​​The Priority Services Register (PSR) is a free service for people who have extra communication, access or safety needs. Each energy supplier has their own PSR. It’s a system developed by Ofgem, the UK’s energy regulator, to make sure help’s available for those who need it.

To find out if you’re eligible for the Priority Services Register

The following list gives examples of where the PSR can support you. Support can also be given to those experiencing temporary difficulties in their lives – such as bereavement, pregnancy or recovering from an operation. But, generally, it’s possible you could join the Priority Services Register if you are:

• Disabled
• Chronically sick
• Bedridden
• Living with dementia
• Of pensionable age
• Living with children under 5
• Experiencing mental health issues
• Living with learning difficulties
• Unable to speak English

Signing up for the Priority Services Register

You, or a carer/family member can sign up, using one of the following options:

• Print out this application form and post it to us.
• Fill out this application form online.

• If you pay monthly for your energy, call us on 0330 303 5063 (Monday to Friday 8am-6pm) and we can register you over the phone

• Or if you pay as you go for your energy, call us on 0330 175 9669 (8am to 6pm Monday to Friday and 9am to 2pm on Saturday)

You’ll need to sign up in order to get support. So, get in touch, and we can make sure you get the help you need – especially in an emergency. Remember, the PSR is completely free and confidential.

How the Priority Services Register can help you

• Alternative communication – if you’re visually impaired, we can send black and white, large print, audio or braille bills and statements to you and/or a family member/carer. We can also give you a call to read out your bills and statements to you if you prefer. 
• Free Gas Safety Checks – some PSR members can get free Gas Safety Checks. Check if you're eligible for a free check:
  • Live with a child under five years old,
  • Live alone or with others and have reached state pension age, or
  • Live alone or with others and are disabled or chronically ill,
  • Live with others who have reached state pension age or are disabled, chronically ill or under 18 years old
• I’m eligible. How do I apply? Just call 0330 303 5063 (8am to 6pm Monday to Friday and 9am to 2pm on Saturday) and we’ll get you booked in

• What happens at a gas safety check?
  • A Gas Safe registered engineer will come to your home to check the safety of your gas appliances and other gas fittings.
  • They’ll also examine the effectiveness of any flue, the supply of combustion air, its operating pressure and/or heat input and whether it's working safely. If the engineer spots anything that’s faulty or not safe, they’ll disconnect your gas supply before they leave
  • The Gas Safe Register replaced CORGI as the gas registration body in Great Britain and the Isle of Man on 1 April 2009.
• Notice of planned power cuts – we’ll tell you well in advance of planned power cuts. This is especially important if you have medical equipment that needs power. 
• Move your meter or Pay As You Go meter – if you find it difficult to read or reach your meter, we can move it for easier access. 
• Send an engineer to read your meter – if you can’t read your meter, we’ll send someone over to help. For your peace of mind, you can ask our OVO engineer to use a password, so you know who you’re letting in.

Free service for British Sign Language users

You can also get support if you're hard of hearing. SignVideo can help you get a British Sign Language interpreter to help you manage your energy. This is a free service, available from Monday to Friday, between 9am and 5pm. 

How to get SignVideo support

Just click this link, download the SignVideo Live plug-in and create an account. 

The live video link will connect you with an interpreter and they’ll help you get answers about your energy. They’ll send your question back to us at OVO, we’ll answer, and they’ll sign it back to you. You don’t need any special equipment, just an internet connection and a phone, computer, or tablet.

How do we protect your personal information?

When you sign up to PSR, there’s some personal information we’ll need to know – like your phone number and address. But don’t worry, we’ll never share it with anyone for marketing purposes. 

Your data will be stored on our secure systems. We’ll only share it when necessary, with those who supply your electricity, gas or water – such as:

• Meter operators
• Engineering partners
• Network operators
• Water and sewerage companies

If you prefer, you can ask us not to share your data. But this would mean we may not be able to fully help or support you. For example, in the event of a power failure, we couldn’t tell a network operator to make sure you get power back first. We also couldn’t offer you a free Gas Safety Check, or include you in our password scheme. 

If you’re concerned, you can read more about how we protect your sensitive personal data, in our Privacy Policy. 

How you can support a loved one or friend

If you’re here looking for help to support a loved one or friend manage their OVO energy account, here’s what you need to do:

Ask them to nominate you

If you look after someone who’s eligible for the Priority Service Register, they can nominate you to speak to us on their behalf. Get in touch if you need to know more, on 0330 303 5063. 

Get a power of attorney from the government

If you need to make important decisions for a loved one or friend, you may need a power of attorney from the government. Give us a call

Other ways OVO can help you or your loved ones

The Priority Service Register is just one way OVO can offer you support. There are many other services, grants and tips to help you manage your energy needs: