What is the Priority Services Register?

The Priority Services Register (PSR) is a free scheme run by UK energy suppliers that provides essential support to vulnerable customers. If you’re registered on the PSR, your energy company must treat you as a priority during power cuts, billing disputes, complaints, and meter readings. It’s a safeguard designed by Ofgem to ensure that people who need extra help during energy emergencies receive it promptly.

Whether you’re elderly, disabled, have a serious health condition, or face financial hardship, the PSR ensures your energy supplier knows to prioritise your needs. This could mean getting your power restored first during an outage, receiving written communications in large print, or getting priority access to complaint resolution services.

Who Can Join the Priority Services Register?

Ofgem has set clear criteria for eligibility on the PSR. You can register if you fall into one or more of these categories:

• Disability or mobility issues: You have a physical or sensory disability, mobility impairment, or learning disability affecting your ability to use energy services normally
• Chronic illness: You have a long-term medical condition or require medical equipment that depends on electricity
• Mental health conditions: You live with depression, anxiety, bipolar disorder, or other mental health challenges affecting your daily functioning
• Age-related vulnerability: You’re over 60 and have additional needs or live alone without family support
• Care responsibilities: You’re a carer with caring responsibilities that make energy emergencies particularly problematic
• Financial difficulties: You’re struggling to pay energy bills or living on a low income
• Language barriers: English isn’t your first language and you need support accessing energy services
• Hearing or sight impairment: You require specially formatted communications or extra support
• Chronic pain: Your condition significantly impacts your ability to manage energy-related tasks
• Recent bereavement: You’ve recently lost a loved one and need additional support

You don’t need a formal diagnosis or official documentation to register—you simply need to meet one of these criteria. Your circumstances are confidential, and energy companies must treat your information sensitively.

Key Benefits of Registration

Understanding the practical benefits helps explain why joining the PSR matters for your household energy management:

• Priority restoration during power cuts: If there’s an outage, your supplier prioritises reconnecting you within 24 hours
• Preferred meter reading methods: You can request remote readings or specially arranged visits to suit your needs
• Accessible communications: Receive bills and letters in large print, braille, audio format, or other accessible formats
• Priority complaint handling: Disputes are resolved more quickly with dedicated support teams
• Extra support during emergencies: Help with emergency credit, debt advice, and heating support during winter
• Direct contact preference: You can nominate a family member or representative to contact on your behalf
• No requirement to provide meter access: If you’re vulnerable around meter readers, arrangements can be made
• Tailored payment options: Your supplier helps you find suitable payment methods

How to Register with Your Energy Supplier

Registering on the Priority Services Register is straightforward. Contact your current energy supplier directly—this is the only way to register. You don’t need to register with Ofgem itself; each supplier maintains their own PSR register.

Most major UK energy suppliers have dedicated PSR teams. You can reach them via:

• Phone: Call your supplier’s customer service number (usually found on your bill) and ask specifically for the PSR team
• Online: Many suppliers have registration forms on their websites
• In person: Visit a local branch or payment centre if your supplier has one
• Email: Some suppliers accept PSR applications via email
• Through a representative: Ask a family member, carer, or adviser to help register on your behalf

When you contact your supplier, have some details ready: your account number, your postcode, and a brief explanation of why you’re registering. Be honest about your circumstances—suppliers aren’t trying to catch you out; they want to understand how to best support you.

What Information Do You Need to Provide?

Your supplier will ask some questions to verify your identity and understand your specific needs. You’ll typically provide:

• Your name and account number
• Your address and postcode
• Contact phone number
• Details of any relevant medical conditions or circumstances (just enough for your supplier to understand)
• Your preferred contact method and format (large print, audio, etc.)
• Details of any nominated representative or carer

You won’t need medical certificates or official documentation—your word is sufficient. However, if you’re registering due to a medical condition, your supplier might offer referrals to debt advice services or energy grants you could access.

Switching Suppliers While on the PSR

One concern for PSR members is what happens when switching energy suppliers. The good news is that you’ll need to re-register with your new supplier, but there’s no gap in protection. Contact your new supplier within a few days of switching and provide the same information again. Your previous supplier should also notify your new one about your PSR status, though it’s best to register directly to ensure continuity of support.

Never let the need to re-register stop you from switching to a cheaper tariff. Your PSR status is portable, and registering with a new supplier typically takes just one phone call.

Is There a Cost?

The Priority Services Register is completely free. There are no fees, charges, or hidden costs. Your energy supplier must provide PSR support at no extra expense to you—it’s a regulated requirement under Ofgem’s consumer protections.

Review Your Registration Regularly

Your circumstances may change over time. If your situation improves or worsens, consider updating your PSR registration. Most suppliers ask you to confirm your details annually, usually during your annual review letter. Keep them updated so they can continue providing appropriate support.

Take Action Today

If you recognise yourself in any of the eligibility criteria, there’s no reason to delay. Contact your energy supplier today and ask to join the Priority Services Register. It’s a simple, free way to ensure you receive essential support when you need it most. Your supplier has a duty to help—don’t hesitate to reach out. Whether you’re managing a health condition, caring for others, or facing financial challenges, the PSR is there to protect your energy supply and reduce stress during difficult times.