Priority Services Register

Extra help for customers during the energy crisis

Please, please get in contact with us if you’re 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.

If you are of pensionable age, disabled or chronically sick we can add you to our priority services register.

You're also eligible if you:

  • Are recovering from an injury
  • Have a hearing or sight condition
  • Have a mental health condition
  • Are pregnant or have young children
  • Have specific communication needs (such as if you don’t speak or read English well).
  • You may be able to register for other reasons if your situation isn’t listed. For example, if you need short-term support after a stay in hospital.

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.

When you are on the register you can take advantage of Priority Services designed to make your life easier:

  1. 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.
  2. 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.
  3. 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).
  4. If you are having trouble reading your statements for any reason, contact us and we will assist you.

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 gas safety partners at SMS will contact you to arrange an appointment.


What if I'm not eligible for a free check?

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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.

What if I rent my home?

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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 colorless and odorless, 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


Hey I'm Constantine, welcome to Octopus Energy!

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