The Priority Services Register, explained

What it is

Energy suppliers (the company you pay your bills to), network operators (the companies that run the wires and pipes) and water companies each keep a Priority Services Register, or PSR. Being on it tells them you may need extra help, either all the time or for a while because of something that has happened in your life.

It is free. Joining does not change your tariff or your bills.

Who can join

Ofgem and the PSR website list reasons including:

• being of state pension age;
• being pregnant, or having young children (the PSR website says aged five or under);
• having a disability, a long-term health condition or reduced mobility;
• a mental health condition, or a condition that affects memory, understanding or decision-making;
• a condition affecting your sight, hearing or sense of smell;
• relying on medical equipment that needs electricity, or on a water supply for health reasons;
• needing communication support, including if English is not your first language;
• needing short-term help, for example after a stay in hospital, an injury or a bereavement.

The list is not exhaustive. If you are not sure, ask. It is fine to register someone else, such as a parent, with their permission.

What help you can get

What is offered varies by company and by your circumstances. Ofgem, the Energy Networks Association and the PSR website list help such as:

• advance notice of planned power cuts, wherever possible;
• priority support in an emergency, which may include heating and cooking facilities during a gas outage or, in some cases, somewhere to stay;
• bottled water during a water supply interruption;
• updates about outages and estimated restoration times, and a priority phone line;
• a password scheme, so you can check that anyone calling or visiting really is from the company;
• nominating someone you trust, such as a family member or carer, to receive bills and messages;
• bills and information in large print, braille or audio, and interpreters, including BSL;
• regular meter reading, moving a prepayment meter you can’t safely reach, and help reconnecting your gas.

How to join

1. Go to thepsr.co.uk, which sends you to your local electricity network operator’s form. The PSR website says your details can then be shared with your energy supplier, gas network and water company, so you don’t have to register with each one.
2. Or contact your energy supplier online, in writing or by phone. Details are on their website and your bills. Ofgem says that if you have different suppliers for gas and electricity, you need to contact each one.
3. If you are on an independent network, which is common on newer housing estates, the PSR website says you may need to contact that network separately.
4. Tell them what you need. The more they know, the better they can help.

Two things to remember. If you switch supplier, ask your new supplier to put you on their register, as Ofgem advises. And if your circumstances change, let your supplier and network operator know.

Northern Ireland: Customer Care Registers

In Northern Ireland, NIE Networks and NI Water each run a Customer Care Register. NI Direct says these are especially useful if you or someone at home relies on electrical equipment or a water supply for daily care, such as oxygen concentrators or home dialysis. Being on a register means your contact details are prioritised if supplies are cut, and you are told ahead of planned outages. Register with each directly:

• NIE Networks Medical Customer Care Register
• NI Water customer care register

Useful numbers