Priority Services

Additional help for those who need it

We offer additional help and services to our customers and their families who are in vulnerable situations.

If anyone in a property supplied by us over the age of 60, has Children under 5, has physical or mental disabilities or uses critical medical equipment can register. The also includes temporary situations such as recovering from surgery or after a bereavement.
Anybody living in a property we supply can be added to our register free of charge. The benefits of being on the register include:

  • If you are visually impaired, or suffer from any conditions that make it difficult to read or understand our statements or other communications, we can work with you to find the best solution
  • Move gas and/or electricity prepayment meters if they are inaccessible
  • A password scheme operated by our metering agents, so you can be confident about who you answer the door to.
  • Sending bills and statements to another person (if authorised by the account holder)
  • Reading meters quarterly (if no person occupying the premises is able to read the meter)

If you agree to us passing your details to your local network distribution company, they will also be able to ensure you are taken care of during issues such as power cuts. This could include hot meals, regular updates or even providing a generator.

Your Water company can also provide you with similar services. To find out more about other free services across industries you can read and download the “Essential services guide” here

If you, or any Flow customer that you know, qualifies to be on our register, please call us on 0800 092 02 02 or email us at

(Last updated: 04/02/19)