Extra Help

Get information about the services available for those who may need some extra help.

We’re here to help

At UW, we understand that no two customers are the same. That's why we have a range of free help and support services available, should you need it.

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Our free support services

We have a range of free services available that may assist you, and you can find out more below.

You'll also find the link to our telecom vulnerable customers policy and other codes of practice and policies here.

Communications in alternative formats

If you find it difficult to read your bills and statements, we can provide them in Braille, large print or by audio format. We can also provide other documents in special formats, if you need.

Password identification scheme 

You can choose a password which will be used by any of our team or representatives who visit your property, so you can check it is definitely us. Your password details will remain completely confidential, and will be only shared with people who need to use it. If you want to change your password at any time, just let us know.

Bill management

We can arrange for your bills to be sent to someone on your behalf. They will also be able to help you manage the account.

Priority Fault Repair

Priority Fault Repair is a free service for customers who rely on their Utility Warehouse Broadband and Telephone services for health and mobility reasons. If you're eligible, you'll get priority when you report a fault to us. The service is only available to you if your household includes someone at risk, or someone with accessibility requirements. Contact us for more information.


999 BSL

If you are a British Sign Language user and it is an emergency, 999 BSL is a new free Emergency Video Relay service for Deaf BSL users to contact the Police, Ambulance, Fire Brigade and Coastguard emergency services through a BSL interpreter. Customers will be able to make video calls to BSL qualified intermediaries who can translate between the customer and the emergency services.

The service is available 24 hours a day, 7 days a week, 365 days a year.

  1. To use the service you will need to open the 999 BSL app

  2. Press red button to call

  3. Connect to a BSL interpreter

Which emergency services can I contact via 999 BSL?

Police, Ambulance, Fire or Coastguard.

When is the service available?

24 hours a day, 7 days a week, 365 days a year.

How does the service work?

You can use the 999 BSL app or Website to make a call to 999, it will go to British Sign Language (BSL) interpreter first, who will appear on the screen. The BSL interpreter will then call the 999 operator through landline and will relay the conversation.

To find out more and download the 999 BSL app click here.

For more information about any of our support services, please get in touch.

Priority Services Register

The Priority Services Register is a confidential register which contains details of specific needs you have for which we can provide assistance. Customers with energy services can join the register, if they are a senior citizen, disabled or chronically ill. 

Specific services for those on our Priority Services Register include:

Meter reading

If you or anyone living with you is unable to read your electricity or gas meters, you can request that we read your meter once every three months.

Meter repositioning 

If you have a prepayment meter, and find it difficult to access it safely to top up, we can arrange to move it to a more appropriate location. We’ll need to speak to you to arrange this. You can call us on 0333 777 0777 to find out more or make a request.

Special controls and adaptors

If you find it difficult to use a particular appliance, our customer services team can give you advice on specialist equipment that may be helpful.

Gas safety check

A free annual check of all gas appliances is available to qualifying customers. These are carried out by Gas Safe registered engineers, who can also give you advice on the condition of your appliances and how to use them safely. We’ll need to speak to you to arrange this. You can call us on 0333 777 0777 to find out more or make a request.

Add a trusted person to your account

If you’d like to add an additional person’s name to your UW account, who we can speak to about your account on your behalf, please get in touch. You can call us on 0333 777 0777 to find out more or make a request.

How to join

Complete our online form here, or contact us if you would like more information.

Keeping you supplied

If you’re on our Priority Services Register, we will ensure your details, including any safety pass phrase, are passed to both your gas transporter (who is responsible for the pipeline that brings gas to your property) and the local electricity distribution company (which is responsible for the cables that bring electricity into your home). This ensures they are aware of your circumstances, in case of an emergency or supply disruption that may affect you.

If your gas transporter or your local electricity distribution company has to turn off your supply to carry out essential work, they will let you know at least two working days before any work starts. While we do our best to ensure a continuous supply, please note that this cannot be guaranteed.

If your gas transporter needs to disconnect the gas supply to your property for safety reasons, and you or someone living with you is on our Priority Services Register, your gas transporter will provide alternative heating and cooking facilities so far as is reasonably practical to do so. If electricity is crucial to you.

More about the Warm Home Discount scheme

The Warm Home Discount is a Government led scheme that offers financial support to households that need it most. If you live in Scotland, the Warm Home Discount works differently to England and Wales. 


For full details of the Warm Home Discount Scheme, visit our dedicated page, or contact us.

Help and advice for your bills

If you’re struggling to pay your bills, it’s really important that you contact us as soon as possible. Don’t leave it too long – we have a friendly, specialist team who’ll support you in the best way we can.

Get advice about energy bills

Get advice about mobile and broadband bills


Get independent advice

If you would like to receive free, impartial and practical advice regarding your energy supply, contact one of the following organisations: 

Citizens Advice and Advice Direct Scotland are the official sources of free and independent energy advice and support.

If you live in England or Wales, go to citizensadvice.org.uk/energy or contact the Citizens Advice consumer service on 0808 223 1133. Calls are free.

If you live in Scotland, go to energyadvice.scot or contact Advice Direct Scotland on 0808 196 8660. Calls are free.

Some other organisations that may be able to help:

Age UK 

Phone: 0800 678 1602

Online: ageuk.org.uk

Disabled Living Foundation 

Phone: 0300 999 0004

Email: info@dlf.org.uk

Online: livingmadeeasy.org.uk

Royal National Institute of Blind People (RNIB)

Phone: 0303 123 9999

Email: helpline@rnib.org.uk  

Online: rnib.org.uk

Royal National Institute for Deaf People (RNID)

Telephone: 0808 808 0123 

Textphone: 0808 808 9000 

SMS: 0780 0000 360

Email: contact@rnid.org.uk

Online: rnid.org.uk

MIND

Phone: 0300 123 3393

Email: info@mind.org.uk

Online: mind.org.uk

UW Hardship Fund

Here at UW, we know that the cost of living and energy crisis has put financial pressure on many households. That’s why we’ve created a fund to help our customers who are struggling to pay their bills.


To find out more about the fund visit our dedicated page or contact us.

Energy Efficiency Advice

One of the best ways to lower your gas and electricity bills is to reduce your energy use at home. Take a look at some of our simple, affordable tips and advice  – particularly for the colder months of the year, when your bills are highest.  


Find out more

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