PSR Promise and keeping your data safe

The Priority Services Register (PSR) is free to join. It helps energy companies* like us to look after customers who have extra communication, access or safety needs. It helps us tailor our services to support households who may need extra help.

The PSR promise is made by all participating energy companies in England, Wales and Scotland. We promise to only share details as agreed with you, about your personal situation with our trusted partners/parties** so they can tailor their services to help you.

By sharing your details with trusted partners/parties, you’ll get extra support when you need it. For example, some customers depending upon their circumstances may be given priority if there’s a power cut. We will always follow privacy laws and your PSR information will never be used for marketing.

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

If anything about your situation changes you can tell us and we will update your details. If you don’t want to be on the PSR anymore, just ask to be removed and we will do this for you.

We are proactively working with water companies to make signing up easier. Water companies offer similar support for customers in vulnerable situations. Where it's possible we will sign you up to their Priority Services so you can receive the benefits without hassle.

* Energy companies include gas and electricity suppliers, the networks companies who transport energy to your home and meter operators.

** Partners/parties include trusted charities such as the British Red Cross, who may assist during incident situations to support companies in safeguarding you and other household members.

We want to provide our customers with a brilliant service. An important part of this is helping you understand what services you can expect from us.

Have a read of our Statement of Services which outlines what we do and the services we provide.

We work hard to provide accessible services for all of our customers and we are always looking for ways we can improve them. We have an accessibility page which lists the services we currently offer to help us communicate with our customers.