Home Coronavirus: Help and support Help available from energy providers for Clinically Extremely Vulnerable customers
fuel bill with the words gas & electricity circled

Help available from energy providers for Clinically Extremely Vulnerable customers

by Cathy Sheel

Residents who are Clinically Extremely Vulnerable are now eligible for additional support from their energy providers.

There is help available for many clinically extremely vulnerable residents concerned about paying their energy bills this winter. Energy suppliers are required by the regulator, Ofgem, to hold a register of ‘customers in a vulnerable situation’, called a Priority Service Register.

Those who are clinically extremely vulnerable can now be added to this register and become eligible for additional support. This support includes:

  • accessible billing;
  • safety measures when someone from the energy supplier needs to enter their home;
  • pausing debt repayments;
  • stopping disconnections; and
  • sending prepayment top ups if they cannot leave the house.

While energy suppliers have a duty to proactively identify their vulnerable customers, they will not automatically have information about their clinically extremely vulnerable customers, so for information about how to be added to the register, and the additional services your supplier can provide you, please visit Ofgem’s website.