The Priority Services Register, or PSR, is a free service that helps us provide extra support to customers who may need it, particularly during faults, planned works, and outages. Joining is straightforward, and you don't need a diagnosis or medical evidence to be added.
Who the PSR is for
You may benefit from being on our PSR if you, or someone in your household:
Rely on your phone or broadband for medical equipment, telecare, or a personal alarm
Have a long-term health condition or disability
Have a mental health condition that affects day-to-day life
Are of pensionable age
Have children under 5 in the household
Have a temporary need for extra support, for example following a hospital stay, bereavement, or recovery from illness
Need information in an alternative format like large print, Braille, audio, easy-read, or translated
Need communication through a nominated representative or advocate
This isn't an exhaustive list. If you think you'd benefit from extra support, please get in touch and we'll have a chat.
What being on the PSR means for you
Once you're registered, we will:
Flag your account so all our teams know to provide extra support when you contact us
Prioritise your faults and service issues
Give you advance notice of planned works where possible
Make sure communication is in a format that works for you
Check in with you during major incidents that may affect your service
How to join
Send us an email at [email protected]. You only need to share what you're comfortable with, and anything you tell us is treated sensitively and in confidence.
Registering on behalf of someone else
If you're contacting us about a family member, friend, or someone you care for, please tell us your relationship to them and confirm you have their permission. If you hold Power of Attorney, please let us know.
Still need help? To join the PSR, please send us an email at [email protected]