These questions and answers were agreed by the Safeguarding Customers Working Group (SGCWG) which brings together Distribution Network Operators (DNOs), Gas Distribution Networks (GDNs) and suppliers as well as non-industry relevant bodies such as Age UK and Citizens Advice. We’re working together and with Ofgem to safeguard customers’ safety, access and communication needs. 

What is the PSR?

The Priority Services Register (PSR) is a free service offered throughout the energy industry available to domestic customers across England, Wales and Scotland.

Energy suppliers and network operators with customer’s consent keep and share PSR information securely across the energy industry to ensure that those registered can receive additional services tailored to support their equal access into the industry, especially in relation to communication, access and safety needs.

What is the benefit of being registered on the PSR?

There are many benefits to being registered on the PSR some of which are:

  • Keeping you safe; staff wear photograph identification badges and you can also agree a password, so we can look after your personal safety and home security.
  • Nominating someone to deal with your bills or help in a power cut, on your behalf.
  • Having accessible services offering you information in other formats like large print, audio CD, braille or in your chosen language.
  • Advance notice of planned power cuts so you can prepare or let them know in advance that you may need help on the day.
  • Provision of alternative heating and cooking services in the event of a gas outage.
  • Priority support in the event of a power cut. Network operators aim to provide welfare in the form of meals, drinks, warmth and charging points as well as receiving priority updates.

In the event of a major power/gas outage both electricity and gas networks work closely with third party agencies to help provide extra support including your Local Authority, emergency services and British Red Cross to name a few.

 

How can I register upon the PSR?

All you need to do is contact your supplier(s) or network operator directly by phone or you can visit your network provider’s webpage and complete an on-line registration form.

You only need to register once as you will be asked for your consent to allow the energy industry to keep and share this PSR information across all companies who are involved in delivering energy to your home.

Should you wish to establish who your Distribution Network Operator is please visit the ENA website.

You may also find that many industry partners and charities can assist you to register; whether this is through gas network distributors or Citizen’s Advice.

Once registered we will ask you to keep us up-to-date with any changes in your circumstances but also will contact you every now and again, to ensure that we have accurate information allowing us to tailor our services appropriately.

You can at any time ask to be removed from the register and if you are not certain if you are already registered then contact either your network operator or supplier(s) and ask to speak to their PSR Teams who will be able to confirm and help you update any records should they need it.

If you want to register on behalf of someone else, please contact our teams to discuss – for instance if you are registering a loved one, usually a simple phone call; handing the phone over to them to confirm verbally that they consent to their PSR information being kept and shared in this way, will mean that you can get them registered quickly. Alternatively completing an online form together allows for simple registration.

Who will have access to my PSR data?

With your consent, your PSR data will be kept and shared between those companies who are responsible for delivering and supplying electricity and gas to your property/home. This includes the networks who transport the energy, suppliers who you pay your bills to and meter operators who are responsible for connecting you to the networks.

Your details will never be used for marketing purposes meaning that you will not receive unsolicited phone calls as a result of registering and your PSR data will not be shared for purposes beyond that of the services offered through the PSR.

There may be times whereby we would share your PSR data with trusted partners but this would only be in the instance of an electricity or gas outage or if we are working to assist in a severe weather incident. Any sharing of data will be done so in accordance to UK privacy laws and the data protection act.

Do I need to apply every year?

No, once registered you do not need to apply on an annual basis. We do suggest however that If you change supplier or move house you should inform your new supplier that you would like to re-register upon their system. 

What is the cost of registering on the PSR?

The PSR is a free service; there is no cost to the customer to register.

I’m already registered with my electricity supplier. Do I need to register again?

If you are a dual fuel customer – meaning that you have one company providing both your electricity and gas, then you only need to register once. This is the same if you do not have a gas supply. If you have two separate suppliers for your electricity and gas, it is recommended that you register with both suppliers.

What happens if I move or change supplier?

