When we think about utility services like electricity, gas and water, we often take for granted that they’ll be there when we need them.
But for some people, a temporary interruption can have much more serious consequences than simply being inconvenient. For instance, an older person living alone, someone with a disability, or customers who rely on electricity to power essential medical equipment may need additional support during a power cut or other utility disruption.
That’s why utility providers across the UK offer what’s known as the Priority Services Register (PSR) – a free service designed to provide additional support to those customers who may need extra help.
In this guide, we’ll explain what the Priority Services Register is, who can join, what support it provides, and what to do if you believe you’re a vulnerable consumer experiencing problems with your utility provider.
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What is the Priority Services Register (PSR)?
The Priority Services Register is a free support service offered by utility providers and network operators to help consumers who may be considered vulnerable.
Being on the register doesn’t give consumers preferential treatment in terms of receiving utility services, nor does it prevent power cuts or service interruptions. Instead, it ensures that providers know who may need additional assistance before, during and after an outage or other service issue.
Different utility providers operate their own registers, so consumers may need to register separately with their electricity, gas and water providers – and you should always double-check whether or not you need to re-register with your new provider, if you’ve recently switched.
Who can join the Priority Services Register?
Many people are surprised to learn how broad the eligibility criteria of the PSR can be.
You may qualify if you:
- Are of pensionable age
- Have a disability
- Live with a long-term medical condition
- Rely on electricity or water to use essential medical equipment
- Have children under 5 years old in your household
- Experience mental health conditions
- Have hearing or visual impairments
- Have difficulty communicating in English
- Need information in an alternative format, such as Braille or large print
- Are temporarily vulnerable due to illness or recovery from surgery
PLEASE NOTE: This isn’t a full comprehensive list, and you may qualify even if your circumstances aren’t listed above!
Eligibility may vary slightly between providers, so we always recommend you check with the relevant utility provider for up-to-date information.
What Support can you receive?
The support available depends on the utility provider and the nature of the situation, but may include:
Priority communication during outages
Providers can keep registered customers updated about planned maintenance, unexpected interruptions and estimated restoration times.
Additional assistance during emergencies
Where appropriate, providers may arrange welfare checks or work with local organisations to help customers who may be particularly affected by a prolonged outage.
Alternative communication formats
Bills, letters and important information can often be provided in alternative formats such as large print, Braille or audio.
Password schemes
Some utility companies operate password schemes so customers can verify the identity of engineers visiting their home.
Meter reading support
Customers who are unable to read their own meter may be able to arrange additional assistance.
Nominee services
Some providers allow a trusted friend, family member or carer to receive copies of bills or help manage communications.
Does being on the Register guarantee an uninterrupted Supply?
No.
A common misconception is that joining the Priority Services Register prevents service interruptions. Unfortunately, no provider can guarantee that electricity, gas or water supplies will never be interrupted.
Instead, the register helps providers identify customers who may require additional support during planned work or unexpected emergencies.
For customers who rely on electricity or water for medical equipment, it’s important to have an emergency plan in place and to discuss backup arrangements with healthcare professionals where appropriate.
How do you register?
Registration is free and usually straightforward!
In most cases, you’ll need to contact each of your utility providers directly.
They may ask for basic information about:
- Your contact details
- The reason you require additional support
- Whether anyone in your household relies on medical equipment
- Any communication or accessibility requirements
Some providers may review your registration periodically to ensure the information remains accurate.
What if your Provider doesn’t provide the Support you need?
Utility companies have obligations to support vulnerable customers and meet certain standards of service. If you believe your provider has failed to provide appropriate assistance, it’s important to raise the issue with them as soon as possible, and to keep a record of what’s happened in case you wish to raise a complaint later.
We recommend you keep records of:
- The dates and times of any outages
- Communications with your provider
- Any additional costs or difficulties you experienced
- Complaint reference numbers
If your complaint cannot be resolved directly, you may be able to escalate it through an Alternative Dispute Resolution scheme, or court.
How Alternative Dispute Resolution (ADR) Can Help
Most utility companies work hard to support customers on the Priority Services Register. However, disputes can sometimes arise about the level of support provided, communication during an outage, billing issues or the handling of a complaint.
Where an eligible complaint cannot be resolved directly with the provider, Alternative Dispute Resolution (ADR) schemes can step in to help as a stress-free alternative to the court process. There are many ADR providers in the utility sector.
For regulated complaints (which includes most energy and water complaints), the 2 main schemes you should take your complaint to are:
PLEASE NOTE:
UtilitiesADR does NOT deal with regulated utility complaints. If your complaint relates to your regulated water or energy supply, you should take it to the 2 schemes named above, rather than to us!
Not sure what the difference between regulated and non-regulated utility complaints is? Please see our dedicated article on this: Regulated VS Non-Regulated Utility Complaints: What’s the Difference?
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