Support for Vulnerable Customers: Utilities, Phone, Gas, Water & Internet
Many households face additional challenges when managing essential services such as energy, water, broadband, phone and gas. For people with special educational needs (SEN), disabilities, long-term health conditions, caring responsibilities or other vulnerabilities, it’s especially important to know what extra support is available. Below is an overview of the kinds of help you can ask for — and some key providers with direct links to their support pages.
What support can you ask for?
When you identify as vulnerable (for example you have a disability or long-term health condition, you are a carer, children under 5 in the household, you have mobility or communication needs, or you are on a low income) a number of additional support options are often available:
- Priority Services / Priority Services Register (PSR): This is a free service many energy, water and utility firms offer. It allows you to receive extra help, such as:
- bills or information in accessible formats (large print, braille, audio)
- advance notice of planned interruptions to supply (electricity or water)
- password-protected visits from engineers so you can confirm their identity
- help with meter readings or moving hard-to-reach meters
- a nominated person to receive bills or act on your behalf. Scope+2Uswitch+2
- Social tariffs & discounted packages: For broadband, phone and internet services many providers now offer special lower-cost plans (“social tariffs”) for customers on benefits, low income or with certain vulnerabilities. www.ofcom.org.uk+1
- Flexible payment plans, hardship funds and bill support: If you are struggling to pay bills, many suppliers will work with you – offering affordable payment plans, temporary breaks, referrals to charitable grants and help to check you’re getting all the benefits you’re entitled to. MaPS+1
- Communication and accessibility support: If you have sight, hearing or communication support needs (for example BSL, large print, a nominated carer or supported decision-maker) you can ask your supplier for reasonable adjustments. Scope+1
- Water, gas and other utilities support: Even if your service is water rather than energy, similar priority registers exist and you should ask your supplier what extra help they offer. MaPS+1
How to use this support
- Contact your current supplier(s) or service provider (energy, water, broadband/phone) and ask whether they have a Priority Services Register or vulnerability support scheme.
- Explain your circumstances (you may be asked to confirm you have a long-term condition, caring responsibility, mobility/communication need, children under 5 etc) – you don’t need to prove everything, but a short explanation helps. Uswitch
- Ask for what you need: e.g., bills in large print, notification of planned supply interruptions, a nominated person to act on your behalf, cheaper broadband or phone tariff.
- For broadband/phone: check whether you qualify for a “social tariff” (reduced cost plan) if you are on benefits or low income. www.ofcom.org.uk+1
- If you are behind on payments or worried about future bills, ask your supplier for a payment plan or hardship fund, and check with independent advice agencies (eg Citizens Advice) for debt and benefit checks. MaPS
- When you switch provider (energy, broadband etc), make sure to register your vulnerability status with the new company – your protection doesn’t automatically transfer. Uswitch
Key Providers & Links
Here are some example providers in the UK and links to their support pages for vulnerable customers:
Key Provider Support Options
| Provider | Support offered / Scheme | Link |
|---|---|---|
| British Gas (energy) | Their Priority Services Register (PSR) offers: alternative bill formats (large print, Braille, audio), free annual gas safety checks, nominee scheme, password visits, relocating a difficult-to-reach meter. British Gas+2British Gas+2 | British Gas PSR page British Gas+1 |
| BT (broadband/phone) | Offers the Home Essentials social tariff: discounted broadband & phone packages for people on certain benefits/low income. Eligibility includes Universal Credit, Pension Credit, ESA, JSA, Income Support. BT+2Choose+2 | BT Home Essentials page BT |
| Virgin Media (broadband) | Social tariff options labelled “Essential” / “Essential Plus” for low-income / benefits households, offering lower-cost broadband plans. Virgin Media+1 | Virgin Media Low-income broadband page Virgin Media |
| Hyperoptic (broadband) | Social tariff “Fair Fibre” offering discounted full-fibre for households on benefits/low income: e.g., 50 Mb for ~£15/month. Hyperoptic | Hyperoptic social tariff page Hyperoptic |
| YouFibre (broadband) | “You Social Tariff” for both new and existing customers on Income Support, Pension Credit, Job-Seeker’s etc. youfibre.com | YouFibre Social Tariff page youfibre.com |
| Vodafone (mobile) | Social tariffs for mobile/airtime for those on Universal Credit, ESA, JSA, Disability/Carer benefits: e.g., “VOXI For Now” unlimited data for ~£10/month for those eligible. Vodafone | Vodafone cost-of-living support page Vodafone |
| Energy UK (industry association) | Not a supplier, but their “Vulnerability Commitment” covers many energy suppliers (covering ~95% of domestic retail market) pledging extra support for vulnerable customers. Energy UK+1 | Energy UK Vulnerable Customers page Energy UK+1 |
Expanded Support Provider Table
| Service type | Provider | Support scheme | Link to support page |
|---|---|---|---|
| Water | Bristol Water | Priority Services Register (PSR) – for disability, mobility issues, mental-health, large-print bills, meter readings, bottled water if supply cuts. bristolwater.co.uk | Bristol Water – Priority Services |
| Water | Yorkshire Water | PSR – free registration for customers with extra needs. yorkshirewater.com+1 | Yorkshire Water – Priority Services |
| Water | Thames Water | Priority Services – bills in alternative formats, password scheme for visits, dedicated number, extra notice of supply issues. Thames Water | Thames Water – Priority Services |
| Water | Affinity Water | PSR – free to join; for communication, access, physical or mental-health support. affinitywater.co.uk+1 | Affinity Water – Priority Services |
| Water | South East Water | Priority Services – quick online form or phone registration. southeastwater.co.uk | South East Water – Priority Services |
| Water | South Staffs Water | Extra help register – nominate someone, download form. south-staffs-water.co.uk | South Staffs Water – Priority Services |
| Energy | Industry / multi-supplier | Energy UK “Vulnerability Commitment” – principles for energy suppliers to support vulnerable customers (includes PSR for energy). Energy UK+1 | Energy UK – Vulnerable Customers |
| Broadband/Phone | Industry / regulatory guidance | Ofcom – Social tariffs: cheaper broadband/phone packages for people on Universal Credit, Pension Credit or other benefits. www.ofcom.org.uk+1 | Ofcom – Social Tariffs |
Why this matters for SEN / Vulnerable Support
For families and individuals supported through your SEN service, this support means:
- Better peace of mind: Knowing you’ll receive extra help if something goes wrong (e.g., blank meter, interruption of service)
- More accessible communications: You can receive information in the format you need (large print, audio, via a nominated carer)
- Reduced financial stress: Access to cheaper tariffs and payment flexibility means less burden on household budgets
- Keeping connected: For young people with SEN, access to broadband/phone/internet is often essential for learning, therapy, communication. Social tariffs help keep that connection active.
- Safety and health: For those who rely on medical equipment, power/water supply is critical. Being registered ensures quicker help.
SEN Access 