If you have never needed extra help from your energy, water, or telecoms provider, you have probably never heard of the Priority Services Register. Yet it is one of the most valuable, and most under-used, protections available to UK households. It costs nothing to join, it takes only a few minutes to sign up, and it can make a genuine difference during a power cut, a burst water main, or simply when day-to-day dealings with a utility company feel harder than they should.
The Priority Services Register, usually shortened to PSR, is a free support scheme that UK energy suppliers, electricity and gas network operators, and water companies are required to maintain. It exists so that anyone in a vulnerable situation, whether that is due to age, disability, a health condition, a temporary injury, or a difficult personal circumstance, can be identified in advance and given tailored support when something goes wrong with their supply. Instead of scrambling to explain your situation to a call centre during an emergency, your needs are already on file, and the right kind of help is triggered automatically.
This article explains what the PSR actually covers, who can join, what practical benefits it unlocks, and exactly how to register, including a detail many people miss: the PSR is not really a single register at all, but several separate ones that you may need to join individually.
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What Is the Priority Services Register?
The PSR was created because utility companies recognised that a standard one-size-fits-all approach to customer service does not work for everyone. Some customers need large-print bills. Some need advance warning before planned engineering work cuts off their supply. Some rely on electrically powered medical equipment and cannot safely go without power for more than a short period. Others simply need a face-to-face password system so they can be confident that anyone claiming to be from their supplier at the door is genuine.
The register allows companies to flag these needs against a customer’s account so that support is delivered automatically and consistently, rather than depending on the customer remembering to ask for help every single time they get in touch. Energy suppliers and network operators are required to offer this service under conditions set by the energy regulator, Ofgem. Water companies operate an equivalent scheme under rules set by Ofwat, and increasingly, telecoms providers offer comparable support for customers who depend on a working phone line, for example those using a telecare pendant alarm.
Crucially, being on the PSR does not affect your tariff, your bills, or the price you pay for your services in any way. It is not a discount scheme, although being on it often makes you eligible to find out about other support, such as the Warm Home Discount. Its purpose is purely to make sure that when things go wrong, or when you interact with your supplier, the service you receive fits your circumstances.
Why the PSR Is Not Just One List
This is the part of the PSR that trips up the most people, and it matters enormously if you ever experience a power cut. Many households assume that because they rang their energy supplier and asked to be added to the PSR, they are covered. In reality, there are several distinct organisations involved in keeping you supplied with energy, and each one keeps its own version of the register.
Your energy supplier is the company that sends you a bill and that you pay each month. It handles your account, your meter readings, and your communications. But your supplier does not physically fix a power cut. That job belongs to your electricity distribution network operator, often called the DNO, which owns and maintains the local cables, substations, and infrastructure in your area. You do not choose your DNO; it is determined by where you live. During an outage, it is the DNO’s priority register, not your supplier’s, that determines who gets extra help, such as advance warning of planned work, welfare calls, or a generator brought to the street if an outage runs long.
The same split exists for gas: your gas supplier bills you, but your gas network operator manages the physical pipework and deals with gas emergencies. If you get your water from a separate company to your sewerage provider, both of those may also maintain their own PSR. In practice, this means a household with mains gas, mains electricity, and a water supply could need to register separately with as many as four or five different organisations to be fully covered.
The good news is that registering with each one is quick, and many suppliers and network operators will pass your details to the corresponding organisation on your behalf if you ask them to, although it is always worth confirming this has actually happened rather than assuming it. If you are ever unsure who your network operator is, it can be identified from your postcode via industry websites or by asking your supplier directly.
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Who Is Eligible for the Priority Services Register?
One of the most reassuring aspects of the PSR is how broad the eligibility criteria are. There is no strict medical test, no means test, and no requirement to prove that you are “vulnerable enough.” Utility companies are encouraged to interpret vulnerability broadly, because circumstances that create risk are often temporary, situational, or simply not obvious from the outside. You are generally eligible to join if any of the following apply to you or to someone in your household:
- You have reached State Pension age.
