Looking after our vulnerable customers

Extra help when you need it

We’re aware that all our customers have different needs and understand that sometimes you may need a helping hand when it comes to either paying your bill or communicating with us.

That’s why our colleagues are trained to recognise situations where you may need a bit of extra help. If you need additional support, please do contact us.

We can provide:

  • Bill reading services
  • Large print bills
  • Nominating relatives or friends to talk to us on your behalf
  • Accessible formats
  • Request a password

The Priority Services Register

We understand it can be stressful to experience issues with your heating, especially if you’re in a vulnerable situation.

That’s why if you’re a Last Mile Heat customer with extra needs, you can be added to our Priority Service Register – it’s a completely free service designed to make sure we’re taking care of your communication, access or safety needs.

How to know if you’re eligible for the Priority Services Register

You and other people in your house can join the register if you/they are:

  • suffering from a terminal or chronic illness;
  • mentally or physically disabled, or having a hearing or visual impairment;
  • of an age which requires additional support; or
  • suffering severe financial difficulty.

It’s easy and free to join the Priority Services Register.

To register, please fill in and submit the form below. If you need help with the form, or would prefer others ways to get in touch, please visit our contact us page.

Apply to join our Priority Services Register