Priority Services Register for vulnerable energy customers

What is the Priority Services Register?

The Priority Services Register (PSR) is a free and voluntary system that your supplier uses to ensure the correct support is given to its most vulnerable customers.

It is a system designed and overseen by Ofgem to better ensure that individuals with special requirements have access to additional support from their energy supplier as and when they require it.

This support varies by supplier and by an individual’s circumstances, but can include:

• Large-format or Braille bills

• Advanced notice of service interruption

• Priority in a power cut

• Quarterly meter readings.

Who can sign up for the Priority Services Register?

Ofgem made changes to broaden the Register's eligibility to ensure that people are considered based on their circumstances — not just a list of characteristics.

Previously, only aspects like age and disability were considered. Now, though, customers simply need to identify themselves to the supplier, who will then assess their circumstances and offer appropriate available services to suit them.

This is good news as more consumers will get the assistance they need, but it means there is not a definitive set of rules to check your eligibility against.

However, generally, you could be eligible for the Priority Services Register if:

• You need to be supported in a particular way

• You would struggle to maintain your well-being if you lost your energy supply for any amount of time

• You’re of pensionable age

• You are disabled

• You are chronically ill or have a long-term medical condition

• You have hearing or visual impairment or other communication needs

• You have children under the age of five living with you

• You have a mental health condition that causes you difficulty in understanding your bill

• You cannot top up your pre-payment meter due to injury

• You need extra support due to temporary circumstances.

What kind of help is given to vulnerable customers?

This will vary based on your needs and your supplier. We’ve collected information from some of the bigger suppliers, so you can get an idea what your supplier might offer to you.

How do I sign up to the Priority Services Register?

If you would like to have access to additional services from your energy supplier, you simply need to sign up to the Priority Services Register through your current supplier. You can also ask your supplier to forward your details to your network operator if you are dependent on a consistent energy supply for medical reasons.

Can I switch supplier if I’m on the Priority Services Register?

Yes (assuming there are deals available). You simply need to notify your new supplier that you are a vulnerable customer, and they will share their available services with you.

What other help am I eligible for?

If you're eligible for the Priority Services scheme, it's likely you'll also qualify for government initiatives to help with the cost of your energy bill. Use our interactive tool below to find out what you could be eligible for: