Is the Priority Services Register free?

Yes. Joining the Priority Services Register is completely free. There's no cost to sign up and no extra charges for any of the services you receive. It's a legal requirement for suppliers to provide this support.

How do I join the Priority Services Register?

Contact your energy supplier, electricity network operator, and water company to register. You can usually do this online, by phone, or in writing. You'll need to explain your circumstances and any support you need. Most suppliers can register you in a single phone call.

What help do you get on the Priority Services Register?

Free support includes: advance notice of planned power cuts, priority reconnection during outages, accessible bills (braille, large print, talking bills), quarterly meter readings if you can't read your meter, protection from disconnection, and a password scheme to verify genuine callers.

Priority Services Register Guide UK — Free Support for Vulnerable Customers | PocketWise

Q: What is the Priority Services Register?

The Priority Services Register (PSR) is a free service where energy suppliers, network operators, and water companies keep a list of customers who might need extra support. This includes people with disabilities, medical conditions, elderly customers, and those with young children.

The Priority Services Register (PSR) is a free support service for people who might need extra help from their energy suppliers and water companies. It’s completely free to join.

What Is the Priority Services Register?

Overview

Feature	Details
What it is	A list of customers who need extra support
Who provides it	Energy suppliers, network operators, water companies
Cost	Completely free
Commitment	None — you can remove yourself anytime
Legal requirement	Yes — companies must offer PSR services

Who Should Join

Eligible Groups	Examples
Medical conditions	Rely on medical equipment, dialysis, oxygen
Disabilities	Physical, sensory, mental health, learning
Chronic illness	Dementia, Parkinson’s, MS, cancer
Hearing impaired	Deaf, hard of hearing
Visually impaired	Blind, low vision
Elderly	Particularly vulnerable due to age
Families with young children	Babies and young children at home
Pregnant women	Particularly later stages
Mental health conditions	Anxiety, depression, serious mental illness
Temporary vulnerabilities	Recovering from surgery, bereaved, crisis

What Support Can You Get?

Energy Supplier Support

Service	What It Means
Advance warning of power cuts	Notice before planned maintenance work
Priority reconnection	First to be reconnected after power cuts
Accessible bills	Large print, braille, talking bills
Quarterly meter reads	Staff visit to read meter if you can’t
Password scheme	Verify caller is genuine before opening door
Nominee scheme	Someone else receives bills/communication
Protection from disconnection	Extra steps before any disconnection
Accessible communication	BSL, text relay, plain English
Redirection of bills	To a carer or family member

Network Operator Support

Service	What It Means
24-hour emergency number	Direct line during power cuts
Hot meals/drinks	During extended power cuts
Temporary heating	Alternative heating if power is out long
Welfare facilities	Access to toilets, rest areas
Hospital transport	If you need medical treatment
Keep warm packs	Blankets, torches, flasks

Water Company Support

Service	What It Means
Bottled water priority	First to receive water during supply issues
Large print/braille bills	Accessible bill formats
Password scheme	Same as energy companies
Alternative supply	Priority for bowsers (water tankers)
Knock and wait	Extra time to answer the door
Water efficiency advice	Help reducing bills
Financial support signposting	Directed to schemes like WaterSure

How to Register

Step-by-Step

Step	Action
1	Contact your electricity supplier (the company you pay)
2	Contact your gas supplier (if different)
3	Contact your electricity network operator (manages the wires)
4	Contact your water company
5	Explain your circumstances and needs
6	Ask about specific services available

Finding Your Suppliers

Supplier Type	How to Find
Electricity supplier	Check your bill or meter
Gas supplier	Check your bill or meter
Electricity network operator	Use Power Cut 105 website or call 105
Water company	Your bill shows this

Contact Methods

Method	Available With
Phone	All suppliers
Online	Most suppliers have PSR registration forms
In writing	Post address on bills
Through adviser	Citizens Advice, charities can help

What You’ll Be Asked

Information	Why They Need It
Your name and address	To register you
Account number	To link to your supply
Your circumstances	What support you need
Medical equipment	If you rely on electricity for medical devices
Communication needs	Large print, BSL, etc.
Household members	Others who might need support

Electricity Network Operators

Your electricity network operator is different from your supplier. They manage the physical power network.

Who’s Your Network Operator?

