Priority Services Register

Last reviewed: 28 October 2026

The Priority Services Register (PSR) is a free service that gives extra help to people who may need more support from their energy companies. If you are older, have a disability or a long-term health condition, or your circumstances have recently changed, joining the register can make a power cut or a billing problem easier to manage. 

This guide explains who can join, what help you can get and how to sign up.

What is the Priority Services Register?

The Priority Services Register is a list of customers who may need extra support from their energy companies. Citizens Advice describes it as a free UK-wide service. Joining can help you access additional assistance when you need it, including support during emergencies.

Your energy supplier and electricity network operator each keep their own register. Your supplier manages your account and bills, while your network operator looks after the electricity lines and equipment in your area and responds to power cuts.

Who can join the Priority Services Register?

You may be eligible to join the Priority Services Register for several reasons, including your age, health, personal circumstances or communication needs.

You may be eligible if you:

• Have reached State Pension age
• Are pregnant or have young children
• Have difficulty speaking or reading English

You may also be eligible if you have a disability or long-term health condition, including:

• A mental health condition
• A condition that affects your sight, hearing or sense of smell
• A condition that means you rely on medical equipment that needs electricity

You may also qualify if your circumstances have recently changed, for example, if you:

• Are recovering from an injury or need support after a hospital stay
• Have been bereaved
• Have lost your job

These are examples rather than a complete list of eligibility criteria. If your circumstances are not listed but you think you need extra support, contact your supplier, explain your situation and ask whether you can join.

Your needs do not have to be permanent. If your circumstances change, let your supplier know so your details remain up to date.

What help can you get?

The support available depends on your needs and your supplier or network operator. It may include:

• Priority support in an emergency: additional assistance if a problem affects your energy supply.
• Advance notice of planned power cuts: where this service is available and relevant to your circumstances.
• A password scheme: to help you check that callers, such as meter readers, are genuine.
• Moving your prepayment meter: if you have difficulty reaching it.
• Priority when contacting your supplier: for example, help getting through to the right team.
• Support during a power cut: which may include welfare checks or other assistance, depending on your needs and local network operator.

You can also ask whether your supplier can provide bills in a different format, such as large print, or send copies to a carer or relative where appropriate.

Services vary between companies, so contact your supplier and network operator to find out what they can offer.

How do you join the Priority Services Register?

Contact your energy supplier or electricity network operator directly. You may be able to apply online, in writing or by phone. Explain your needs as clearly as you can so the company can understand what support may be appropriate.

You may be asked about your circumstances, an emergency contact and whether you rely on electricity for medical equipment. You will also be asked to agree to the sharing of relevant information.

If you have different suppliers for gas and electricity, check whether you need to register with each one. You should also contact your electricity network operator, as being on your supplier’s register does not automatically mean you are on the network operator’s register.

What if you rely on medical equipment that needs electricity?

If you rely on electricity for essential medical equipment, tell both your energy supplier and your electricity network operator. Ask what support they can offer during a power cut and make an emergency plan with your healthcare provider.

Depending on your needs and your network operator, you may be able to receive advance notice of planned power cuts or other support. However, joining the register cannot guarantee an uninterrupted electricity supply, so it is important to plan for an outage.

How do you find your electricity network operator?

Your electricity network operator is different from your energy supplier, and the operator responsible for your home depends on where you live.

In England, Scotland and Wales, you can call 105 for free to report a power cut or get information about an outage. You can also use the Power Cut 105 website to find your local network operator.

What happens if you move or switch supplier?

If you switch supplier, Ofgem says that you will need to ask to join your new supplier’s register. If you move home, your new home might be covered by a different electricity network, so you will need to apply for priority services again.

Switching supplier does not stop you from getting extra help, but it is worth asking your new supplier to add you to its register as soon as the switch is complete.

Should you join before you need the help?

If you think you may qualify, it is worth joining before you need support. The service is free, and having your needs recorded in advance can make it easier for your energy companies to provide appropriate help when you need it.

You do not need to wait until a power cut or billing problem occurs. Contact your supplier and network operator to ask what support is available and whether you can join their registers. 

Can you get other help with energy costs?

The Priority Services Register provides extra support when you need it, but it does not reduce your energy bills. You may also qualify for financial help through government schemes, including:

• Warm Home Discount: A £150 discount on electricity bills for eligible households, usually applied directly by your energy supplier.
• Winter Fuel Payment: A payment of £100 to £300 for eligible people to help with winter heating costs.
• Cold Weather Payment: £25 for each qualifying seven-day period of very cold weather if you receive certain benefits.
• Energy grants and schemes: Explore other support that may help with energy costs or improve your home's energy efficiency.

You can also compare energy tariffs with Switchcraft to explore available deals and see whether you could save on your bills.