Vulnerable Customer Registration Form - Special Services for Gas and Electricity

Who qualifies for special services?

We offer a special services register for customers who are particularly vulnerable to disconnection during the winter months for the following reasons:

  • Deaf or hard of hearing
  • Customers aged 66 years or over who live alone and/or live with minors or others aged 66 or over
  • Blind or partially sighted
  • Mobility difficulties
  • Language difficulties
  • Speech impaired
  • Learning difficulties
  • Mental health issues
  • Dexterity difficulties

Please use the online form below to register for Special Services for gas and electricity.

If you would prefer to register over the phone or using a paper form, you can contact us.

Please note: if you’re currently a Pay As You Go (PAYG) customer and want to register as a special services customer, please be sure that this payment method is still suitable for you. For example, can you access a shop to top up? Can you reach and view your PAYG meter? If you’re a Smart PAYG customer, can you continue to operate your Smart PAYG online account and receive messages from us? If you’re unsure, please contact us to discuss your options.

For more information on our Special Services Register, please see our Code of Practice for Vulnerable Customers.

Please note

We may seek written evidence from a medical professional as to the validity of the details provided.

Account holder details

You'll find your GPRN/MPRN account number on the top right of your bill, or on your online account. If you're a new customer without an account number, please provide your GPRN/MPRN number only.

Person with vulnerability at the premises:

How would you describe yourself?

Nominate a carer

If you wish to nominate a carer or another third party to deal with your bill and your correspondence, please fill in their details below.

Registering for special services

Services for customers who are blind or partially sighted

Blind or partially sighted customers can receive our terms & conditions and codes of practice on compact disk or audio cassette. If you wish to receive these, please select which format you would prefer.

Blind or partially sighted customers can also receive their bill in two formats; a talking bill or a braille bill. If you wish to receive these please select which format you would prefer.