Region	Network Operator
North Scotland	Scottish & Southern Electricity Networks (SSEN)
South Scotland	SP Energy Networks
North East England	Northern Powergrid
North West England	Electricity North West
Yorkshire	Northern Powergrid
East Midlands	Western Power Distribution
West Midlands	Western Power Distribution
Eastern England	UK Power Networks
South East England	UK Power Networks
London	UK Power Networks
South West England	Western Power Distribution
South Wales	Western Power Distribution
North Wales	SP Energy Networks

Or call 105 (free from any phone) to find your local network operator.

Medical Equipment and Power Cuts

If you rely on electricity for medical equipment, the PSR is essential.

Equipment That Qualifies

Equipment	Priority Level
Dialysis machines	Highest priority
Oxygen concentrators	Highest priority
Ventilators	Highest priority
Nebulisers	High priority
Feeding pumps	High priority
Stairlifts	Medium priority
Hoists	Medium priority
Electric wheelchairs	Medium priority
Medication refrigeration	Medium priority

What Happens During Power Cuts

Action	What Happens
Advance warning	You’re told before planned work affects you
Priority restoration	Your area may be prioritised
Alternative power	Network operator may provide generator
Hospital transport	Arranged if you need treatment
Welfare checks	Staff may check on you

Financial Support Through PSR

Being on the PSR can help you access financial support:

Scheme	How PSR Helps
Warm Home Discount	Suppliers identify those needing help
Hardship funds	Direct referral to supplier schemes
Payment plans	More flexibility with payments
Social tariffs	Some suppliers offer reduced rates
WaterSure	Water companies identify eligible customers

Password Scheme

How It Works

Step	What Happens
1	You choose a password when registering
2	Genuine callers from your supplier will quote this password
3	Never let anyone in without the correct password
4	If unsure, close the door and call your supplier

Why It’s Important

Risk	How Password Protects You
Bogus callers	Verify identity before opening door
Scam engineers	Real engineers know your password
Distraction burglary	Extra security check

Updating Your Registration

When to Update

Situation	Action
Move house	Register with new suppliers
Circumstances change	Update your support needs
Medical equipment changes	Tell your network operator
You recover	Update or remove registration

How Often

Organisation	Review Frequency
Energy suppliers	Usually every 2 years
Network operators	Usually every 2 years
Water companies	Usually every 2 years

You’ll receive a letter or call asking if your circumstances have changed.

Special Circumstances

Living in a Park Home or Caravan

Situation	PSR Available?
Direct supply connection	Yes — contact your supplier
Supplied through site owner	May be complicated — contact Citizens Advice
Prepayment through site	Talk to site owner about their obligations

Renting Property

Situation	Can You Register?
Bill in your name	Yes — contact suppliers directly
Bill in landlord’s name	Yes — you can still register your vulnerability
Communal heating	Contact building management

Temporary Vulnerability

Situation	Can You Register?
Recovering from surgery	Yes — register temporarily
Pregnancy	Yes — particularly third trimester
Bereavement	Yes — temporary support available
Mental health crisis	Yes — extra protection helps

Who Shares Your Information?

Who	What They Can Share
Your supplier	Shares with network operator to coordinate
Network operator	Shares with supplier for emergencies
With your permission	Can share with local authority, charities

Sharing	Your Consent Needed?
Between energy companies	Yes — but usually automatic
With water company	You need to register separately
With local council	Only with your permission
With emergency services	In genuine emergencies

Complaints

If You Don’t Get PSR Services

Step	Action
1	Complain to your supplier/network operator
2	Give them 8 weeks to resolve
3	Contact the Energy Ombudsman if unresolved
4	For water: Contact CCW (Consumer Council for Water)

Useful Contacts

Organisation	Contact
Energy Ombudsman	0330 440 1624
CCW (water complaints)	0300 034 2222
Citizens Advice	0800 144 8848
Ofgem	Consumer helpline via Citizens Advice

Summary

Feature	Details
Cost	Free
Who can join	Disabled, elderly, medical conditions, families with young children, temporarily vulnerable
Register with	Energy supplier, network operator, water company
Benefits	Power cut warnings, priority reconnection, accessible bills, password scheme
Medical equipment	Register for priority support
Review	Usually every 2 years

Next step: Contact your energy suppliers and water company to register. Call 105 (free) to find your electricity network operator and register for power cut support.