Register for a priority list with a terminal illness

Joining a priority service list could have the following benefits.

Letters, phone calls and other messages from your energy provider could be important for you to keep your supply working or to save money.

You may sometimes have important information to share with them.

But when you’re experiencing symptoms such as fatigue and pain, this might become difficult. You might miss details or find it hard to get through to customer services when you need to.

Joining a priority service register could mean:

• 24 hour contact number - You can get information to help you contact your providers quickly if you have a problem with your supply that could affect your health.
• Letters in accessible formats - They can also offer letters in large print, textphone, audio or a different language.
• Password - You can set up a password, so that you can always be sure you're talking to someone from the energy provider.
• Nominated contact - Tell the energy provider to contact someone else to deal with anything to do with energy or water supply, such as a friend, family member, carer or anyone you trust.

Power cuts or planned outages could be serious for someone at the end of their life.

Sometimes energy suppliers have to cut off supply for a short time to carry out repairs. If you're on a priority list, they'll let you know before they do this, so you can plan ahead.

If you use medical equipment/aids which use electricity or water, you may be able to get portable generators, alternative heating and cooking appliances or bottled water when your supply is off.

To make sure you are on your energy provider’s priority list, you need to contact them directly. Each provider has a different form, so the first step is making sure you know who your provider is. This is not the same as the company you pay your bills to.

England, Scotland and Wales

If you’re in England, Scotland or Wales, you can find out who your provider is on the Priority Services Register website. Enter your postcode and you’ll be redirected to the right page to send them your application.

Northern Ireland

Follow the steps for finding your provider on the Ofgem website. Then go to the provider's website to find out how to apply for their priority list.

In Northern Ireland, you can also be added to the Customer Care Register for NI Water.

This process can feel complicated if you are not used to doing things online. You may want to find an adviser to help you through it (see Useful contacts and further information at the end of this page.)

For people who use oil for their heating, there is the Cold Weather Priority Scheme. Not all oil providers are part of this scheme. You, or someone in your home, must be 75 or older to be part of it. Speak to your oil provider to see if you can be added to their priority list.