Energy Financial Support UK — Winter Fuel, Cold Weather PaymentsPriority Services Register Guide UK — Free Support for Vulnerable Customers
How to join the Priority Services Register with your energy and water company for free support including advance power cut warnings, accessible bills, and emergency priority.
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 |
| 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 |
Data Sharing
| 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 |
Consent Required
| 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) |
| 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.