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Priority Services Register for people in need

The Priority Services Register (PSR) is a free service provided by energy suppliers and network operators to customers in need.

Who can sign up to the Priority Services Register?

You can receive the services available if you:

  • are of pensionable age

  • are disabled or chronically sick

  • have a long-term medical condition

  • have a hearing or visual impairment or additional communication needs

  • are in a vulnerable situation

 

Each energy supplier and network operator maintains its own register. 

 

How to sign up to the Priority Services Register

To be added to the Priority Services Register, you simply need to contact your energy supplier. You can find their contact details on your energy bill, or if you don't have this to hand, see Who is my gas or electricity supplier?

You can ask your supplier to pass your details on to your network operator, especially if you are dependent on your supply for medical reasons.

If you have a different supplier for your gas and electricity, you need to contact them both. If you switch supplier, you'll need to register for the service again with them.

Help you can get through the Priority Services Register

When you register as a priority services customer, you may be eligible for free services including:

  • Advance notice of planned power cuts. If you are medically reliant on your supply you can arrange for the company that runs your local network (the network operator) to give you advance notice of planned power cuts (for example, where they plan to carry out engineering work).

  • Priority support in an emergency. This could involve your local network operator providing alternative heating and cooking facilities in the event of supply interruption.

  • Identification scheme. This is to reassure you that callers, for example, meter readers, are genuine. Suppliers have to provide additional support to help you identify someone acting on behalf of their company, such as arranging a password or showing an agreed picture card upon visit. 

  • Password protection. Network operators must offer to agree a password with you (or your representative) that can be used by any representative of the company to enable you to identify them.  

  • Nominee scheme. Customers can ask their supplier to send communications (such as account statements or bills) to someone you have nominated (for example a family member or carer) who has agreed to receive them.

  • Arrangements to ensure that it’s safe and practical for you to use your prepayment meter. For example, moving a prepayment meter if you are unable to access it safely to top it up.

  • Meter reading services at appropriate intervals. If no person occupying the premises is able to read the meter and there isn’t anyone else that the customer can nominate to read the meter on your behalf, your supplier may be able to read it for you.

  • Accessible information. Account and bill information in an accessible format, for example in larger print or braille.

Now - you've read this article down to here - not everyone knows of this service and it could make a big difference to someone's life - if you could tell them about it verbally. 

After all, not everyone in our village is on-line!