Priority service register

We know some of our customers have special needs which can be compromised if their electricity supply is interrupted. These special needs may include medical conditions which rely on machines that run on electricity such as a kidney dialysis machine or a ventilator.

If you believe you have special needs, or you are aware of a neighbour or relative with special needs, you can ask to be placed on our Priority Service Register.

Our team of specially trained Careline advisers will advise on the support we can offer.

You can contact Careline by phoning 0800 622 838. All calls to our Careline are free, unless you use a mobile when your provider may charge.

If you have hearing or speech difficulties and you are a text phone user, you can send text messages to our Text line on 0800 622 839. All calls to our Text line are free, unless you use a mobile when your provider may charge.

Our Careline team also give advice on where you can get special controls and adaptors to help you use appliances more easily, if you have difficulty finding suitable help.

One of the services we offer is to personally contact you in advance of a planned power cut (e.g. when we have to undertake essential maintenance) to check what additional support you may need. We will always do this if we can, but we can't promise to do it every time there is a planned power cut much as we would like to.

Please note: we cannot guarantee a constant supply of electricity so it is essential you have alternative arrangements should you experience a supply interruption.

Customers who don't speak English
If you do not speak English and wish to contact us, please call our usual phone number. When you get through, tell us your preferred language and we arrange for you to talk to someone who speaks the same language.