Priority Services

If you need additional support due to age, ill health, disability, mental health or a temporary change in your personal situation, we are here to help.

Priority Services is designed for customers with additional needs who may need extra help.

By signing up for free you can choose which services you would like to receive.

Who is eligible?

You may be eligible for Priority Services if any of the following apply to you.

Sign up to Priority Services

If you require extra support, simply sign up for free and choose which services you would like to receive.

Update your details

If your circumstances have changed, you can update your details or remove yourself from our register at any time.

Ways we can help

Many of the following services may apply to you. We have worked with organisations and charities to identify the services that may be of most benefit to customers with specific needs.

What to expect once you have registered

A warm welcome

Once you have registered, you will receive a welcome letter to confirm we have added you to our register.

This will include:

  • what services you have signed up to, including any communication needs you have selected
  • how we will support you during an incident
  • how we will use your data
  • the information we share with other organisations and how to opt out
  • our promise to knock and wait if you need more time to answer the door when we visit
  • our contact details if you ever need to get in touch with us
  • what to do if your situation ever changes.

Checking in with you

We will check in with you every two years to make sure we are providing you with the best possible service.

Within each two-year period, we will try to contact you twice by text, email or post.

This will help us to ensure your details are up to date so that we can fully support you and tailor our service to your needs.

Find out how to identify genuine text messages from us.

A customer’s experience with Priority Services

We support over 100,000 customers through Priority Services. Everyone’s needs are different, and our register is designed to provide tailored help.

Susan is one of the thousands of customers we've helped - listen to her story to find out more about the support available.

Our vulnerability strategy

Read our vulnerability strategy, Every Customer Matters, which outlines our commitment to support those who need extra help.

Developed with customers, organisations, charities, and stakeholders, our strategy describes the work we have done in this area to date as well as our plans to widen support in the future.

Request a leaflet

If you would like a physical copy of this information or a paper application form, please get in touch.

Independent advice

There are a number of independent organisations which offer advice on a range of subjects, from disability and ill health to wellbeing and money.

How we use your data

Our privacy policy tells you how we will collect, use, and share your personal data so we can provide you with extra help through Priority Services.