Everything you need to know about the Priority Services Register
What is the PSR?
It’s a free UK-wide support service designed to give you peace of mind. It lets both us and local network operators know that you might need help quickly.
How it helps you
Priority during power cuts: You’ll be at the top of the list for updates and support to get you back up and running.
Share the load: You can nominate a friend, relative or carer to manage your account and handle your bills.
Doorstep safety: You can set a password that our representatives, such as engineers, must use when they visit. They’ll always have ID, as well.
Is this for me?
You can register if someone in your home:
Has reached pension age.
Has a long-term health condition or disability.
Needs to store medicine in a fridge.
Has mental health support needs.
Has children under 5 at home.
Needs temporary help: We know life happens. If you’ve just come out of hospital or are dealing with a loss, we can support you for as long as you need.
You’ll be asked if you’d like to be added to the register when you join. If you’re already a member you can add yourself to the register in the “Priority Services” section of your account.
Once you're on the register, take advantage of Priority Services designed to make your life easier:
Nominate someone to take care of your account for you. We will send your nominated person your statements, as long as they agree to receive them.
We can install a smart meter at no extra cost if you struggle to read your meter, or can't reach a prepayment meter to top up.
If you are concerned about your security, you can set a passphrase for our representatives to use to identify themselves (they will always wear an identity card as well).
If you are having trouble reading your statements for any reason, contact us and we will assist you.
Ready to join?
Readable for everyone
We want to make sure you can read your bills easily. We can send them in a format that works for you, including large print, Braille or audio.
Contact us
Need help with the PSR or want your bills in an easier format? Reply to this email or give our friendly team a call on 0808 164 1088. We’re around Mon - Thu: 9am - 5pm and Fri: 9am - 4pm.
Extra help for our customers
Please, please get in contact with us if you’re ever struggling with your bills. Find out more about what you can do, how we can help, and external support you can access.
We set up the Octo Assist Fund in November 2021 as part of our campaign to help those worried about paying for their energy during this Winter. If you're an Octopus customer, you can access our Financial Support form here – a quick and simple online tool which asks you a series of questions about your financial situation.
Free Gas Safety Checks
Eligible customers can receive a free gas safety check once every 12 months. You can request a free gas safety check if you own your own home, receive means-tested benefits & you either:
live with a child who is under five years old
are of pensionable age, disabled or chronically sick and live alone
are of pensionable age, disabled or chronically sick and live with others who are all of pensionable age, disabled, chronically sick or under 18
If you’re eligible, our trusted gas safe registered partners will contact you to arrange an appointment.
If you’re not eligible for a free gas safety check, we still recommend you have your gas appliances checked annually by a qualified gas safe engineer. Find an engineer near you on the Gas Safe Register.
If you're a renter it is your landlord’s responsibility to:
repair and maintain gas pipework, flues and appliances in your home
ensure an annual gas safety check takes place for each appliance and flue
keep a record of this annual safety check, and share it with you
What happens during a gas safety check?
Your gas appliances and gas fittings will be checked by a person who is an authorised gas safety engineer.
The engineer will check the effectiveness of any flue, the supply of combustion air, its operating pressure and/or heat input; and that it is operating safely.
What happens if an appliance fails the safety check?
The appliance will be disconnected and labelled to say that it’s not safe. The engineer will let you know if the appliance can be repaired or if it needs to be replaced.
You'll need to arrange for the repair or replacement of the appliance yourself; our engineer will not be able to do this for you while they visit.
Find an engineer near you who can help on the Gas Safe Register.
❗❗ Do not try to use an appliance until it’s safe to do so or if you’ve replaced it ❗❗
An unsafe appliance won’t burn gas properly, which can lead to carbon monoxide poisoning. Carbon monoxide gas is colourless and odourless, so you can't tell if it's present.
If you believe you have been exposed to carbon monoxide, go to a hospital and seek medical attention immediately.
Find out more about carbon monoxide on the Gas Safe Register.
*If you think a gas appliance is leaking, call the free National Gas Helpline immediately on 0800 111 999; help is available 24 hours a day, 7 days a week