Caring for our vulnerable customers

policies5

Priority Services

At ESB Energy, we recognise that some of our customers have special requirements where continuity of energy supply is critically important. If you or a member of your household depend on electrical medical equipment (e.g. home dialysis machine, a ventilator or an oxygen concentrator), please call us to discuss your requirements on 0345 60 70 372 or via email at help@esbenergy.co.uk. Our agents are available 8am to 8pm Monday to Friday and 9am to 5pm on Saturdays. 

Alternatively, please click here to download our Priority Services Application form.

ESB Energy will not request disconnection of registered Priority Service customers other than if asked to do so by you or for fault / safety / maintenance reasons. 

Special Services

We also acknowledge that some of our customers have vulnerabilities as a result of advanced age, physical or mental health difficulties. We can provide braille bills, audio bills or large print to visually impaired customers.

Gas Safety Check

If you are registered with us for Priority Services or Special Services and live alone or with others who are of pensionable age, chronically sick or disabled, or you live with a child under the age of 5 then you could be eligible for a free gas safety check provided:

  • You do not live in a property where the landlord is responsible for arranging a gas safety check
  • You receive a means tested benefit
  • You have not had a gas safety check carried out on the premises in the last 12 months

Your Gas Safety Check will be carried out by qualified person and will include checks of appliances and any other gas fittings. This will also include reviews of the safety and effectiveness of any flue, the air-supply or the operating pressure. To arrange your gas safety check call us on 0345 60 70 372.