What is the Priority Services Register?
We all rely on gas, electricity and water, from the day-to-day essentials such as cooking, washing and heating our homes, through to making a well-earned cup of tea when you settle down to watch your favourite TV programme. For some people, it’s more than that: they need electricity to power essential medical equipment or their stairlift, or they need gas to make sure the house is kept at the right temperature to prevent illness.
The Priority Services Register ensures utility suppliers provide extra help to vulnerable energy customers. It’s a free and voluntary scheme that suppliers use to ensure they can give targeted support to their most vulnerable customers. The system is overseen by Ofgem & Ofwat to better ensure that individuals with special requirements have access to additional support from their supplier as and when they require it.
Who is eligible for the Priority Services Register?
Anyone who needs extra assistance is eligible to be added to the register, but you automatically are eligible if you:
- have reached your state pension age
- are disabled or have a long-term medical condition
- have a hearing or sight condition
- have a mental health condition
- are pregnant or have young children
- have extra communication needs
Help you can get
This support varies by supplier and by an individual’s circumstances, but typically it includes:
Bills and other literature in accessible formats. You can ask for large print or braille communications, and have your bill read out to you over the phone before they send it.
More warning of supply interruptions. Sometimes water companies need to turn off the water supply to do work in your area. Tell them now if you have special medical needs – for example, kidney dialysis at home – and they will give you early warning of their plans.
Security password. You can set a password that any utility company employee will use if they knock on your door. This way you can feel confident they are genuine.
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.
Nominee contact. You can nominate someone to receive communications and bills from your supplier. For example, a family member, carer or someone you trust.
Many suppliers offer additional support services so be sure to ask them how they can help you.
How is works in reality
My father has severe sight impairment and is registered blind, so I’m down as his nominee contact with his energy suppliers, water company and broadband supplier.
I get sent copies of any bills and anything else they send out. It’s a good way of checking that he’s not wasting energy and that everything is in order with his accounts. I’m also informed if any meter readers are expected to visit or if work is taking place in the area close to his home.
Recently there were issues with the water supplier in his area, it was discoloured and not suitable to drink. Most of us would be able to notice this when we turned on the tap, but he wouldn’t have been able to see this so would have used it.
Because we’re both on the register, I’d already received a text from the water company informing me of the problems, so it was just a quick phone to him to tell him not to use the water for drinking.
We got another text when the problem was fixed, again it was just a quick phone call to him to tell him to run the water for a few minutes before making the next cup of tea!
How to register
Apply by contacting your energy supplier(s) or water supplier, the easiest way is to give them a call. If you want to register your parent, you should be able to do this on their behalf if you have all the account details. You can also register via the suppliers their website, search for Priority Services Register, and fill out the form giving them your contact details and as much information as you can about your needs.
Your supplier can pass your details to your electricity grid network operator to add you to their register too. It’s a good idea to ask them to do this if you rely on your energy supply for medical reasons.
If you have a different supplier for your gas and electricity, you need to contact them both. Don’t forget that you’ll need to register again with any new supplier if you switch.
