The Priority Services Register is a free support service to help people in vulnerable situations. Energy & Water suppliers and network operators offer it. Each keeps their own register. You need to contact your energy supplier or network operator to get on it, i.e. for our area Western Power by filling in their online form ( https://www.westernpower.co.uk/customers-and-community/priority-services/priority-services-register) or by telephoning 0800 9177953, or for Water contacting Severn Trent Water Priority Services register here.
What is the Priority Service Register?
The Priority Services Register (PSR) provides extra help and additional support during a power cut for elderly, very ill or disabled people, or those who rely on power for medical equipment.
All energy companies, including gas and electricity companies, and network suppliers who deliver the power, work together to care for customers who need some extra help and support.
Help you can get:
- Advance notice of planned power cuts. If you rely on your energy supply for medical reasons your network operator can tell you about planned power cuts. For example, when they plan engineering work.
- Priority support in an emergency. Network operators could provide heating and cooking facilities if you are cut off supply.
- Identification and password scheme. This could include arranging a password or agreed on picture cards if callers need to visit or contact you. This way you can feel confident they are genuine.
- Nominee scheme. You can nominate someone to receive communications and bills from your supplier. For example, a family member, carer or someone you trust.
- Help with prepayment meter access. For example, moving a meter if you can’t safely get to it to top up.
- Regular meter reading services. For example, if nobody can read your meter.
- Accessible information. For example, account info and bills in large print or braille.
Suppliers can offer free gas safety checks every 12 months. You can request a safety check if you get a means-tested benefit and either:
- live with a child under five years old
- live alone or with others and have reached state pension age
- live alone or with others and are disabled or chronically ill
- live with others who have reached state pension age or are disabled, chronically ill or under 18 years old.
You are eligible if you:
- have reached your state pension age
- are disabled or have a long-term medical condition
- are recovering from an injury
- have a hearing or sight condition
- have a mental health condition
- are pregnant or have children under 5
- have extra communication needs (such as if you don’t speak or read English well).
You might still be able to register for other reasons if your situation isn’t listed. For example, if you need short-term support after a stay in hospital.
Water companies also offer similar support services for vulnerable people.
You can join the Severn Trent Water Priority Services register here.