Priority Services Register
Official guidance for vulnerable energy consumers in the United Kingdom.

This page provides formal guidance on the The Priority Services Register (PSR). A free support service offered by energy suppliers and network operators to help individuals who may be vulnerable due to age, disability, health conditions, or other personal circumstances. This register ensures that energy companies can tailor their services to meet specific needs during day-to-day interactions and emergency situations, such as power outages.

All eligible customers are strongly encouraged to register. Registration does not affect billing or tariff arrangements and is entirely voluntary.

What Is the Priority Services Register?

The Priority Services Register (PSR) is a national framework maintained by all licensed energy suppliers and distribution network operators (DNOs) in the UK.

Key Definition:
The PSR is a confidential record used to identify customers who may require additional support with communication, safety, or continuity of service.

Once registered, customers may receive tailored support including advance notice of power cuts, help with meter readings, and access to alternative heating or cooking facilities in emergency scenarios.

Who Is Eligible for the PSR?

Eligibility is determined by individual or household circumstances. Customers qualify for inclusion on the PSR if they meet any of the following conditions:

  • Are of pensionable age
  • Live with a chronic or long-term medical condition (e.g. respiratory illness, mobility limitation)
  • Use medical equipment reliant on electricity (e.g. dialysis machines, ventilators)
  • Have a disability as defined under the Equality Act 2010
  • Have hearing or visual impairments
  • Have a mental health condition that affects communication or decision-making
  • Are recovering from a short-term medical event (e.g. surgery)
  • Are pregnant or have children under 5
  • Require extra communication support due to language or literacy barriers
  • Require temporary support after a bereavement or hospital stay

Services Available Through the PSR

The support provided varies depending on the customer’s needs and the services offered by the energy company or network operator.

Typical Services Include:

  • Advance notice of planned power cuts
    Particularly important for those with medically dependent electricity use.
  • Priority support in emergency situations
    Including fuel top-up assistance or portable heating equipment.
  • Meter reading assistance
    For customers who cannot safely read their meters.
  • Accessible communications
    Provision of documents in Braille, large print, or audio formats.
  • Nominee schemes
    Authorises a trusted person to receive communications and manage bills on your behalf.
  • Password protection schemes
    Ensures energy company staff can identify themselves correctly to vulnerable residents.

How to Register for the PSR

Customers can register directly with their energy supplier or electricity network operator. Registration with one supplier will not automatically carry over if you switch providers, so it is necessary to re-register following a change of supplier.

Steps to Register:

  1. Contact your energy supplier or network operator directly
    • Most companies offer online or telephone registration forms.
  2. Provide personal and household information
    • Information may include health conditions, communication needs, or mobility requirements.
  3. Confirm registration
    • You will receive written or verbal confirmation once registered.
  4. Update as needed
    • Inform your supplier if your circumstances change.

How to Find Your Network Operator

While your supplier sends bills and handles payments, the Distribution Network Operator (DNO) manages the physical energy supply (such as power lines and gas pipelines).

To find your local DNO:

Each DNO also maintains its own version of the PSR and may offer additional services during supply disruptions.

Confidentiality and Data Protection

Information collected for the PSR is stored securely and used solely for service provision. It is not shared outside the energy industry without your consent and complies fully with the UK General Data Protection Regulation (UK GDPR).

Recommended Action Steps

If you believe you or someone in your household qualifies for the Priority Services Register:

  1. Contact your energy supplier via their website or customer service number to request PSR registration.
  2. Check with your local DNO to register for network-based support services as well.
  3. Provide accurate details regarding your medical, communication, or safety needs.
  4. Review PSR status regularly, especially after switching suppliers or changing addresses.
  5. Inform nominated contacts (if applicable) about any representative access arrangements you’ve approved.

Accurate registration ensures energy suppliers and network operators can provide appropriate support and respond efficiently to your household’s needs during outages or service changes.