Priority Services Register
Energy suppliers (the company you pay your bills to), electricity and water networks hold Priority Services Registers (PSR) for their customers. It helps all energy and water companies tailor their services to support households who need extra help with everyday energy matters like bills, and also in the unlikely event of a power cut, gas, or water supply interruption.
If you register to join the PSR with us, then we will share the information you provide with the company who delivers electricity to your area (Electricity Distribution Network Operator, DNO). They will keep the information on their PSR and where possible share your information with your gas and electricity supplier (s) and your water provider who also keep PSRs. We’re working together to make sure that your property receives all the support services covered by the Priority Services Register.
Although we don’t maintain our own PSR at Wales and West Utilities, we are given access to view gas suppliers PSR so that we can look after our customers who have extra communication, access, or safety needs.
Your information may also be shared with trusted partners/parties such as The Fire Service or The British Red Cross who can help us to support you in the event of a major incident.
Under Data Protection Legislation, we must tell you that the legal basis of processing and sharing your personal data is legitimate interests and substantial public interest (SPI). We do this in the best interests of all, to keep you safe, warm, and connected to your essential utility services.
We will always follow privacy laws and your PSR information will never be used for marketing purposes.
There are many benefits to being registered on the PSR some of which are:
- Keeping you safe; staff wear photograph identification badges and you can also agree a password with us to give you extra peace of mind.
- Nominating someone to deal with your bills or help in a power cut, on your behalf.
- Offering you information in other formats like large print, audio CD, braille or provide an interpreting service if you or others in your household are unable to communicate in English when contacting us.
- Receiving an annual Free Gas safety Check where eligible (*) to check your gas supply and appliances are safe to use.
- Advance notice of planned power cuts by your electricity network operator so you can prepare or let them know in advance that you may need help on the day.
- Provision of alternative heating and cooking services by your gas network operator in the event of a gas outage.
- Priority support in the event of a power cut. Network operators aim to provide welfare in the form of meals, drinks, warmth and charging points as well as receiving priority updates.
In the event of a major power/gas outage both electricity and gas networks work closely with third party agencies to help provide extra support including your Local Authority, emergency services and British Red Cross to name a few.
* To be eligible, you need to be on means-tested benefits and live in a house where at least one occupant is:
- Under five years old; or
- is of pensionable age, disabled or chronically sick and either lives alone; or
- lives with others who are all of pensionable age, disabled, chronically sick or under 18
You can complete an online form or contact us on 0800 072 6202.
We will pass your information on to your Electricity Distribution Network Operator (DNO), the company who delivers electricity to your area. They will keep your information on their PSR and where possible share your information with your gas and electricity supplier(s) and your water provider who also keep PSRs.
Alternatively, you can contact either your energy supplier, electricity, gas, or water network by phone or by visiting their webpage and completing an on-line registration form. You only need to register with one as your data where possible, will be shared across all companies who are involved in delivering energy and water to your home.
You can find out who your Distribution Network Operator is by visiting the ENA website. You may also find that many industry partners and charities can assist you to register; whether this is through gas network distributors or Citizen’s Advice.
If you are a family member/carer you can register someone on their behalf.
You can at any time ask for your details to be updated, or to be removed from the PSR, by contacting your energy supplier, electricity, or water network directly,
If you are not certain if you are already registered then contact your energy supplier, electricity, or water network who will be able to confirm and help you update any records should they need to.
No, once registered you do not need to apply on an annual basis. We do suggest however that If you change supplier or move house you should inform your new supplier that you would like to re-register upon their system.
The PSR is a free service; there is no cost to the customer to register.
If you register to join the PSR with us, then we will share the information you provide with the company who delivers electricity to your area (Electricity Distribution Network Operator, DNO). They will keep the information on their PSR and where possible share your information with your gas and electricity supplier (s) and your water provider who also keep PSRs.
We’re working together to make sure that your property receives all the support services covered by the Priority Services Register.
Your information may also be shared with trusted partners/parties such as The Fire Service or The British Red Cross who can help us to support you in the event of a major incident.
Your details will never be used for marketing purposes meaning that you will not receive unsolicited phone calls as a result of registering and your PSR data will not be shared for purposes beyond that of the services offered through the PSR.
Where your details need to be shared to deliver a service you’ve asked for such as a regular meter reading, a password or an annual gas safety check your details will be passed on as necessary to metering agents and gas safety inspectors so that they can carry out the request.
Should you or someone in your household need some extra or specialised assistance during routine interactions or in the unlikely event that your electricity, gas, or water is interrupted, then you are likely to be eligible to register.
If you are unsure, you can check whether you/your household would qualify by contacting either your network operator or supplier(s) who have teams who will be very happy to answer any queries. You can either call the main company number (as displayed upon your bill/correspondence) or look at their website.
Yes, you can nominate someone to deal with your account or raise any questions regarding your electricity and gas supply on your behalf. Just let your provider know that this is a requirement, and they can set this up.
If you would like to register a family member or someone you provide care for to join the PSR you can.
In the unlikely event that your electricity gas or water supply is interrupted, being registered on the PSR allows the relevant companies to know that you are potentially in need of additional services.
These can vary based upon the scale and length of outage. Customers that we know of who have electrically dependant medical equipment and/or life-threatening illnesses are likely to be prioritised in order of contact and the provision of services. However, whatever the reason for your registration, knowing how we can adapt our actions and communications appropriately helps us safeguard you too.
Provision of alternative heating and cooking facilities in a gas outage and priority contact during a power cut are just two potential benefits. If you have an alternative contact registered, they can also receive updates on your behalf and a security password allows you to feel safe at all times in your home.
At any time, you can ask for your details to be updated, or removed from the PSR by contacting your energy supplier, electricity, or water network directly.
If you are not certain that you are already registered then contact your energy supplier, electricity, or water network who will be able to confirm and help you update any records should they need to.
If you change supplier or move house, you should inform your new supplier that you would like to register on their PSR. It is a good idea to use this opportunity to consider again whether there are any other needs that you may now have due to your situation changing.