Our Extra Care register

Our free Extra Care register

Our dedicated service for households looking for a little extra help and support during a power cut.

Extra Care register is the new name for our priority services register, so if you've already signed up, don’t worry, you don’t need to do anything extra.

If you joined the register before 2021 we ask you to update your details, even if nothing has changed, so we can ensure our extra care services are available when you need us most.

You're eligible to join our Extra Care register if you:

  • have reached your state pension age
  • are disabled or have a long-term medical condition
  • are recovering from an injury
  • have a hearing or sight condition
  • have a mental health condition
  • are pregnant or have young children
  • have extra communication needs (such as if you don’t speak or read English well)
  • need to use medical equipment that requires a power supply
  • have poor or no sense of smell
  • would struggle to answer the door or get help in an emergency.

You may still be able to register for other reasons if your situation isn’t listed - for example, if you need short-term support after a stay in hospital. 

If you'd like to leave the Extra Care register, please complete our short form.

If you're a business looking to join our business Extra Care register click here for more information.


Ready to sign up?

If you're ready to sign up to our free Extra Care register or would like to update your details, you can do that easily, either through our website or by giving us a call on 0800 195 41 41 and we'll take care of the rest.

Sign up now

What does it mean to be on the Extra Care register?

We know every household’s needs are different - that’s why our Extra Care support is led by you. Our flexible approach means we can act to support a variety of challenges your household faces, with a personal and supportive service.

Here are just some of the ways we're supporting your neighbours, friends and family across the North West.

Our dedicated Extra Care team

Our friendly and dedicated Extra Care experts have been trained to deal with a variety of sensitive situations. You can reach out via email, social media or over the phone, meaning our extra help, is only ever a conversation away.

Keeping in touch

Our Extra Care register provides us with your preferred contact information, so if we're aware of a planned power cut or fault in your area, we can reach out and check if you need a little extra help. We can also let you know of potential bad weather and help you to prepare should your power go off.

Help for households

We know times are tough for many of us right now. That’s why we’ve partnered with local charities throughout the North West to provide an extra helping hand. From supporting you to understand and reduce your electricity bill, to providing wider expert money saving advice, their help is free and impartial to every Electricity North West customer.

Password scheme

Every Extra Care customer has free access to our password scheme. So if we ever need to visit your home and you want to check that it’s really us, our representative will make a quick phone call to find out your password, prove their identity and keep you feeling safe.

Sign up now

Nominated contact

As well as your own details, you can nominate a friend, carer or family member to receive updates on your behalf. If you live on your own this can reassure your friends or family that you’re safe or let them know you need support.

One stop registration

With your permission, we can also share your details with other trusted partners including your water and energy suppliers, meaning you'll only need to register once.

Sign up for free

Sign up to our free Extra Care register today and our team of experts will help keep you safe, warm and comfortable. Contact us on 105 or 0800 195 41 41 or email us.

Email us