A helping hand when you need it.
Need extra help?
We’re here for you
We offer products, services and additional support for people in difficult or vulnerable circumstances, from letters in Braille to supporting customers living with dementia.
What is the Priority Services Register?
Our Priority Services Register is a free support service for people who may be vulnerable – perhaps because of their age, health or disability, or if they’re going through a difficult time in their lives.
When you register
By registering, you can receive services such as large print or Braille bills and free gas safety checks. We will also share your data with your network operator, who will get in touch if your electricity supply is going to be interrupted. They’ll help you figure out what to do to stay safe.
Braille and audio letters (Energy & Home Services customers)
We can provide bills, statements and letters in Braille or large print or on a CD for you to listen to. Or we can call you to talk you through them.
Free gas safety checks
You may be eligible for free gas appliance checks if you are a pensioner, disabled, chronically sick or under 18; or if you live with a child under five.
Free meter relocation
If you can’t reach the safety valve on your gas meter or find it difficult to top up your Pay As You Go meter, we may be able to move it. Or we can fit a smart meter.
Need help reading your meter?
No one at home who can read your meter for you? We can send someone to take quarterly readings. Or we can fit a smart meter. And if you’re nervous about letting a stranger in, you can ask us to use a password when we arrive, so you know it’s us.
How you can register by phone. You can register if you:
- are over 65
- have a disability or long-term illness
- rely on medical equipment in your home
- Families with children aged 5 and under (less than 6 years old)
- have gone through a recent bereavement, break-up or job loss
- are recovering from a hospital treatment
- are living independently for the first time
Call 0800 0728 625 to register.
Or, if you are a Pay As You Go customer, call on 0800 294 8604.
Free BSL service. Video interpreters for British Sign Language users
We’ve partnered with SignVideo to provide free BSL video interpreters from Monday to Friday, 9am to 5pm.
Simply use your computer or smart device to connect to an interpreter and tell them you’d like to talk to British Gas. They can then translate your conversation with us in BSL.
Our smart meters. Keep an eye on how much you’re spending
Our smart meters can show you how much energy you’re using in simple pounds and pence.
With a separate easy-to-read monitor, they’re ideal if you find it difficult to read or reach your conventional meter.
How you can support a loved one
If you’re looking to help a loved one manage their British Gas account, here’s how you can support them:
Ask them to nominate you
If you look after a relative or loved one, they can nominate you to speak to us on their behalf. Call us and ask about our nomination scheme.
Get a power of attorney from the government
If you need to make decisions for a loved one, you’ll need to get a power of attorney from the government. Click here to apply for one on the government’s website.
Support for unpaid carers
We work closely with Carers UK to make sure carers like you are recognised, supported and valued. If you need a helping hand, click here.
Other ways we can help
Warm Home Discount
Keeping your home warm in winter can be pricey. You may be eligible for a one-off discount of £140.
Help with your bills
If you need help paying, you may be eligible for a grant from the British Gas Energy Trust.
We can help you figure out ways to cut down on your energy use (and lower your bills too).
Protecting you against scammers
We work with National Trading Standards on a programme called Friends Against Scams to keep you and you loved ones safe from scams and fraud, visit the Friends Against Scams website.
Free advice if you’re struggling financially
If you struggling to pay your bills, you can get free, independent advice from a number of organisations.
Need debt or money advice?
Income Max can provide free independent money advice to help you stay on top of your finances, visit the Income Max website.
And if you’re looking for free debt advice, visit the Tully website.
You can build a budget online in minutes and get free, independent debt advice to get you back on track.
Energy efficiency and fuel poverty
Agility Eco offer energy-efficiency advice and free boilers and white goods for people struggling financially, visit the Agility Eco website.
We’ve also set up our own help if you’re struggling to pay for your energy.
Help if you’re living with dementia
If you’re looking after someone with dementia or are living with the condition yourself, you can receive extra support through our Priority Services Register. Just give us a call on 0800 0728 625 to sign up.
Meet our specially trained team
Over 20,000 of our staff - from engineers to customer service advisers - have received dementia awareness training from the Alzheimer’s Society. That means we can provide you with the right level of support, whether that’s giving you a call to take you through your bills or arranging someone to pop over to read your meters for you. Click here to find out more about Dementia Friends.
Charities we work with and support
From teaming up with the Alzheimer’s Society on our Dementia Friends programme to holding bake sales in our offices to raise money for Macmillan Cancer Support, we work with and support a wide range of charities.
It’s all so we can serve you better and build a better world along the way.
Learn more about them
If you’d like to know more about the charities we support, just follow the links below:
Can’t find what you’re looking for?
We’ve tried to make this page as helpful as possible. But if you’re looking for extra support and can’t find it on this page, give us a call on 0800 0728 625.
You might find these websites helpful too
We’re always trying to improve our priority services for people in vulnerable circumstances. But on some occasions, we may not be able to provide the help or support you’re looking for.
We have put together a list of websites that might offer the help you need.
- Visit the W3C Web Accessibility Initiative website
- Visit the Action on Hearing Loss website
- Visit the British Deaf Association website
- Visit the Ability Net website
- Visit the Disabled Living Foundation website
- Visit the Disability World website
- Visit the Royal National Institute for the Blind website
- Visit the My web my way website
Need help with your water bills?
You may be eligible for your water supplier’s own priority services register. Use our helpful tool to find your water supplier.
Need extra help using our website?
We’re working in partnership with Recite Me to launch an accessibility toolbar that will help customers get the most out of our website. To find out more about what we’ll have to offer, read our toolbar user guide.