We have a responsibility to understand and address our customers’ needs respectfully and effectively. This includes identifying vulnerabilities across the communities we serve.
Despite efforts to raise awareness of the Priority Services Register (PSR), many eligible customers remain unregistered. To close this gap, we engage with hundreds of thousands of customers annually, promoting PSR benefits through trusted partners and our workforce.
We collaborate with organisations such as Age UK, Carents, Big C, and Alzheimer’s Society to reach specific groups under the PSR needs codes. These partners use tailored language and communication methods to ensure vital messaging reaches those who need it most.
By 2026, we’ll have direct conversations with over four million of our customers to inform them of the Priority Services Register, which will ensure that they are provided with tailored services to meet their needs.
919,294 conversations were held between April 2024 and March 2025, and 40,383 customers were registered on the PSR
Form over 80 strategic programme and project partnerships that will help to extend our reach and positive social impact.
185 partnerships formed allowing us to reach key groups and promote vital messaging around the PSR using language and communication methods to suit their audience.
Obtain and maintain the British Standard BS ISO 22458:2022, to demonstrate our commitment to providing services, products and processes that are accessible to all and are relevant to specific needs, no matter an individuals’ personal circumstances.
Maintained in September 2025. Our BS ISO 22458 standard holds us accountable to ensure we’re delivering positive outcomes and an inclusive service for customers living in vulnerable situations.
We have a responsibility to ensure that the needs of our customers are understood and acted upon in a respectful and relevant way. We must find effective ways to identify our customers needs and understand the many situations that can lead to vulnerability across the communities we serve.
Healthy Homes Solutions Extension 2023 - 2024
RAD – Royal Association for Deaf People
Royal Voluntary Service (RVS) Stay Safe, Warm & Well
Mental Health UK – Energy Safeguarding and tackling fuel poverty for people with Mental Health
Safe and Warm: Providing a Critical Lifeline to Dialysis Patients Across the UK