- You have a disability, whether physical, sensory, or cognitive.
- You live with a long-term illness or chronic health condition.
- You are recovering from a recent injury, operation, or hospital stay.
- You are pregnant or have young children in the household.
- You depend on electrically powered medical equipment, such as a stairlift, home dialysis machine, oxygen concentrator, or powered wheelchair charger.
- You have a mental health condition.
- You are blind or have partial sight, or are deaf or have hearing loss.
- You have a condition affecting your memory, such as dementia.
- You have additional communication needs, including difficulty reading or speaking English fluently.
- You are experiencing a period of financial hardship or personal crisis that makes coping with an interruption to services particularly difficult.
- You are the sole occupant of your home and would struggle to manage without support during an emergency.
- You care for someone with any of the above needs, even if you do not have additional needs yourself.
This list is illustrative rather than exhaustive. If your circumstances do not fit neatly into a category but you believe you would struggle during a power cut, a water outage, or when dealing with routine account matters, you are entitled to ask to be added, and it is standard practice for advisers to accommodate a wide range of situations. The underlying principle behind the scheme is that if being without power, water, or gas would be more than a minor inconvenience for your household, you likely qualify.
It is also worth noting that registration can be temporary. If you are recovering from surgery, for instance, you can ask to be added to the register for a defined period and removed once you no longer need the extra support. Equally, if your circumstances change permanently, your details will simply remain on file going forward.
The Benefits of Registering
The specific support you receive depends on your supplier, your network operator, and the needs you have described, since services are tailored rather than uniform. However, common benefits offered to PSR members include the following.
Advance notice of planned power cuts. If engineers need to carry out maintenance that will interrupt your electricity supply, PSR members are typically given advance warning by phone, text, or letter, so they can plan around it, for example by arranging alternative accommodation for someone reliant on medical equipment.
Priority support during unplanned power cuts. If your power goes down unexpectedly, being on the DNO’s register means you are more likely to receive a welfare call, updates on when supply will be restored, and in some cases direct support such as a hot meal voucher, blankets, or a generator, particularly if the outage is prolonged or if you live in a remote area.
A password scheme for doorstep visits. Utility companies operating a password scheme allow you to set a memorable word that any genuine representative visiting your home will be able to quote. This protects against bogus callers who pretend to be from a utility company in order to gain entry, a particular concern for older or isolated customers.
Accessible communications. If you need your bills, meter readings, or correspondence in large print, braille, audio format, or a language other than English, PSR registration ensures these are provided as standard rather than something you have to request every time.
A nominee scheme. You can nominate a trusted friend, family member, or carer to receive copies of your bills and to speak to your supplier on your behalf. This is particularly useful for people who find dealing with utility companies stressful or confusing, or who want a second person kept informed in case of missed communications.
Free gas safety checks. Some suppliers provide a free annual gas appliance safety check to PSR customers who meet certain criteria, such as being of pension age and living alone, or receiving certain benefits.
Meter reading support. If you are unable to read your own meter due to mobility or sight issues, some suppliers will arrange for someone to read it for you rather than relying on estimated bills.
Support during a water supply interruption. Water companies on the PSR can arrange bottled water deliveries, priority repair visits, and advance warning of planned interruptions for registered customers, particularly those who depend on a reliable water supply for medical reasons.
Braille and large-format bills, and textphone or relay services for customers who are deaf, hard of hearing, or have a speech impairment.
Signposting to further financial support. Being on the PSR often prompts your supplier to check whether you are eligible for other help, such as the Warm Home Discount, which reduces the cost of a winter energy bill for qualifying households, or grants offered through supplier hardship funds.
It’s worth stressing that not every supplier offers every one of these benefits, and the specific package will be shaped by what you tell them about your circumstances when you register. This is why it helps to be as detailed as possible when signing up, rather than simply ticking a general vulnerability box.
