The Priority Services Register – powering up support for people in need
Navigating the energy landscape can be challenging. A vital tool for powering up client support is the Priority Services Register.
Post #4 in our Navigating Energy Challenges series.
By Victoria Wan
Are you aware of how the Priority Services Register could help you or someone you know?
PSR?
The Priority Services Register is a free service developed by Ofgem, the energy regulator. It provides extra support to vulnerable customers, including: pensioners; people with health difficulties or a disability; parents or carers with young children; people who find it hard to communicate in English. More about PSR.
How it helps
- People with disabilities: meter-reading assistance helps with avoiding costly mistakes or even basic accessing
- Older people: priority support addresses mobility issues and vulnerability to cold temperatures during outages
- Visually impaired individuals: large-print or braille bills make information accessible.
Missing out??
Research by the Vulnerability Registration Service, a not-for-profit information platform, supports our observation; it has shown over 80% of UK adults (63% of vulnerable people) have NOT heard of the PSR [1].
With continuing fuel poverty and back billing, the PSR has a crucial role in protecting vulnerable people from unfair and harmful actions. Yet in our energy appointments, we see many clients who are unaware of its existence or of their own eligibility.
This means many are missing out on vital support.
Suppliers
We recommend energy suppliers promote the PSR by:
- Proactive enrolment: identify potentially eligible customers through data analysis and proactively contact them.
- Bill and website prominence: include PSR information prominently on energy bills; and ensure the PSR section of the website is easy to find and navigate.
- Clearer communication: simplify PSR materials, using plain language and translations.
You, a friend or family member
- Check eligibility: Am I eligible?
- Contact supplier to apply: How to apply to my network?
- Spread the word: share this information with others who might benefit.
How Citizens Advice can help
Don’t face energy challenges alone. We can assist you with:
- Checking your eligibility for the PSR
- Registering with your energy supplier
- Accessing other energy support services.
Contact us for a free appointment.
This is the last in our series on navigating energy challenges. We have covered back billing, winter bills, carbon monoxide safety, and now the PSR. We hope these resources empower you to manage your energy needs effectively. Remember, support is available – don’t hesitate to reach out!
Victoria Wan is a Research & Campaigns Volunteer at Citizens Advice Epsom & Ewell.
[1] 80% of UK adults have never heard of the Priority Services Register, Vulnerability Registration Service, 21/03/2023.