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Extra support

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Priority Services

We offer priority support services to customers who need a little extra help. You, or someone acting on your behalf, can register with us and tell us about any special requirements you may have. For example, if you’re of pensionable age, have a chronic illness, a disability, or you're pregnant and/or have young children under five years old.

Register for priority services

Read our FAQs below to find out more about the services we offer.

Bereavement support

We understand that this is a very difficult time and we’re here to do everything we can to help.

You can let us know if someone has passed away by calling our customer support team on 0345 555 7100.

So that we can help to finalise their account, it would be useful to have:   

  • The name and address of the person who has passed away and, if available, their account number

  • The details of the person who will be taking responsibility for their estate.

  • A recent meter reading, if possible.

Read our FAQs below for more ways to get in touch and to find out more about what to do when someone close to you has passed away.

Support for vulnerable households

We know that some of our customers need a bit of extra help or specialist support.

Our mantra is simple: whatever your situation, whatever your needs, we’re here to help.

The Vulnerability Commitment was launched by Energy UK in December 2020 and we’re proud to be one of the founding signatories. We pledge to support our customers facing vulnerable circumstances in any way we can.

Energy saving advice

Find out how much your household is generating with our Carbon Footprint Calculator, then head to our energy saving advice page for ways to save money on your energy bills and reduce your carbon emissions.

Related FAQs - Extra Support

Can't find an answer to your question?

Send an email to, our average response time for email and app queries is 2 working days.

If you would like to speak with someone, give us a call on 0345 555 7 100

Monday to Friday 9:00 - 19:00

Saturday and Sunday 9:00 - 17:00

Prefer to phone a landline? Call 01453 761482

Alternatively, if you are a business customer, please contact

Smell gas? Call the National Gas Emergency Service on 0800 111 999