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.
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.
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 firstname.lastname@example.org.
Or 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.
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.
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