What are Priority Services Registers? Check if you’re eligible

Priority Services Registers (PSRs) are free support systems run by utility companies and network providers for people who need extra support because of their circumstances. There are three types of PSRs: water suppliers, energy suppliers and the energy network operators. 

Once you’ve signed up, your utility and network providers can tailor their services to meet your needs. It can include anything from advanced warnings of service interruptions, to extra communications support for vulnerable people and those with accessibility or additional needs.

Joining Priority Services Registers means you could get extra help when you need it. Whether you need it all the time or just a short period of time, some of the benefits can include:

• meter reading services
• priority support in emergency situations
• moving your prepayment meter if you struggle to access it
• sending your bills in an accessible format, such as braille or large print
• help to reconnect your gas supply if you need it
• the ability to nominate a carer, family member, or someone you trust to receive communications and bills
• advance notice of service interruptions, your water supply being turned off, or scheduled power cuts, where possible

Vulnerable people are likely to be eligible for Priority Services Registers, but you may also be able to get help in other circumstances. You might be eligible if you: 

• are disabled or have a long-term health condition
• have communication or accessibility needs
• are recovering from an injury
• have a mental health condition
• have medical needs such as a skin condition, meaning you would need to bathe more regularly
• would need to support in the event of an emergency
• have no sense of smell, meaning you would struggle to smell gas
• don’t speak or read English well
• have been bereaved
• have lost your job
• have children under the age of five or are pregnant
• are living independently after time in residential care

To join Priority Services Registers, you’ll have to directly apply to each of your energy and water suppliers, as well as your network provider, and give them details about your needs, which you can do by phone, in writing or online on their website. They may then get in touch with you to see how they can best give you support. 

Remember that if you have a different energy supplier for gas and electricity, you will need to contact them individually. 

If you’ve moved to a new home, your energy or water supplier may have changed. This means you might need to re-register for the Priority Services Registers.

• If you’re unsure who your energy network supplier is, use Energy Networks Association’s free search tool here.

• If you’re unsure who your gas supplier is, you can use the free tool, Find My Supplier.

• If you’re unsure who your water provider is, use Water UK’s helpful postcode checker.

There are lots of energy support schemes out there that can help you with your energy bills and get you through the winter. As well as checking to see if you’re eligible for Winter Fuel Payments, Cold Weather Payments and Pension Credits, you can also see what extra help your energy supplier can provide. 

Here are just some of the energy support schemes currently available: 

• E.ON’s Winter Support Scheme includes £250 credit to help people with their energy bills, and debt relief for eligible customers. All customers are eligible for a ​‘Next Pledge’ tariff, keeping it £50 below the cap (for an annual average consumption).

• OVO​’s Extra Support Package includes payment holidays for prepayment customers, free energy saving products like electric blankets, energy upgrades like loft insulation, and more. 

• Octopus Energy is extending their Octopus Assist fund, giving electric blankets, thermal imaging cameras, and in-person energy advice.

• British Gas’ Energy Support Fund includes match payments over a six-month period, giving an equal amount of credit to customers’ accounts.

These schemes may be offered on a case-by-case basis, so remember that not everyone will be eligible for all the support listed above. But it is always best to get in touch with your company to check what you may be entitled to. 

If your energy supplier isn’t listed here, look at Energy UK’s full list of additional support for customers, to find out what other energy suppliers are offering.