The Priority Services Register

The Priority Services Register (PSR) is a way that we can help those who have extra communication, access or safety needs to gain equal access to the best possible services at all times.

We understand that it can be a stressful time if your gas supply goes off, especially if you find yourself in a vulnerable situation, and the PSR helps us ensure that you can access the care that you deserve.

The PSR is a completely free service, designed to make it easier for those who need a little extra help. Each energy supplier and electricity network operator maintain their own register, meaning that you can register with us and receive essential benefits that will make the management of your energy supply easier.

These include:

• Providing you with alternative heating and cooking facilities should your gas be interrupted as part of our works.
• The use of a password facility to keep you safe on your doorstep. You can read more about how we strive to protect you from bogus callers by ensuring that out engineers follow a strict process and must allow you to check their credentials should you not be expecting their call.
• For the purposes of safety, if you are unable to reach your gas emergency control valve (ECV) due to poor mobility, we may be able to move this for you. To find out if you are eligible for this service, please call us on 0800 0745 788 to talk with one of our team members to discuss it further.
• Providing translation services should there be a need for it 24/7, 365 days of the year.

For many years we have chaired a cross utility sector working group aiming to increase the general public’s awareness of the Priority Services Register and ensure that it operates in the most effective manner to help the energy industry and to understand how to best support our customers.

In 2021/22 we trained over 4,000 of our colleagues to be able to spot the signs of customers living in vulnerable situations. This allows them to have the confidence and knowledge to offer a wide range of support packages. We have completed a six-week winter awareness campaign, which we invited the other national gas distribution network businesses to join, and which we estimate has reached over 20 million across the UK to raise PSR awareness and encourage registrations.

Eligibility for the Priority Services Register is dependent on a variety  of  factors. You and others in your household can join the register if:

• someone has a chronic or serious illness
• someone is dependent on medical equipment including oxygen
• someone has poor mobility, reduced sight, hearing or sense of smell and/or speech difficulties
• someone is not able to communicate in English
• someone is of pensionable age or has living with them children under 5 years old who may benefit from additional support in the event of an interruption to their energy supply.

See our website for further information and how to join.