Priority Services Register Promise

All UK energy companies and suppliers have committed to the Priority Services Register (PSR) Promise, an agreement that we will work together to provide energy support to our disabled, elderly and vulnerable customers. It brings us immense pride to be a part of this inclusive initiative. 

This page discusses everything you need to know about the PSR Promise and how the National Grid is streamlining water and utilities priority service registration for our customers. 

What is the Priority Services Register?

The Priority Services Register is a complimentary service provided by utility companies to vulnerable households during supply interruptions. Households that may benefit from being on the Priority Service Register include disabled people, the elderly or critically ill, or those who rely on electricity to power lifesaving medical equipment. 

All energy companies, including gas and electricity companies, and network suppliers who deliver the power, work together to ensure their customers receive the additional support they need. For more information about the kind of support provided to our PSR customers, you can access multiple animations about our service on our dedicated video library.

What is the Priority Services Register Promise?

The PSR Promise is our commitment to protect your data while keeping you safe during power cuts and service suspensions. The promise is made by all the participating energy companies in England, Wales and Scotland. 

As part of the promise, we can guarantee that your information will only be shared with other energy and utility companies, as well as trusted partners such as charities like the British Red Cross. This ensures that you receive energy support tailored to your disability or vulnerabilities. 

To safeguard the continuity of our service, we may contact you at certain times to check that the details we have are up-to-date. Any changes to your personal circumstances, such as advanced healthcare requirements or a different address, should be recorded to ensure we can provide energy support in line with your disability and domestic needs. On the other hand, if you have decided that you no longer want to be on the PSR, please contact us, and we would be happy to remove your name from the list.

We value the privacy of our customers and can assure you that your information will never be used for marketing. To learn more about our PSR Privacy Policy, you can find further information on our website.

Streamlined water company Priority Services registration

The National Grid works closely with water companies across the UK to offer similar support for customers in vulnerable situations. Where possible, we will register you for their water Priority Services on your behalf. 

• Bristol Water 

Bristol Water customers can join the Customer Care Plus register, a free service that provides extra care and support if their water supply is cut off.

For more information on the Bristol Water Priority Services, please visit their website. 

• Wessex Water 

Wessex Water provides water and sewerage services to households and businesses across the southwest of England, including Dorset, Somerset, Bristol, most of Wiltshire and parts of Gloucestershire and Hampshire. 

To learn more about the support provided through the Wessex Water Priority Services, you can find more information on their dedicated webpage.

• South West Water 

South West Water supplies water and handles the sewage produced by households and businesses throughout Cornwall and Devon, and in some areas of Dorset and Somerset.

If you live within this region and would like more information about South West Water Priority Services, please visit their website to discover what energy support they can offer for your disability or vulnerability.

• Dwr Cymru Welsh Water 

Dwr Cymru Welsh Water serves customers in most of Wales and parts of England, including Herefordshire.  

Please visit their dedicated Dwr Cymru Welsh Water Priority Services to find out more about how they are supporting vulnerable households in their jurisdiction. 

• Anglian Water 

Anglian Water supplies water and water recycling services to more than six million homes and businesses in the east of England. 

For further information on the Anglian Water Priority Services, you can read the answers to their Frequently Asked Questions on their website. 

• Severn Trent Water 

Severn Trent Water is responsible for managing sewage and supplying water to households and businesses across the heart of the UK. 

Details about the financial and energy support available to their disabled and disadvantaged customers can be found on the Severn Trent Water Priority Services website.  

• South Staffs Water 

South Staffs Water provides drinking water to households and businesses across the West Midlands, South Staffordshire, South Derbyshire, North Warwickshire and North Worcestershire. 

More information on the South Staffs Water Priority Services is available on the Extra Help section of their website.

• Yorkshire Water 

Yorkshire Water  provides clean water and wastewater services to the people who live and work in Yorkshire. 

Visit the Yorkshire Water Priority Services section of their billing page for more information.