Nominate a trusted person
You can choose someone you trust to help manage your account. They could be a family member, friend, carer or support worker.
This may help if you:
- find it difficult to manage your account independently
- need help communicating with us
- prefer someone else to handle bills or queries
- have additional support needs due to age, disability, illness or other circumstances
You would still stay in control of your account and can remove this person at any time.
To add a trusted person (also known as an authorised representative), you’ll first need to join our Priority Services Register.
How the process works
Choose someone you trust
Decide who you trust to manage your account. They can:
- talk to us about your account
- help manage bills and payments
- receive account information (if you choose)
- submit a meter reading (if applicable)
- act on your behalf when contacting us
You stay in control of your account, but they can support you when needed.
Give permission
Join our Priority Services Register and confirm your trust person's details.
Don’t forget to ask your nominee’s permission before you give us their details.
If you're already on PSR, you can update your information online to add, change or remove your nominee at any time.
We set them up
Once confirmed, they can start supporting you straight away.
There are some limits in place to protect you. For example, your trusted person cannot:
- transfer the account into their name
- make major changes without your consent
We may contact you directly to confirm certain requests. You'll also still be legally responsible to pay the bill.
Lasting power of attorney (LPA)
You can assign a lasting power of attorney (LPA) to allow someone you trust to make decisions for you if you're unable to.
Unlike nominating someone to manage your account, a LPA gives broader legal authority to manage your finances and/or make health and welfare decisions. If you have appointed a LPA, please call us on 0800 009 3652 so we can update your account.
Additional support
Keeping you safe
Accessible contact options
You can contact us using British Sign Language, an interpreter or through RelayUK.