Ofgem says people missing out on ‘priority support’ | Personal Finance | Finance
Millions of households could be missing out on vital, free support from their energy supplier – despite being entitled to extra help with bills, power cuts and day-to-day service.
Regulator Ofgem is urging customers to sign up to the little-known Priority Services Register (PSR), which offers “tailored assistance” for those who may be vulnerable or need extra support. The watchdog said the scheme is designed to ensure people are not left struggling – particularly during emergencies or periods of financial pressure.
It said: “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.”
Yet awareness of the register remains low, raising concerns that many eligible households are going without help they are entitled to.
What help can you get?
Signing up can unlock a wide range of practical support from energy firms and network operators.
This includes priority help in an emergency, advance warning of planned power cuts and schemes to verify the identity of engineers visiting your home.
Customers can also nominate a trusted person – such as a relative or carer – to receive bills and communications on their behalf.
For those struggling physically, suppliers may relocate prepayment meters to make them easier to access, while regular meter readings can also be arranged.
In addition, bills and account information can be provided in large print or braille, and help is available with reconnecting gas supplies where needed.
Who qualifies for support?
Eligibility is broader than many might expect. Households can apply if they have reached state pension age, are pregnant or have young children, or if they find it difficult to speak or read English.
Support is also available for those living with disabilities or long-term health conditions – including mental health issues or conditions affecting sight, hearing or smell.
Crucially, people whose circumstances have recently changed may also qualify. This includes those recovering from injury, dealing with bereavement or facing financial hardship after losing a job.
How to sign up
Customers must contact their energy supplier or network operator directly to join.
Applications can typically be made online, by phone or in writing, with details found on bills or company websites.
However, households with different suppliers for gas and electricity will need to register with each separately – and must reapply if they switch provider.
Ofgem added that similar schemes are also available across water, telecoms and public transport services, urging consumers to check with their providers.
With energy costs still a major concern for many households, the regulator’s message is clear: those eligible should not miss out on support that could make a real difference. More details can be found here.
