The Priority Services Register explained

What you need

What the register is

The Priority Services Register (PSR) is a free service. Energy suppliers, electricity network operators and water companies each keep one. Being on it tells them that your household may need extra help.

There are two kinds of energy company to know about:

• Your supplier sends your bill.
• Your network operator runs the power lines in your area. In England, Scotland and Wales, this is your distribution network operator (DNO). They deal with power cuts.

Your water company is separate again.

Who can join

Each company sets its own rules. You may be able to join if someone in your home:

• Is of pensionable age.
• Has a disability or a long-term health condition.
• Relies on medical equipment that needs power.
• Has a hearing or sight condition.
• Has a mental health condition.
• Is pregnant or has young children.
• Is recovering from an injury or a hospital stay.
• Needs help with English or other communication support.

If you are not sure, ask. Some needs are short-term, and you can join for a set time.

What help you might get

Services vary by company. They can include:

• Advance notice of planned power cuts.
• Extra updates and support during a power cut.
• A password scheme, so you know a caller or visitor is genuine.
• Bills and letters in large print, braille or another format.
• Sending letters to a carer or relative you choose.

The Ofgem page on extra help through the Priority Services Register lists the services in full.

What you probably already own

You do not need anything to sign up. It helps to have these to hand:

• Your energy bill, to find your supplier’s name and number.
• Your postcode, to find your network operator.
• Your water bill, for your water company’s details.
• A list of needs, such as medical equipment, mobility or hearing needs.
• A contact’s details, if you want a relative to receive letters.

How to sign up

1. Contact your energy supplier. Ask to join their Priority Services Register. You can usually do this by phone or online.
2. Contact your network operator. Visit the Priority Services Register website to find yours. Some suppliers pass your details on, but it is worth checking.
3. Contact your water company. Ask whether they have a register and whether they share details with energy companies.
4. In Northern Ireland, ask your electricity and gas companies about their Customer Care Registers.
5. Keep your details up to date. Tell them if your needs change or you move home.

Our area page shows your network operator and useful local numbers.

Keep the power cut number handy

Write it on paper and keep it by the phone:

• England, Scotland and Wales: 105.
• Northern Ireland: 03457 643643.

What to buy, if anything

Joining the register is free, and you do not need to buy anything. If someone relies on power, a few items can help while you wait for support:

• A charged power bank for phones or compatible medical devices. See our guide to power banks for power cuts.
• A torch or lantern near the bed and chair. See our guide to torches and lanterns.

If you use powered medical equipment, ask your equipment supplier what to do in a power cut. For health questions, speak to your pharmacist or GP, or call 111.

For help planning with an older relative, read helping elderly parents prepare.