Millions of older households could be missing out on free “priority support” – simply because they have not signed up to a little-known register.
Regulator Ofgem is urging customers who have reached State Pension age to join their supplier’s Priority Services Register (PSR), a free scheme offering extra help to those who may need it.
In a post on X, Ofgem said: “The Priority Services Register is a free service designed to provide additional support to people that might need it. By joining, you can receive tailored assistance from your energy supplier to meet your specific needs.”
Under the rules, anyone who has reached state pension age is eligible to sign up. The current state pension age is 66 for both men and women.
Energy suppliers and network operators – the firms responsible for the pipes and wires carrying gas and electricity – are required to maintain a Priority Services Register.
What help is available?
Customers on the register can access a range of extra support, either permanently or for a short period if their circumstances change.
According to Ofgem, this can include:
- Priority support in an emergency
- Advance notice of planned power cuts, wherever possible
- An identification and password scheme if someone needs to visit or contact you
- The ability to nominate someone – such as a family member or carer – to receive communications and bills
- Moving a prepayment meter if you cannot safely access it
- Regular meter readings
- Bills and account information in large print or braille
- Help reconnecting a gas supply, if needed
The scheme is particularly important for vulnerable customers, especially during cold weather or power outages.
Who can join?
As well as people who have reached state pension age, the register is open to those who:
- Are pregnant or have young children
- Struggle with speaking or reading English
You can also qualify if you are living with a disability or long-term medical condition, including mental health conditions, sight or hearing impairments, or if you rely on medical equipment that requires electricity.
Support may also be available if your circumstances have recently changed – for example if you are recovering from an injury, have been bereaved or have lost your job.
How to sign up
Customers must contact their energy supplier or network operator directly to join. This can usually be done online, in writing or by phone, with details available on bills or company websites.
If you have separate suppliers for gas and electricity, you must contact each one individually. Customers who switch supplier will also need to re-register with their new firm.
Ofgem also notes that similar free priority schemes operate in other sectors, including water, telecoms and public transport.