Why become an extra care register customer

Why sign up to our extra care register?

Sign up to our extra care register to benefit from a variety of free support services.

Please make sure you keep your contact details up-to-date so we can stay in touch.

Password scheme

Register a unique password so if we ever need to visit you at home you’ll feel safe knowing it’s really us.


Once we are aware of a power cut in your area our welfare team will make every effort to contact you. Power cuts can be planned or unplanned and as a priority customer we will:

  • Prioritise your call and put you straight through to a dedicated team member
  • Keep you up-to-date with text messages and phone calls using tel: 07786 201716
  • Contact you six days before any planned work and send you a reminder the day before to help you prepare
  • Send you warnings of bad weather that may cause power cuts.

Nominated contact

As well as your own details, you can nominate up to six friends, carers or family members 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.


If a power cut lasts all day we may provide additional welfare support such as: hot food and drinks, blankets, flasks, analogue telephones, glow in the dark torches, small generators or alternative accommodation.

Dedicated welfare team

Our team of customer service experts have been trained to deal with sensitive situations meaning we can help you if you need some extra support, either over the phone or face-to-face.

Support from our partners

We work with a number of partners to offer extra support to our customers, for example if you have mental health concerns, mobility issues or if you rely on electricity for medical reasons.

Find out more about the different kinds of extra support we can provide or meet the partners who help us provide this support.

Sharing is caring

We can share your details with United Utilities, the region’s provider of water and wastewater services. Find out more about United Utilities priority services register.

Extra care register

Sign up to our free extra care register and our welfare team will help keep you safe and comfortable until the power is back on. Contact us on 105 or 0800 195 4141, or email us at customerwelfareteam@enwl.co.uk.

Sign up