The Priority Services Register

The Priority Services Register,
called PSR for short, is a free
service that gives extra support
with energy problems to people
who need it most.

This includes people who:
● need help to communicate
● have extra access needs
● have extra safety needs

Communicate means how you
talk, write, listen or read.

Access needs are anything extra
a person needs to do something.

You must be eligible for the PSR.

Eligible means meet the rules for
something.

You might be eligible if you:

● are old enough to get the state
pension

● have a disability or a health
problem that will last a long time

● are getting better after an injury

● are deaf or have hearing
problems

● are blind or have eyesight
problems

● have mental health problems

● are pregnant or have young
children

●need extra help to
communicate, like people who
speak a different language

● use energy for a health problem

● cannot smell or find it hard to
smell

● might find it hard to answer the
door or get help in an
emergency

An emergency is when something
very bad or dangerous happens.

You might also be eligible if you
need support for a short amount of
time, like if someone in your family
dies or you come out of hospital
and need support until you are
better.

If you want to find out more about
who is eligible for the PSR, go to the
Priority Services Register website.

The Priority Services Register,
called PSR for short, is a free
service that gives extra support
with energy problems to people
who need it most.

This includes people who:
● need help to communicate
● have extra access needs
● have extra safety needs

Communicate means how you
talk, write, listen or read.

Access needs are anything extra
a person needs to do something.

You must be eligible for the PSR.

Eligible means meet the rules for
something.

Every energy supplier has a PSR.

If you are eligible and want to sign up to the PSR, contact your energy supplier.

If you switch your energy supplier, you need to sign up to the PSR for your new supplier.

If you have a different energy supplier for gas and electricity, you need to sign up to the PSR for both energy suppliers.

Benefits are the good things that happen because of something.

The Priority Services Register, called PSR for short, is a free service that gives extra support with energy problems to people who need it most.

If you are signed up to the PSR, you should be told about planned power cuts before they happen.

For unplanned power cuts, the homes of people who are signed up to the PSR should be fixed before the homes of people who are not signed up to the PSR.

If you are signed up to the PSR, you might also get:

• support first in an emergency
• support first when you call your network operator
• help to get a prepay meter

• a service where your meter readings are done for you.
• help yo fix your gas supply if you need it. 

An emergency is when something very bad or dangerous happens.

A network operator is a company that looks after the pipes and wires that carry gas and electricity.

You might be able to choose a password or picture cards for people who come to your home from energy suppliers or network operators to use, to help you feel safe. 

You might be able to choose someone, like a member of your family, a friend or a carer, to get letters and bills from your energy supplier. This can help if you need support to do some things in life. 

Every network operator also has a PSR. The benefits they offer might be different from the benefits your energy supplier offers.

This means it is a good idea to sign up to the PSR for your energy supplier and the PSR for your network operator. 

If you want to find out more about benefits of the PSR, go to the Citizen's Advice Priority Services Register guide.

The Priority Services Register, called PSR for short, is a free service that gives extra support with energy problems to people who need it most.

If you are signed up to the PSR, you should be told about planned power cuts before they happen.

For unplanned power cuts, the homes of people who are signed up to the PSR should be fixed before the homes of people who are not on the PSR.

If you are signed up to the PSR, you might also get: 

• support first in an emergency
• support first when you call network operator during a power cut

An emergency is when something very bad or dangerous happens.

A network operator is a company that looks after the pipes and wires that carry gas and electricity.

If there is a power cut that lasts a long time, your network operator might be able to give you extra support if you use energy for a health problem.

The Priority Services Register, called PSR for short, is a free service that gives extra support with energy problems to people who need it most.

If you are eligible and want to sign up to the PSR, contact your energy supplier.

Eligible means meet the rules for
something.

To contact your energy supplier, you can:

• call the telephone number on your energy bills
• go to their website and search for a link where you can sign up

You can also look at a list we have made of free or cheap ways to contact energy suppliers.

If you switch your energy supplier, you need to sign up to the PSR for your new supplier.

If you have a different energy supplier for gas and electricity, you need to sign up to the PSR for both energy suppliers.

Every network operator also has a PSR. 

A network operator is a company that looks after the pipes and wires that carry gas and electricity.

If you sign up to the PSR for your energy supplier, they can give your information to your network operator so you can be added to their PSR as well.

If you want to find out more, go to the Priority Services Register website.

The Priority Services Register, called PSR for short, is a free service that gives extra support with energy problems to people who need it most.

If you do not know if you are already signed up to the PSR, contact your energy supplier or network operator.

Your energy supplier should contact you to tell you when you have been added to the PSR.

The Priority Services Register, called PSR for short, is a free service that gives extra support with energy problems to people who need it most.

If you think the PSR might be a good thing for you, you might also want to get a smart meter

Smart meters are the latest type of gas and electricity meters.

There is no extra cost to have a smart meter put into your home.

Smart meters record how much gas and electricity you use and send energy readings straight to your energy supplier.

This means you get an accurate bill instead of an estimated bill.

An accurate bill shows how much energy you have used.

An estimated bill is when your energy supplier guesses how much energy you have used.

Smart meters can work for prepay customers too. With a prepayment smart meter, you can top up anywhere, anytime, including from your mobile phone.

Smart meters come with a display screen you can use if you want to.

The display screen shows how much gas and electricity you use and how much you spend on energy each day, week and month.

This can help you: 

• have more control over how much you spend on energy
• know how much your energy bills will be

There is also an accessible smart meter display screen.

Accessible means something that can be used and understood by everyone.

If you are eligible for the PSR, you might be eligible to get an accessible display screen.

Eligible means meet the rules for something.

There is no extra cost to get an accessible display screen but you cannot get one from every energy supplier yet.

Accessible means something that can be used and understood by everyone.

The accessible display screen might be helpful if you:

• have bad eyesight
• find it hard to move
• find it hard to remember things

It works in the same way as a smart meter display screen, but it has extra accessible features, like large buttons and it can read information out loud.

If you want to find out more about the accessible display screen, contact your energy supplier.