What is the Priority Services Register?
The Priority Services Register (PSR) is a free service offered throughout the energy industry. It's available to customers in England, Wales and Scotland. Read our frequently asked questions for more information.
We can give you extra support and advice when you need it. Our priority services include the following;
Getting your bills and letters in large font, Braille or talking bills
Making sure your health and well-being are protected if there’s a power outage
Free gas safety checks to make sure your appliances are safe
Arranging for anyone visiting you to have a pre-agreed password to confirm their identity
Arranging for a smart meter to be installed or for someone to read your meter regularly if you can't
Arranging for someone you trust to manage your bills for you
Support we offer our customers
Are you vulnerable, or know someone that is, and need extra help? We provide a range of advice and support including;
Support with managing your money
We work with Citizens Advice Plymouth to give you independent advice to help you manage your money. This includes help to prioritise different types of bills, and support to help you find the right options to improve your situation.
Advice to increase your income
We want to make sure that you get everything that you’re eligible for, and that your income is maximised to its full potential. We've teamed up with IncomeMax to make sure you're not missing out on any state benefits or tax credits.
Use IncomeMaxs' handy guide to view more information on benefits and financial schemes that may be available to you.
Ways to help you stay safe
Let us know if you're if you have essential medical equipment that needs an uninterrupted power supply. This will help us keep you safe.
If you've registered for help from our Priority Services Register, we'll also make sure that the distribution network operator is also aware of your needs, so that they can support you in case of a power outage.
If you receive benefits or a state pension, we may be able to check your gas appliances for free. Read our gas safety check information leaflet (PDF 135KB).
Use our form to check if you're eligible for a free gas safety check. You'll need to apply for this every year.
Help from our Customer Support Fund
If you're vulnerable our Fund could help you with electricity or gas bill debts, and provide essential white goods such as a fridge or cooker.
Step 1: You'll also need to have sought independent advice before you apply. You can seek advice through one of the listed independent charities below or choose one that you prefer.
Citizens Advice, StepChange Debt Charity or National DebtLine
Step 2: Apply for help from the Customer Support Fund on the Let's Talk website. You'll need to have your EDF account number and current energy debt balances ready, along with details of your household finances and vulnerability. It may be helpful to have your more recent energy bill to hand when you apply. The form will guide you through the process and automatically save so you won't lose your progress.
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.
We're proud to be part of the Vulnerability Commitment
The Vulnerability Commitment is a voluntary agreement launched by Energy UK in December 2020. It is open to all energy suppliers in the UK. As part of this commitment, we pledge to go above and beyond when it comes to improving the services we offer our vulnerable customers.
Some of our achievements include:
- Our COVID-19 lockdown response
- Our work with partners, including Citizens Advice Plymouth and IncomeMax
- We are in our tenth year of providing the Warm Home Discount Scheme
- We introduced the Customer Support Fund (previously known as the EDF Trust Fund)
- We are working to improve our website accessibility and our online Priority Services Tool
Other ways we can support you
Tips to lower your heating bills
Discover everything you want to know about energy efficiency at home. Whether you want tips on how to lower your heating bills or you need a bit of guidance on energy-efficient appliances, we're here to help.
Move your meter to a better place
Are you, or anyone else in your home, disabled or has difficulty reaching or reading your gas or electricity meter? Don't worry. We may be able to move your meter to a new position so it's easier for you to read.
Get a smart meter
With a smart meter, you'll see exactly how much energy you're spending in pounds and pence.
The in-home display works with your smart meter to help you keep an eye on your energy use and costs. Customers who are blind or partially sighted can benefit from an accessible in-home display which has high-contrast, tactile buttons and speech options for easy use.
Government schemes and benefits
You may be eligible for certain grants and benefits if you:
- have reached state pension age
- have a disability
- have no income or a low income
- have missed payments to your energy supplier
Extra help with energy costs during the winter months
Cold Weather payment - Provides extra support for those who need it when the average temperature in your area you live is recorded as, or forecast to be, zero degrees celsius or below over 7 consecutive days. You’ll get £25 for each 7-day period of very cold weather between 1 November and 31 March.
Winter Fuel Payment - If you were born on or before 26 September 1956 you could get between £150 and £300 to help you pay your heating bills. This is a one-off annual payment that gets made automatically if you're eligible.
Helping to keep out of debt
Third-party deductions or fuel direct payments - If you receive certain benefits, you can pay your energy bills or debt over time directly out of your benefits.
Extra support through the Household Support Fund - The government launched a £500m support fund in October 2021. Local councils were awarded extra funding to help customers through the winter. Anyone needing support should contact their local council who can help them access the fund. Read more about the funding and how it works.