Ofgem Calls on State Pension Age Households to Register for Priority Support
Millions of older households across the United Kingdom may be inadvertently missing out on complimentary "priority support" from their energy providers, simply because they have not enrolled in a lesser-known but crucial scheme. The energy regulator, Ofgem, is actively encouraging customers who have reached state pension age to sign up for their supplier's Priority Services Register (PSR), a free initiative designed to provide additional assistance to those who might require it.
What is the Priority Services Register?
In a recent social media post, Ofgem emphasised the importance of the register, stating: "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." According to the established rules, eligibility extends to anyone who has attained the state pension age, which is currently set at 66 for both men and women. Energy suppliers and network operators—the companies responsible for the infrastructure that carries gas and electricity—are legally obligated to maintain a Priority Services Register for their customers.
Comprehensive Support Available
Customers who are listed on the register can access a wide array of extra support, which can be provided either on a permanent basis or temporarily if their circumstances change. As outlined by Ofgem, the available assistance includes:
- Priority support during emergency situations
- Advance notification of planned power cuts, wherever feasible
- An identification and password scheme for visits or contacts from providers
- The option to nominate a family member or carer to receive communications and bills
- Relocation of a prepayment meter if it cannot be safely accessed
- Regular meter readings conducted by the supplier
- Bills and account information provided in large print or braille formats
- Help with reconnecting a gas supply when necessary
This scheme proves particularly vital for vulnerable customers, especially during periods of extreme weather, such as when temperatures plummet or power outages occur.
Eligibility Criteria Beyond Age
In addition to individuals of state pension age, the Priority Services Register welcomes people who:
- Are expecting a baby or have young children at home
- Find speaking or reading English challenging
Eligibility also extends to those dealing with a disability or a long-term medical condition, including struggles with mental health, vision or hearing difficulties, or a dependence on electrical medical equipment. Support may be offered if your situation has recently changed—for instance, if you are recovering from an injury, mourning a loss, or navigating unemployment.
How to Register for the Scheme
To get on board, customers need to contact their energy supplier or network operator directly to register. This process is typically straightforward and can be completed online, through the post, or over the phone, with contact details readily available on bills or via company websites. If you have different suppliers for your gas and electricity, you will need to get in touch with both separately. Those who switch suppliers will also need to sign up afresh with their new provider.
Ofgem further highlights that similar free priority programmes exist across other industries, including water, telecommunications, and public transport, underscoring the broader availability of support for vulnerable individuals in various sectors.