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How Priority Services Help During a Power Cut Specifically
Because power cuts are the scenario most people associate with the PSR, it is worth spelling out how the process typically works. When a fault occurs on the network, your DNO becomes aware of it either through automated monitoring or through customer reports. If your address is flagged on their priority register, the following can happen, depending on the nature and length of the interruption:
You may receive an automated call or text as soon as the fault is logged, giving an estimated restoration time. If the outage is expected to run for several hours, especially overnight or in cold weather, welfare teams may proactively contact registered vulnerable customers to check whether they need anything, such as a hot meal, blankets, or transport to a place with power. In more serious or extended incidents, mobile generators or welfare vehicles are sometimes deployed to streets with a concentration of PSR-registered households. If you depend on medical equipment that requires a constant power supply, your DNO can flag your address for a faster response and can advise you in advance on what backup arrangements you should have in place, since even priority customers cannot be guaranteed an uninterrupted supply during a serious fault.
None of this happens automatically just because you are a vulnerable person; it happens because your details are on the network operator’s specific register, which is exactly why registering with your DNO, separately from your energy supplier, matters so much.
How to Register for the Priority Services Register
Signing up is straightforward, and in most cases free of charge, requiring only a phone call, an online form, or occasionally a face-to-face conversation with your supplier’s customer service team.
Step one: register with your energy supplier. Look for the “Priority Services” or “extra support” section on your supplier’s website, call their customer service number, or ask about it during any routine call. You will typically be asked for your account number and a description of your circumstances. Be specific: rather than simply saying you have a health condition, explain what kind of support would help, whether that is large-print bills, a nominee, or advance notice of visits.
Step two: register with your electricity network operator (DNO) separately. Identify your DNO using your postcode, either through your supplier or via an independent industry lookup tool. Contact them directly, either by phone or through their website, and ask to be added to their priority register. Mention any medical equipment you rely on, communication needs, or whether you would like a password scheme in place.
Step three: register with your gas network operator, if applicable. If you use mains gas, your regional gas network operator, sometimes referred to as the Gas Transporter, keeps its own version of the register for gas emergencies and planned works.
Step four: register with your water company. Contact your water supplier and, if applicable, your separate sewerage provider, to be added to their priority register. This is especially worthwhile if you rely on a stable water supply for medical reasons or would struggle to manage without water for cooking, washing, or sanitation during an interruption.
Step five: check with your phone and broadband provider. If you depend on a landline for a telecare alarm, medical monitoring device, or simply because you have no reliable mobile signal, ask your telecoms provider whether they operate an equivalent priority scheme. Many now do, offering things like battery backup units for people who rely on a corded phone during a power cut.
Step six: confirm and review. Once registered, ask each organisation to confirm what has been recorded on your account and what kind of support this unlocks. It is sensible to review this periodically, particularly if you switch supplier, since your new supplier will not automatically inherit your PSR status from your old one, and if your circumstances or needs change over time.
Registration is usually free, and you should be wary of anyone contacting you unsolicited and asking for payment or bank details in connection with the PSR; it is not something companies are permitted to charge for.
Common Misunderstandings About the PSR
A few misconceptions are worth clearing up, because they can lead people to believe they are protected when they are not.
Being on your supplier’s PSR does not automatically mean you are on your network operator’s PSR. As explained above, these are separate systems run by separate organisations, and both need to be informed individually in most cases.
PSR registration does not guarantee your power, gas, or water will never be interrupted; it means that if an interruption happens, you are more likely to receive proactive support, faster communication, and practical help suited to your situation.
Being on the PSR does not automatically exempt you from restrictions such as hosepipe bans during a drought. Some exemptions do exist for specific medical or agricultural uses, but they are assessed separately and are not an automatic consequence of PSR membership.
PSR status does not transfer automatically when you switch energy supplier. If you move to a new provider, you will need to re-register your needs with them, even though your network operator registration should remain unaffected since it is tied to your address rather than your supplier.