If you change supplier or move house you should inform your new supplier/supplier that you would like to register upon their system. It is a good idea to use this opportunity to consider again whether there are any other needs that you may now have due to your situation changing.

What are the eligibility criteria to register onto the PSR?

The PSR is designed to allow the energy industry to tailor their services to provide equal access to services when it comes to safety, access and communication needs.

This means that should you or someone in your household need some extra or specialised assistance during daily interactions or in the unlikely event that your power/gas is interrupted then you should consider whether you might benefit from registering.

This could include services such as bills being printed in a larger font, through to registering an alternative contact.

Maybe you have young/elderly dependants or some-one in your home is recovering after being discharged from hospital or you may be using medical equipment that is dependent upon electricity.

If you have any queries or would rather speak to someone first to check whether you/your household would qualify, both your network operator and supplier(s) have teams who will be very happy to answer any queries – you can either call the main company number (as displayed upon your bill/correspondence) and ask to be put through to the PSR Team or alternatively details of a direct line number may be available upon their websites.

Can I nominate someone for you to speak to/contact?

Yes you can nominate someone to speak to your supplier or network operator on your behalf. Just let us know that this is a requirement and we can set this up.

Should you wish for someone to act on your behalf when it comes to bill management you should do this via your supplier. Your supplier will register the details of your nominated contact so they know who to speak to when needing to discuss your account or supply.

I’m already registered with my electricity supplier. Do I need to register again?

If you are a dual fuel customer – meaning that you have one company providing both your electricity and gas, then you only need to register once. This is the same if you do not have a gas supply. If you have two separate suppliers for your electricity and gas, it is recommended that you register with both suppliers.

 

What happens in a power cut/gas outage?

In the unlikely event that your electricity or gas supply is interrupted being registered upon the PSR allows the relevant companies to know that you are potentially in need of additional services.

These can vary based upon the scale and length of outage. Customers that we know of who have electrically dependant medical equipment and/or life threatening illnesses are likely to be prioritised in order of contact and the provision of services; however whatever the reason for your registration – knowing how we can adapt our actions and communications appropriately helps us safeguard you too.

Provision of alternative heating and cooking facilities in a gas outage and priority contact during a power cut are just two potential benefits. If you have an alternative contact registered they can also receive updates on your behalf and a security password allows you to feel safe at all times in your home. 

What should I do if my situation changes?

As a result of a change in your circumstances you may wish to be added or removed from the Priority Services Register. You may for example, only need to be included for a limited time whilst recovering from an injury.

You can ask your energy supplier or network operator to add to, or remove your details at any time. If you change supplier or move house you should inform your new supplier that you need to re-register upon their system.

It is a good idea to use this opportunity to consider again whether there are any other needs that you may now have due to your situation changing.

Need some help? You can call us on 0800 269 450 or minicom 0800 096 2929

We are open Monday to Friday 8am to 8pm and Saturday 8:30am to 2pm

Priority Services Register Promise

  • The Priority Services Register (PSR) is free to join. It helps energy companies(1) like us to look after customers who have extra communication, access or safety needs. It helps us tailor our services to support households who may need extra help
  • The PSR promise is made by all participating energy companies in England, Wales and Scotland. We promise to only share details as agreed with you, about your personal situation with our trusted parties(2) so they can tailor their services to help you
  • By sharing your details with trusted parties, you’ll get extra support when you need it. For example, some customers depending upon their circumstances may be given priority if there’s a power cut. We will always follow privacy laws and your PSR information will never be used for marketing
  • Once you’ve joined, you may be contacted to make sure your details are accurate and up to date. This will make sure we can give you the best support for your needs
  • If anything about your situation changes you can tell your energy company and they’ll update your details. If you don’t want to be on the PSR anymore, just ask to be removed and they’ll do this for you.
  • If you want to know more about the PSR, speak with your energy company, or you can visit their website

 

Have you considered also registering with your water company who may offer similar support services?