Have you ever worried about what would happen if the power went off at home? Or does reading bills feel like cracking a secret code? Then the Priority Services Register (PSR) could make life a bit easier. It’s a free service run by energy and water companies that gives extra help to people who might need it – and many people don’t even realise they can join up. Find out everything you need to know in this easy-to-follow guide.
With that in mind, we’ve pulled together some key questions to ask yourself that will help you work out if your loved ones could use a little extra support at home – and what steps to take next if they do.
What is the Priority Services Register?
The PSR is a free support service offered by UK energy suppliers, electricity and gas network operators, and water companies.
It’s designed to help people who may find it harder to manage their utilities whether that’s because of age, a health condition, a disability, or because they need information in an accessible format.
Once someone joins the register, the utility companies will know to offer additional help with both day-to-day needs and in emergencies, like power cuts or when there are water supply problems.
Who can join the Priority Services Register?
You can usually register if you or someone in your household:
- is of pensionable age
- has a long-term medical condition or disability (physical or mental)
- relies on medical equipment that uses electricity or water
- has communication needs, such as needing bills in large print, braille, or another language
- is recovering from an injury, illness, or bereavement
- might find it hard to answer the door or notice danger (for example, a loss of smell)
Even if the need is temporary – perhaps after surgery or while recovering from an illness – you can still register.
How does the Priority Services Register help?
Being on the PSR means your supplier will tailor their service to your needs. Support varies slightly depending on the company, but may include:
Priority help. If there’s a problem, such as a power cut or a break in your water supply, you’ll be given advance notice where possible and priority support. This includes welfare checks, bottled water deliveries, or help with alternative heating and cooking appliances.
Accessible communication. You can choose how to receive your bills and updates. For example in large print, braille, audio, or another language.
A nominated contact. You can choose a trusted friend or relative to receive communications or bills on your behalf, making it easier to stay on top of things.
Safety and security. You can set up a password system so that engineers visiting your home can prove they’re genuine before you let them in.
Help with meters. If you or someone you know struggles to read the meter, reach it, or top up a prepayment meter, suppliers can help with readings or sometimes move the meter to an easy-to-reach spot.
Peace of mind. Some gas network operators also offer free annual safety checks on gas appliances for those who qualify.
How to register
Getting on the PSR is simple and free. Here’s how to do it:
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Step 1: Contact your energy supplier and network operator.
You can do this online or by phone. Be aware: you may need to register separately with your electricity, gas and water providers and if you switch suppliers or move home, you’ll need to register again.
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Step 2: Provide a few details.
You’ll be asked for your name, address, account number and a brief explanation of your needs, such as a medical condition or preferred communication method.
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Step 3: Consent to sharing.
You’ll be asked if your details can be shared with relevant network operators (for example, the company that maintains the local power lines). This makes sure everyone knows to support you if there’s a problem.
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Step 4: Wait for confirmation.
Once you’re added to the PSR, your supplier should confirm this with you. Keep a note of the registration for your records and let them know if your circumstances change.
Tips for making the most of the Priority Services Register
- Keep copies of any confirmation letters or emails.
- Nominate someone you trust to help manage bills or speak to the suppliers.
- Check all utilities – electricity, gas, and water each have their own register.
- Review regularly, especially after moving house or switching providers.
- Ask for help – if the form feels daunting, suppliers can help you to complete it over the phone, or a friend or carer can do it on your behalf.
Make sure you aren’t missing out on important financial support through the winter months with our guide to all benefits and savings
Why it’s worth signing up to the Priority Services Register
For older people or anyone living with a health condition, the PSR provides reassurance that there is extra support, tailored to your needs.
It means if something goes wrong like a power cut, frozen pipes, or a burst water main, you’ll be on the radar for help first.
Next steps
You can find out more and apply through your suppliers, or visit the Priority Services Register website for links to all UK energy and water providers. You can enter your postcode to see who supplies energy to your area.
It’s quick, free and could make a real difference the next time something goes wrong.
FAQs about the Priority Services Register
Is it free?
Yes, it is completely free. It’s a government-backed initiative and costs nothing to join.
Will it affect my energy bills or tariff?
No, your prices and contract stay the same.
Can more than one person register in each household?
Yes, each account holder can register in their own right.
Do I need to reapply if I change supplier?
Yes because when you move or switch, your new supplier won’t automatically know you were on the register.
What if my circumstances change?
You can update your details at any time by contacting your supplier(s).
Can carers register on someone’s behalf?
Yes, with consent from the person being registered.
What happens in an emergency?
If you’re on the PSR, your supplier and network operator will prioritise supporting you, whether that’s through welfare visits, alternative heating, or changing the format of your bills.
Is the information confidential?
Yes. Your data is only shared with relevant companies (like the network operator) to provide the extra help you need.
Final thoughts
The Priority Services Register is one of those rare initiatives that’s simple, free and genuinely helpful. It can give your parents or relatives (and you) peace of mind, knowing that if the lights go out or the water stops running, someone will be there to help.
