The Priority Services Register (PSR) is a free service provided by suppliers and network operators to customers in need.

You can receive the services available if you:

  • are of pensionable age
  • are disabled or chronically sick
  • have a long-term medical condition
  • have a hearing or visual impairment or additional communication needs
  • are in a vulnerable situation

Each energy supplier and network operator maintains their own register.

There are other circumstances where the Priority Services Register may be able to assist with those who may be deemed to be more vulnerable, for example:

  • Customers with mental health conditions which may impact their understanding of their bills
  • Customers who cannot top–up their pre-payment meter, due to injury
  • Parents with children under 5 years old

Benefits of the Priority Service Register

  • Advance notice of planned power cuts
  • Priority support in an emergency
  • Identification scheme – to reassure callers that meter readers are genuine
  • Password protection
  • Nominee Scheme – customers can request that communications be sent to a nominated person (family member/carer)
  • Meter reading services
  • Accessible information – account and bill information can be sent out in an accessible format (large print/braille) etc
  • Suppliers can provide free gas safety checks for homeowners which are available every 12 months. This is available if you are in receipt of a means-tested benefit and live with a child under 5

How to sign up to the Priority Services Register

To be added to the register, you simply need to contact your energy supplier, you can find their contact details on your energy bill.

If you have a different supplier for your gas and electricity, you need to contact them both. If you switch suppliers, you’ll need to register for the service again with them.

To learn more about the free help and support that is available in your area and check if you are eligible, visit the PSR Scotland website.