Finally, joining the PSR does not affect your credit rating, your bills, or the tariffs available to you. It exists purely to adjust how a company communicates with and supports you, not to alter what you are charged.
Who Should Consider Registering a Household Member
It is not only the vulnerable person themselves who can initiate registration. Family members, carers, neighbours, and support workers can register someone else’s household for the PSR on their behalf, provided they have the individual’s consent or are acting in their best interests, for example for an elderly relative living alone. This is particularly useful where the person concerned may not think to register themselves, may find phone calls to call centres stressful, or may not be aware that the scheme exists at all. If you support an older relative, a neighbour with a long-term condition, or a friend recovering from a hospital stay, it is worth spending ten minutes checking whether they are registered, and helping them do so if not.
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Is the Priority Services Register free to join?
Yes. Registration is completely free with every energy supplier, network operator, and water company. No organisation is permitted to charge you for adding your details, and you should treat any unsolicited request for payment or bank details in connection with the PSR as a scam.
Will joining the PSR affect my energy bills or tariff?
No. The PSR has no effect on the price you pay, your tariff, or your credit rating. It only changes how a company communicates with you and what support it offers, not what you are charged.
Do I need to prove I am disabled or ill to qualify?
No formal proof or medical certificate is generally required. Eligibility is intentionally broad, and you self-declare your circumstances when you register. Some schemes, such as free gas safety checks, may ask for evidence of benefits received, but registering on the PSR itself does not require this.
How long does registration last?
It depends on your circumstances. If your need is ongoing, such as a disability or being of pension age, your registration simply stays in place. If your need is temporary, for example recovering from surgery, you can ask to be registered for a set period and removed once you no longer need the support.
Can I register on behalf of someone else?
Yes. Family members, carers, neighbours, or support workers can register another person’s household, provided they have consent or are acting in that person’s best interests, for example for an elderly relative living alone.
Does registering with my energy supplier automatically cover my network operator too?
Not necessarily. These are separate registers run by separate organisations. Some suppliers will pass your details to your network operator on your behalf, but it is best to confirm this directly rather than assume it has happened, and to register with your DNO yourself if unsure.
What happens to my PSR status if I switch energy supplier?
It does not transfer automatically. You will need to register your needs again with your new supplier. Your network operator registration, which is tied to your address rather than your supplier, should be unaffected by a supplier switch.
Does the PSR guarantee my power or water will never be cut off?
No. It does not prevent interruptions from happening, but it means that if one occurs, you are more likely to receive advance warning, priority restoration efforts, welfare calls, and practical support such as generators or bottled water.
Does being on the PSR exempt me from a hosepipe ban?
Not automatically. Some exemptions exist for specific medical or agricultural water uses, but these are assessed separately by your water company and are not an automatic benefit of PSR membership.
How do I find out who my electricity network operator (DNO) is?
Your DNO is determined by your location, not chosen by you. You can identify it using your postcode through your energy supplier or an independent industry lookup tool, then contact them directly to register.
Conclusion
The Priority Services Register is a genuinely useful, entirely free safety net that far too few eligible households actually use. Its strength lies in its breadth: you do not need to meet a narrow medical definition to qualify, and the range of situations covered, from pregnancy and young children to chronic illness, disability, and temporary hardship, means most people will know someone who could benefit. The single most important thing to understand is that the PSR is not one register but several, run separately by your energy supplier, your electricity and gas network operators, and your water company, and in some cases your telecoms provider too. Registering with only one of these leaves gaps in your protection precisely at the moments when you are likely to need it most, such as during a power cut or a burst water main.
Taking the time to register with each relevant organisation, and to review that registration whenever your circumstances or your suppliers change, costs nothing but a few phone calls or online forms. In return, it can mean the difference between struggling through an emergency alone and receiving timely, tailored support exactly when you need it.