1 incidents
    Loss of gas – Ingham 10 Jul 2024 12: 30 PM
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    Priority Services Register (PSR)

    What is the Priority Services Register?

    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 supply 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.
    • Nominating someone to deal with your bills or help in a power cut on your behalf.
    • Offering you information in other formats like large print, audio CD, braille.
    • Providing translation services should there be a need for it 24/7, 365 days of the year.
    • Receiving an annual free gas safety check (where eligible) to check your gas supply and appliances are safe to use.
    • Advance notice of planned power cuts by your electricity network operator so you can prepare or advise them that you may need help on the day.
    • Priority support in the event of a power cut. Network operators aim to provide welfare in the form of meals, drinks, warmth and charging points, as well as receiving priority updates.
    • 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 074 5788 to talk with one of our team members to discuss it further.
    • Priority support from your water company in the event of a water supply issue or outage

    In the event of a major power, gas or water outage, all networks work closely with third party agencies to help provide extra support including your Local Authority, emergency services and British Red Cross.

    We are constantly looking at ways to positively improve our processes to raise awareness of the PSR, the services that we offer to support customers to stay safe, warm and independent in their homes and innovations such as the Locking Cooker Valve

    The PSR is an energy industry-wide register – all participating companies are signed up to the  PSR Promise.

    How Do I know if I’m eligible for the Priority Services Register?

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

    • Use medical equipment reliant on electricity or water
    • Are Living with children under five
    • Are blind or partially sighted
    • Are deaf or hard of hearing
    • Have a chronic illness
    • Have anxiety, depression or any mental health condition
    • Have a disability
    • Are of pensionable age
    • Have a loss or impairment of smell
    • Need documents translated into another format or language
    • Temporarily need extra support due to life changes such as post hospital recovery or bereavement.

    Join the Priority Services Register now

    It’s easy to join the Priority Services Register, and what’s more, it' is free.

    We’re more than happy to help you get registered, simply complete in the form below.

    If you need some support completing the form or would prefer to speak to us please give us a call on 0800 389 8000 and one of our team will assist you.

    Alternatively, you can also register for the PSR through your own energy supplier. You can do this on their website or you can give them a call. This information is also on your bills..

    It is important for us to support and safeguard the communities we work in and make sure everyone gets the support that they might need during an incident such as no gas. So, we do not use explicit consent for basis of registration. Instead, we use Substantial Public Interest. This does not alter your rights under UK GDPR, such as request for removal should you wish.

    If you have already registered with your Electricity Distribution Network Operator, energy supplier, water company, you do not need to register again with us.

    Register your details

    Priority Services Register - Frequently Asked Questions

    There are many benefits to being registered on the PSR, these include:

    • Keeping you safe; our staff wear photograph identification badges on all visits. You can also agree a password with us to give you extra peace of mind.
    • Nominating someone to deal with your bills or help in a power cut on your behalf.
    • Offering you information in other formats like large print, audio CD, braille or providing an interpreting service if you or others in your household are unable to communicate in English when contacting us.
    • Receiving an annual free gas safety check (where eligible) to check your gas supply and appliances are safe to use.
    • Advance notice of planned power cuts by your electricity network operator so you can prepare or advise them that you may need help on the day.
    • Provision of alternative heating and cooking services by your gas network operator in the event of a gas outage.
    • Priority support in the event of a power cut. Network operators aim to provide welfare in the form of meals, drinks, warmth and charging points, as well as receiving priority updates.
    • Priority support from your water company in the event of a water supply issue or outage

    In the event of a major power, gas or water outage, all networks work closely with third party agencies to help provide extra support including your Local Authority, emergency services and British Red Cross.

    No, once registered you do not need to apply on an annual basis. We do suggest that you inform your new supplier that you would like to re-register upon their system if you change supplier or move to a new house.

    Once you’ve joined, you may be contacted to make sure your PSR details are accurate and up to date. This will make sure we can give you the best support for your needs.

    The PSR is a free service; there is no cost to register.

    Upon registering your PSR data will be kept and shared between those companies who are responsible for delivering and supplying electricity and gas to your property/home. This includes the networks who transport the energy and water, suppliers you pay bills to and meter operators who are responsible for connecting you to the networks. When we need to share your details to deliver a service that you’ve requested; such as a regular meter reading or annual gas safety check, we may pass on your PSR details as necessary to metering agents and gas safety inspectors so that they can carry out the request, for example having your password to provide you with this to prove that they are who you were expecting.

    Your details will never be used for general marketing purposes, meaning that you will not receive unsolicited phone calls as a result of registering and your PSR data will not be shared for purposes beyond that of the services offered through the PSR.

    In the event of an incident impacting many/multiple properties emergency, your details may also be shared with trusted charities such as the British Red Cross.

    The PSR is designed to allow the energy industry to tailor provide support when it comes to safety, access and communication needs.

    This means that should you or someone in your household need some extra or specialised assistance during daily interactions or in the unlikely event that your power/gas is interrupted then you should consider whether you might benefit from registering.

    This could include services such as bills being printed in a larger font, through to registering an alternative contact.

    Maybe you have young/elderly dependants or some-one in your home is recovering after being discharged from hospital or you may be using medical equipment that is dependent upon electricity.

    If you have any queries or would rather speak to someone first to check whether you/your household would qualify, both your network operator and supplier(s) have teams who will be very happy to answer any queries – you can either call the main company number (as displayed upon your bill/correspondence) or alternatively details of a direct line number may be available upon their websites.

    Yes, you can provide an alternative contact when registering upon the PSR to allow them to deal with your account or ask questions regarding your electricity and gas supply on your behalf. Just let us know this is a requirement and we can set it up. For instance, once registered an alternative contact could be contacted should we not be able to get hold of you or suppliers could send your correspondence/bills to an alternative address.

    If you’re a dual fuel customer – meaning that you have one company providing both your electricity and gas, then you only need to register once. This is the same if you don’t have a gas supply you will only need to register with your single supplier. If you have two separate suppliers for your electricity and gas, it’s recommended that you register with both suppliers.

    In the unlikely event that your electricity or gas supply is interrupted, being registered upon the PSR allows the relevant companies to know that you are potentially in need of additional services.

    These can vary based upon the scale and length of outage. Customers that we’re aware of having electrically dependant medical equipment and/or life-threatening illnesses are likely to be prioritised in order of contact and the provision of services. However, whatever the reason for your registration, knowing how we can adapt our actions and communications appropriately helps us safeguard you too.

    Provision of alternative heating and cooking facilities in a gas outage and priority contact during a power cut are just two potential benefits. If you have an alternative contact registered, they can also receive updates on your behalf and a security password always allows you to feel safe in your home.

    You can ask to be removed from the register any time. If you’re not certain whether or not you’re already registered, then just get in touch with your supplier or network operator and we can confirm or update your details and check that you’re receiving all the services you need from us.

    If you change supplier or move to a new house, you should inform your new supplier/network operator that you would like to register with their system. It is a good idea to use this opportunity to once again consider whether there are any other needs that you may now have due to your situation changing.

    No you do not have to register again. Your PSR registration data will flow to the energy networks and suppliers. If you were ONLY registered with your water company before 1 January 2024, please complete our registration form to ensure that your details are as up to date as they can be and that your PSR data is shared across both water and energy.

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