Priority Services Register FAQs

  1. What is the Priority Services Register (PSR)?
  2. What is the benefit of being registered on our PSR – what types of services are offered?
  3. How can I register for the PSR?
  4. Do I need to apply every year?
  5. What is the cost of registering on the PSR?
  6. Who will have access to my PSR data?
  7. Can I nominate someone for you to speak to/contact?
  8. I’m already registered with my electricity/gas supplier. Do I need to register again?
  9. What happens in a power cut/gas outage?
  10. What should I do if my situation changes?
  11. 1. What is the Priority Services Register (PSR)?

    It’s a free service offered throughout the energy industry available to domestic customers across England, Wales and Scotland. Eligible customers can receive additional services in relation to their communication, access and safety needs to help them manage their energy account. With customer consent, energy suppliers and network operators will keep and share a customer's PSR information securely.

    2. What is the benefit of being registered on our PSR – what types of services are offered?

    There are many benefits to being registered on our PSR depending on your needs. Some of these include:

    • Keeping you safe; our staff wear photograph identification badges and you can also agree a password with us for our representatives to quote to identify themselves when they visit you.
    • Nominating someone to receive your communications (including your bills) from us or help you in a power cut which may be useful if you’re housebound or have sight difficulties.
    • Offering you bills and other communications in other formats like large print, audio CD, braille and providing an interpreting service if you or others in your household are unable to communicate in English when contacting us.
    • Receiving an annual Free Gas safety check to check your gas supply and appliances are safe to use. Further eligibility criteria apply.
    • Advance notice of planned power cuts by your electricity network operator so you can prepare or let them know in advance that you may need help on the day.
    • 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.

    3. How can I register for the PSR?

    You can ask to join our Priority Services Register if you think you’re eligible. Simply Contact Us or log in to your online account.

    You’ll be asked for your consent to allow us to share this PSR information with energy network companies who are involved in delivering energy to your home. Once registered, we ask you to keep us up-to-date with any changes in your circumstances.

    You can, at any time, ask to be removed from the PSR register and if you’re not certain if you’re already registered then Contact Us and we’ll be able to confirm and help you update any records.
    You can also register someone on their behalf. You can call us to provide their details however, we’ll need the individual to confirm verbally that they consent to their PSR information being kept and shared in this way.

    4. Do I need to apply every year?

    No, once registered you do not need to apply on an annual basis.

    5. What is the cost of registering on the PSR?

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

    6. 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 home. This includes energy networks companies who transport your energy and meter operators who are responsible for connecting you to the networks. Where we need to share your details to deliver a service you’ve asked us for (such as a password or an annual gas safety check) we’ll pass the details on as necessary to metering agents and gas safety inspectors respectively so that they can comply with your PSR request when providing their energy services to you.

    Your details will never be used for marketing purposes meaning that you will not receive unsolicited phone calls as a result of registering with the PSR and your PSR data will not be shared for purposes beyond that of the services offered through the PSR. There may be times where we would share your PSR data with trusted partners/parties 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 with UK privacy laws and the data protection act.

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

    Yes, you can nominate someone to manage your account or raise any questions regarding your electricity and gas supply on your behalf. Just let us know that this is a requirement when registering or updating your PSR account and we can set this up.

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

    If you have two separate suppliers for your electricity and gas, we recommend that you register with both suppliers to ensure you can access the PSR services offered by each supplier.

    9. What happens in a power cut/gas outage?

    In the unlikely event that your electricity or gas supply is interrupted, being registered on our PSR means you’ll receive advance notice of a planned power cut or gas outage from your local electricity and/or gas network operator. This will give you time to prepare and also allows the electricity and gas network operators to know that you are potentially in need of additional services at this time. For example, when we know that a customer is dependent on electricity for medical equipment and/or has life threatening illnesses we will prioritise both contact with them and the provision of additional services such as alternative heating and/or cooking services, where possible. If you have an alternative contact registered with us they can also receive updates on power outages on your behalf.

    10. What should I do if my situation changes?

    You can ask to be removed from the register or update your requirements any time and if you’re not certain if you’ve already registered then just Contact Us. We can confirm or update your details and check that you're receiving all the services you requested from us or whether there are any additional services that you may be eligible for and may benefit from.