in touch and agree one with one of our Priority Services Agents. This will ensure you feel safe and know who is at the door.

For some people, cold weather can be life threatening. Cold homes have a significant impact on people's health. One of the best ways of keeping yourself well during winter is to stay warm.

Keeping warm over the winter months can help prevent colds, flu or more serious health conditions such as heart attacks, strokes, pneumonia and depression.

The chances of these problems are higher if you're vulnerable to cold-related illnesses because of one or more of the following:

• You're over 65.
• You're on a low income (so can't afford heating).
• You have a long-term health condition, such as heart, lung or kidney disease.
• You are disabled.

Our priority services Welcome pack is full of great ideas for keeping your home warm and comfortable during the winter months. And, with our energy efficiency tips, keeping warm won’t cost the earth.