Priority Consumers

Find out what a Priority Consumer is and how we manage the Priority Consumer process on behalf of the industry.

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    What is a Priority Consumer?

    Priority Consumers are certain gas Supply Meter Points (SMPs) for Industrial and Commercial sites. During a national gas emergency, these sites are lower on the list of sites that are directed to cease taking gas. 

    This is set out in the Uniform Network Code, section Q1.7

    Being registered as a Priority Consumer does not guarantee a site receives an uninterrupted gas supply during a gas emergency. It only changes the priority under which the site is considered eligible. 

     

    Looking for the Priority Services Register (PSR)?

    The Priority Services Register is a multi-utility service that provides support to people in vulnerable situations. 

    This is for domestic consumers only and you will need to know who your energy supplier or network operator is before applying. 

    You can find out who supplies your gas by using our Find My Supplier service. 

    To find out more about the Priority Services Register, visit the Ofgem website below. 

    Find out more

    Who can apply for the Priority Consumer process?

    Only Gas Shippers or DESNZ (Department for Energy Security and Net Zero) can make applications for updates to the Priority Consumer list via this process.

    There are three Priority Consumer categories

    As designated by the Secretary of State, the Priority Consumer List should be based on the following classes (categories) of relevant customers:

    • Category A: Relevant customers where a failure in the supply to their premises could put lives at risk

    • Category B: Relevant customers for which the sudden loss of gas causes or threatens to cause serious damage, for an unacceptably prolonged period, to human welfare, the environment or the security of the United Kingdom that cannot be reasonably mitigated*

    • Category C: Relevant customers taking over 2 million therms (58.6m kWhs) per annum for which the sudden loss of gas would result in repair or replacement costs accounting to 10% or more of the Site Fixed Tangible Asset Value

    *Only applications for Categories A and C can be made directly with Xoserve. If you need to make a Category B request you must contact the appropriate governmental department pertaining to the site in question – that governmental department will then arrange for the request to be processed on your behalf.

    Any Category B requests received directly will be rejected.

     

    How to add a Supply Meter Point (SMP) to the Priority Consumer list

    Priority Consumer Applications must be submitted by the Shipper (Categories A and C only) or DESNZ (category B only) via the Xoserve portal.

    Xoserve portal

    If the Shipper or DENSZ have any issues submitting the request via the portal, they can download the priority consumer application form located on this page, complete it and email it to:

    priorityconsumers.cpm@xoserve.co.uk

    If you are a representative of an Industrial or Commercial site that you believe needs to be on the Priority Consumer List, please contact your Gas Supplier. Your Gas Supplier can either: 

    • validate whether your site is already on the Priority Consumer List
    • advise whether you are eligible to be added to the Priority Consumer List 
    • arrange an application via their Shipper

    You can find out who supplies your gas by using our Find My Supplier

    Download the Priority Consumer Application Form

    Once completed with all the relevant information, Gas Shippers will need to send the form to priorityconsumers.cpm@xoserve.co.uk

    Please only use this application form if you experience issues using the Xoserve Portal.

    Common queries

    Priority Consumers are certain gas Supply Meter Points (SMPs) for Industrial and Commercial sites. During a national gas emergency, these sites are lower on the list of sites that are directed to cease taking gas. 

    The Priority Services Register is a multi-utility service that provides support to people in vulnerable situations. This is for domestic consumers only and you will need to know who your energy supplier or network operator is before applying. 

    To find out more about the Priority Services Register, please visit Ofgem’s website.

    Find out more

    If you are a representative of an Industrial or Commercial site that you believe needs to be on the Priority Consumer List, please contact your Gas Supplier.

    Your Gas Supplier can either: 

    • validate whether your site is already on the Priority Consumer List
    • advise whether or not you are eligible to be added to the Priority Consumer List 
    • arrange an application via their Shipper

    You can find out who supplies your gas by using our Find My Supplier service. 

    The Priority Services Register (PSR) is a multi-utility service that provides support to people in vulnerable situations.

    This is available to domestic consumers only and you will need to know who your energy supplier or network operator is before applying. 

    You can find out who supplies your gas by using our Find My Supplier service. 

    To find out more about the Priority Services Register, visit the Ofgem website below. 

    Find out more

    Priority Consumer application

    If you want to add a Supply Meter Point (SMP) to the Priority Consumer list please apply via the Xoserve Portal.

    Xoserve Portal

    Find out more

    View our dedicated e-learning modules to learn more about the Priority Consumer process. 

    Find out more