These questions and answers were agreed by the Safeguarding Customers Working Group (SGCWG) which brings together Distribution Network Operators (DNOs), Gas Distribution Networks (GDNs) and suppliers as well as non-industry relevant bodies such as Age UK and Citizens Advice. We’re working together and with Ofgem to safeguard customers’ safety, access and communication needs.
Need some help?
We can give you the best telephone number for your type of account, once we know what your account number starts with. You can find your account number in MyAccount, and on your EDF bills, emails and letters.
Priority Services Register Promise
- The Priority Services Register (PSR) is free to join. It helps energy companies(1) like us to look after customers who have extra communication, access or safety needs. It helps us tailor our services to support households who may need extra help
- The PSR promise is made by all participating energy companies in England, Wales and Scotland. We promise to only share details as agreed with you, about your personal situation with our trusted parties(2) so they can tailor their services to help you
- By sharing your details with trusted parties, you’ll get extra support when you need it. For example, some customers depending upon their circumstances may be given priority if there’s a power cut. We will always follow privacy laws and your PSR information will never be used for marketing
- Once you’ve joined, you may be contacted to make sure your details are accurate and up to date. This will make sure we can give you the best support for your needs
- If anything about your situation changes you can tell your energy company and they’ll update your details. If you don’t want to be on the PSR anymore, just ask to be removed and they’ll do this for you.
- If you want to know more about the PSR, speak with your energy company, or you can visit their website