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.

If you also need support paying your bills, we may be able to help through one of our help-to-pay schemes.

Who is eligible?

Priority Services is for anyone who needs extra help. We offer support for a range of conditions, illnesses and situations – these include but are not limited to those listed below.

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.

Confirm your circumstances haven’t changed

Confirm your circumstances haven’t changed to remain on our register. We check this every two years.

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 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.

Elderly customer sat in an armchair with a cup of tea

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.