Vulnerability often comes unannounced. Whether because of health challenges, age, language barriers, or needing essential equipment at home.
Sometimes a bit of extra support from utility providers can make all the difference. In the UK, that support comes through the Priority Services Register (PSR).
As utility regulation improves and services expand, the PSR remains a vital safety net for thousands of people.
Here’s what you need to know to check eligibility, sign up, and benefit.
Why this matters now
Ofgem and the water regulator Ofwat continue to refine the PSR framework across energy and water providers, making support more accessible than ever.
Efforts to identify vulnerable customers, broaden eligibility criteria, and improve data sharing are well underway.
That means more people could qualify, often without realising it, especially those with short-term needs like post-hospital recovery or language difficulties.
What is the Priority Services Register in simple terms?
The Priority Services Register is run by the energy companies and overseen by Ofgem.
It provides:
- 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. Providers 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.
(Source: Ofgem website)
Who is eligible for free extra help?
You must apply to get onto the Priority Services Register, which is why I’m highlighting it here.
All you need to do is contact your energy provider and request to be added to the Priority Services Register.
You may need to prove you qualify, but otherwise, it’s very easy to do.
If you get both your gas and electricity from the same provider, you’ll only need to do it once.
If you get your gas and electricity from different providers, you’ll need to apply with each.
Your provider will then alert all relevant companies to keep you in the loop and provide the services above.
You’ll qualify 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 young children
- Have extra communication needs (such as if you don’t speak or read English well)
- Need to use medical equipment that requires a power supply
- Have poor or no sense of smell
- Would struggle to answer the door or get help in an emergency.
(Source: Ofgem website)
The Priority Services Register is a useful extra help for those who need extra assistance around the home. It can’t help with costs but it can definitely help with managing your gas and electricity supply.
If you think you would qualify, I recommend getting on the register as soon as possible. It’s completely free and you never know when you might need it!
What support does the PSR offer?
Benefits vary by provider but often include:
- Advance notice of planned power cuts and priority reconnection.
- Accessible billing formats, large-print, Braille, audio, or quarterly calls.
- Password or nominee schemes, allowing trusted people to manage your account.
- Help with meter access, relocation, and regular readings.
- Free annual gas safety checks for eligible households.
- Specialized support during outages or disconnections.
How to register
- Contact your energy supplier, network operator, or water company—preferably by phone or online. Each provider maintains its own PSR, so you may need to contact multiple providers.
- Provide your circumstances, including any medical or access needs. Ask them to register you and share with other utilities if needed.
- Confirm your registration if you don’t receive a follow-up.
- If you switch providers, re-register with your new supplier.
Priority Services Register FAQs
Who should consider joining the Priority Services Register—and why?
Anyone with health conditions, limited mobility, young children, or communication challenges may benefit. The PSR provides priority support during outages, easier bill access, and practical help with meters, adding peace of mind in emergencies or technical glitches.
How can I register with multiple utility companies—what’s required?
Each company runs its own register. You’ll need to reach out to your electricity, gas, or water provider individually, whether online or by phone. Let them know your circumstances; most will also ask permission to forward your details to other utilities for coordinated support.
Will I need to register again if I switch energy or water suppliers?
Yes. Registration is supplier-specific. If you move or switch, re-register with your new provider to ensure uninterrupted access to PSR services.
Can I sign up temporarily—e.g., after surgery or a hospital stay?
Yes. Recent regulatory guidance encourages companies to accept short-term vulnerability too. Let them know your temporary situation, and they can provide tailored support until you’re back on your feet.
What exactly does “priority support during power cuts” mean?
If you’re on the PSR, some energy providers offer priority reconnection, advance warnings of planned outages, and dedicated helplines during emergencies. That ensures help is faster when it matters most.
