Helping Our Vulnerable Customers


PrepayPower customers with exceptional home energy requirements can register with us as a vulnerable customer.

Also, any customer who needs help managing their account can nominate a third-party representative ( such as a relative or caregiver) to do so on their behalf. 

You'll find our nomination and registration forms below. 

Are You a Vulnerable Customer?

There are two types of vulnerable customers:

  • A Priority Services customer is critically dependent on electrical equipment such as life-protecting medical devices and assistive technology. We will never request a disconnection unless instructed by the customer.

  • A Special Services customer is of an advanced age (over 65) or has physical, mental, intellectual or sensory health difficulties. Customers will never be disconnected during the winter months.  

  • Registered vulnerable customers cannot have their meter of record disconnected for non-payment until March 31st, 2024. Please find our Vulnerable Customer Codes of Practice.


Registration and Nomination


You can complete the online form below to register as a Priority Services or Special Services vulnerable customer.

You can also download the form here and email it to

call 0818 919 487 to request a paper form and stamped addressed return envelope.

Each method allows you to nominate a third-party representative to manage your account. If you're not a vulnerable customer, please only provide information relevant to the nomination. 

Important Information: Your doctor may be asked to provide evidence of your use of the electrical equipment listed below. 

Your Address
Do you have any of the following Life Support Machines?
Oxygen Concentrator
Personal Suction Pump
Peg Tube Feeding Pump
Total Perental Nutrition Machine
Home Dialysis
Do you have any of the following NON Life Support Equipment?
Household Lift
Stair Chair
Electric Hoist
Electronic Pressure Relieving Mattress
Other (Please Specify Below)
Sleep Apnea
Wheelchair Bound
Artificial Limbs
I am aged 66 or over and live alone, with minors or other elderly people
Sight or Hearing Impaired
Partially Sighted
Hard of Hearing

Alternative Person

If you would like to have an alternative person nominated to manage your account, that's no problem at all! Simply fill in their details below. We'll send them a message then to confirm they're nominated to manage your account. 

How would you like to be contacted?
In completing this form you agree to share this infomration with ESB Networks. This allows ESB Networks to provide you with additional services to suit your customer category.
I have completed form with all relevant information.
I have completed form with all relevant information.