Local Authorities Q&A for Energy Companies’ Priority Services Register for people who are Clinically Extremely Vulnerable
What does this scheme mean for CEVs?
• Energy suppliers are required by the regulator, Ofgem, to hold a register of customers who
may need additional support called a Priority Service Register.
• If you are clinically extremely vulnerable you fall within Ofgem’s definition of a customer in a
vulnerable circumstance and therefore you should speak to your supplier if you would like to
be added to this register. You will not need to provide evidence that you are clinically
extremely vulnerable.
• The additional services provided to you will include accessible billing, safety measures when
someone from the energy supplier needs to enter your home, being able to nominate
someone to manage communications on your account and whether a prepayment meter is
appropriate for your situation.
• Suppliers have also agreed to provide additional support to consumers in financial difficulty
during the pandemic, which could include pausing debt repayments, stopping
disconnections, sending you prepayment top ups if you cannot leave the house and referring
you to independent debt advisors for support.
• Please contact your energy supplier for more information or visit:
https://www.ofgem.gov.uk/consumers/household-gas-and-electricity-guide/extra-helpenergy-services/priority-services-register
Further information is also available
at: https://www.ofgem.gov.uk/consumers/household-gas-and-electricity-guide/extra-helpenergy-services/priority-services-register
Will CEVs be required to provide evidence that they are vulnerable to receive help?
• No. Energy companies do not usually require evidence when adding vulnerable consumers
to the PSR, as this is usually done on the basis of a conversation between the consumer and
the supplier. Therefore, we do not expect that suppliers will ask for proof of CEV status.
Is this scheme only available to CEVs?
• No. The Priority Services Register is available to all vulnerable consumers. For more
information on the definition of who is classed as vulnerable, please see link here
https://www.ofgem.gov.uk/consumers/household-gas-and-electricity-guide/extra-helpenergy-services/priority-services-register
