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Priority customers

Priority services

Joining the Priority Services Register

To join our Priority Services Register please contact us using the contact details below or you can complete an online form here.

We will need your name, address and telephone number(s) and the reason for you being medically dependent on electricity, or vulnerable.

For customers in the Midlands please contact:

Priority Customer Services
Records Team
Western Power Distribution
Herald Way
Pegasus Business Park
Castle Donington
Derbyshire
DE74 2TU

Tel:  0800 096 3080
Email:  wpdpriorityservmids@westernpower.co.uk*
If you are deaf or hard of hearing, you can speak to us on the number above using Text Relay by dialling 18001 first using your textphone.

*Emails to this address are only picked up during office hours. If you need to report, or request information about a power cut please click here.

For customers in South Wales and the South West please contact:

Priority Customer Services
Records Team
Western Power Distribution
Lostwithiel Road
Bodmin
Cornwall
PL31 1DE

Tel:  0800 096 3080
Email:  wpdpriorityservices@westernpower.co.uk*
If you are deaf or hard of hearing, you can speak to us on the number above using Text Relay by dialling 18001 first using your textphone.

*Emails to this address are only picked up during office hours. If you need to report, or request information about a power cut please click here.


Benefits of being on our register

Sometimes power cuts can happen for reasons beyond our control.

We know this can be particularly worrying if you rely on electricity for medical equipment or if you are elderly, very ill or disabled. 

If you join our FREE Priority Service Register we can:

  • Give you a direct number to call in the event of a power cut so you can get straight through to us;
  • Agree a password with you before we visit, so you feel safe;
  • Provide special help, if needed, through the British Red Cross;
  • Inform you about planned interruptions to your electricity supply;
  • Keep you as informed as possible in the event of an unplanned power cut. 

Please click here for more information about our services and how to contact us.

Please click here for our power cut advice leaflet.

Please click here to view our accessibility options.

Customers on our register can ask us to agree a password with them should we need to visit them.  This will ensure they feel safe and know who is at their door.

We also have an agreement with the British Red Cross which allows them to attend large scale emergencies and support customers without power.

 

Priority Service Register referral 

We are asking organisations to partner with us so we can identify and support hard-to-reach customers through their front-line services. Please click here for our brochure that explains how this can be done.

 

Priority Service Register Promise

The Priority Services Register (PSR) is free to join. It helps energy companies* like us to look after customers who have extra communication, access or safety needs. It helps us tailor our services to support households who may need extra help.

The PSR promise is made by all participating energy companies in England, Wales and Scotland. We promise to only share details as agreed with you, about your personal situation with our trusted partners/parties** so they can tailor their services to help you.

By sharing your details with trusted partners/parties, you’ll get extra support when you need it. For example, some customers depending upon their circumstances may be given priority if there’s a power cut. We will always follow privacy laws and your PSR information will never be used for marketing.

Once you’ve joined, you may be contacted to make sure your details are accurate and up to date. This will make sure we can give you the best support for your needs.

If anything about your situation changes you can tell us and we will update your details. If you don’t want to be on the PSR anymore, just ask to be removed and we will do this for you.

* Energy companies include gas and electricity suppliers, the networks companies who transport energy to your home and meter operators.
** Partners/parties include trusted charities such as the British Red Cross, who may assist during incident situations to support companies in safeguarding you and other household members.


Have you considered also registering with your water company who may offer similar support services?

 

Bristol Water

If you are a customer of Bristol Water you could join their Customer Care Plus register which helps them identify and respond quickly to the needs of customers who require extra care.

The special services they provide are free of charge and available to anyone living within their supply region, regardless of whether you are the bill payer. 

If you feel you may need extra care in the event of a disruption to your water supply, or have a specific need that you may need extra support for then please click here for more details. 
 

Wessex Water

Wessex Water are a regional water and sewerage business serving customers across the south west of England including Dorset, Somerset, Bristol, most of Wiltshire and parts of Gloucestershire and Hampshire. 
 
If you have particular requirements due to your age, ill health, a disability, mental illness or additional needs, register for Customer Care Plus so that we can take this into account. Click here for more details.
 
If you are a Bristol Water and Wessex Water customer, you only need to register once as our joint venture billing company BWBSL operates the Customer Care Plus service for both companies. You can check their operational areas here.
 

South West Water

South West Water provides reliable, efficient and high quality drinking water and waste water services throughout Cornwall and Devon and in small areas of Dorset and Somerset.

If you or someone in your household has additional needs because of age, disability or illness (for example receiving home dialysis), you may wish to be included on their Priority Services Register so that they can provide specialised services to you.

 

Dwr Cymru Welsh Water

Dwr Cymru Welsh Water serves customers in most of Wales and parts of England such as Herefordshire.  
 
Some people need a little extra help with their service, especially if there's a problem with their water supply.  For example people who are disabled, elderly, have a medical condition or have learning difficulties. 
 
Let us know if you think you or a family member wants to register for our Priority Services.
 

Anglian Water

Anglian Water supplies water and water recycling services to more than six million homes and business in the east of England. 

In a region that stretches from the Humber north of Grimsby, to the Thames estuary and then from Buckinghamshire to Lowestoft on the east coast, we understand that from time to time some of our customers will need extra special care and that’s just what our priority service offers.
 
Register and we can give extra help with:

•        water when the supply is interrupted 
•        special tariffs 
•        alternative ways of getting information
•        reassurance against bogus callers
 
Applying is easy, you can apply online or complete and return our registration form

You can also apply on behalf of a family member or neighbour so they can benefit from this service.


Severn Trent Water

Severn Trent Water supplies clean water and treats waste water for over 4.3million UK homes and businesses across the heart of the UK. Our region stretches across the heart of the UK, from the Bristol Channel to the Humber, and from mid-Wales to the East Midlands.

Some people have medical conditions or other circumstances, which means a disruption to their water supply can cause huge problems for them. Our Priority Services helps us to help these customers when they need it most. We all rely on water in our daily lives, but for some a disruption to water supply can be particularly distressing and difficult. That’s why we offer extra help and priority treatment during an incident. It helps us to help you if we know what extra support you may need. All our priority services are free. Click on the here to see if you are eligible and if so, register now.
 

South Staffs Water

South Staffs Water supplies high quality drinking water to approximately 1.3m people in the West Midlands, South Staffordshire, South Derbyshire, North Warwickshire and North Worcestershire areas. 

If you or someone in your household has additional needs or requires extra help you may wish to join their Priority Services Register to receive support with:
 
  • Alternative ways to receive your bill;
  • Nominating a friend or relative to manage your account;
  • Special tariffs;
  • Reassurance against bogus callers;
  • Dealing with interruptions to supply if you have a medical condition. 
Applying is easy, simply complete their online form found here.

Contact us

Emergency information

0800 6783 105

General contact enquiries

0800 096 3080