What is the Priority Services Register and how do I get on it?

Last updated: 27 May 2021

In this guide you’ll find answers to the following questions:

  • What is the Priority Services Register?

  • Who qualifies for these services?

  • What kinds of priority service register features are available?

  • How do I sign up for the Priority Services Register scheme?

  • Are additional support services available?

What is the Priority Services Register?

The Priority Services Register (PSR) is designed to give vulnerable customers access to the services they need. The type of support will depend largely on the individual’s circumstances as well as what’s offered by each supplier. It could include everything from quarterly meter readings to free gas safety checks, meter relocations, andand large-format or Braille bills. Individuals on the Priority Services Register can also expect advanced notices of interruptions to their service, and priority during a power cut.

Individual energy suppliers provide the services under the PSR scheme, which was devised and continues to be managed by industry regulator Ofgem. Recent changes make it easier than ever to get on to the register, with eligibility criteria broadened to allow a wider range of energy users to get the support they need.

Who qualifies for these services?

Ofgem’s revisions to the PSR mean that more people than ever are eligible to sign up for the register. In the past eligibility was dependent on factors like age and disability; today the Priority Services Register scheme is open to those in need for other reasons. 

The following eligibility criteria apply:

  • You’re of pensionable age

  • You have a disability or are chronically sick

  • You have a long-term medical condition

  • You have additional communication needs, typically due to a hearing or visual impairment

  • You’re in a vulnerable situation

There’s a broad definition of what constitutes a vulnerable situation. For example, some customers may have difficulties in understanding their bills, while others are unable to top up a prepayment meter due to illness or injury. The new system also recognises that the definition of vulnerable can be extended to cover temporary circumstances too. 

Families with young children are usually eligible. Any households with children under the age of five are given priority, so if this applies to you it’s worth contacting your supplier. 

Each energy supplier and/or network operator is responsible for maintaining its own Priority Services Register, subject to the definitions of vulnerability. No proof of your disability, impairment, or age is required, allowing more people to access PSR benefits. 

What kinds of priority service are available?

If you think you might benefit from joining the PSR, what can you expect? The list of services is quite long and varies by energy supplier. After contacting your supplier about registration, it will be able to assess where and how you might need extra help. 

Certain services are shared across most energy suppliers – these include:

Advance notice of power cuts Customers on the electricity Priority Services Register are notified in advance whenever possible about any upcoming power cut. For individuals who rely on a continual source of electricity for medical equipment, this is particularly important.
Assistance with billing Large print, braille and talking bills are available for those who are blind or partially sighted. You can also request that your statements and bills are sent to a nominated person, such as a family member or carer. This helps prevent unnecessary stress or confusion regarding billing.
Priority support during emergencies When there are unavoidable interruptions to the usual energy supply, the network operator can provide alternative sources of heating, power, and cooking facilities.
Meter reading If you’re unable to read your meter, you can request assistance. The supplier may send out a meter reader to take quarterly readings on your behalf. Another option is to move the meter to a more accessible location, particularly if you have a prepayment meter that needs to be topped up.
Caller identification scheme Many suppliers agree on a form of identification for doorstep callers. They might have to show this ID or present a password for security. This helps cut down on scams, unfortunately, an all-too-common problem facing vulnerable individuals.
Cold weather amnesty All suppliers are required to maintain your connection between 1 October and 31 March each year if you qualify for the PSR, even if you’re unable to pay bills.

Individual major energy suppliers also offer additional services – for example:

British Gas Priority Services Register extras 

  • Supply Interruption Warning system providing as much advance notice as possible

  • Free gas safety checks

SSE Priority Services Register extras

  • Knock and wait service, allowing you more time to answer the door

  • Password scheme to ensure doorstep callers are genuine

  • Services to enable direct communication when English is not your primary language

  • British Sign Language services 

E.ON Priority Services Register extras

  • Textphone or minicom facilities for easier communication

  • Password security on all accounts to prevent fraud

  • Quarterly meter readings to ensure more accurate bills, with an option to nominate a family member or carer to receive bills (or copies) on your behalf

  • Priority reconnection measures for those whose energy supply is interrupted, with alternative facilities for cooking and heating

npower Priority Services Register extras

  • Third-party account management and correspondence

  • Interpreter services for customers whose first language isn’t English

  • Knock and wait service allowing more time to answer the door

  • Free gas safety check every 12 months

ScottishPower Priority Services Register extras

  • Alternative format for bills includes the usual large format and Braille, as well as audio cassette and compact disc

  • Continuous electricity supply – advance notification for those with essential medical equipment and prioritisation for reconnection in the event of a power cut

  • Free annual gas safety checks performed by qualified engineers

How do I sign up for the Priority Services Register scheme?

If you think you might benefit from the Priority Services Register, start by contacting your supplier – you’ll find contact details on your latest bill or by searching online. If you use different suppliers for gas and electricity, you’ll need to register with both companies. When you speak to your supplier, be sure to mention if you’re dependent on a consistent energy supply due to a medical condition. Suppliers will be able to pass on your details to the network operator.

Can I still switch suppliers?

Yes. Your status on the Priority Services Register scheme will have no impact on switching suppliers. Ofgem has recently made it easier to track PSR customers through the system when switching, but you should mention your status to the new supplier, just in case. It will give you a list of available services when you sign up.

Switching suppliers gives you the chance not only to benefit from cheaper prices, but a host of new benefits. Because each provides slightly different services to vulnerable customers, you might want to look at what’s offered under the PSR scheme when you’re comparing plans. Customer service ratings should also give some indication of how you’ll be treated.  

Are additional support services available?

Yes, and they’re not dependent on your being registered on the PRS. For example, many homeowners are eligible for free gas safety checks every 12 months. You’ll qualify for this service if you receive a means-tested benefit and fall under one of the following categories:

  • You live with a child under the age of five 

  • You’re of pensionable age, disabled, or chronically ill

If you fit this description, you can contact your energy supplier for a free gas safety check without registering on the PSR. 

There are also support services like the gas and electricity Priority Services Register in other sectors. For example, the water, phone, and public transport sectors operate schemes for vulnerable customers. Some energy suppliers work together with the water companies so that you only need to register once to receive assistance in both areas. Ofgem is currently working to encourage all suppliers to do this, making it easier for those who need help to receive it. 

The Priority Services Register scheme is useful for anyone in need of a little extra help. Whether you’re temporarily recovering from surgery, undergoing hardships at home, or dealing with a longer-term disability, get in touch with your energy supplier to find out more about it. Registering is free, and you’re free to switch suppliers at any time whether you’re on it or not.

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Published on Mon 11 Nov 2019 04.43 GMT