Priority Services Register: Essential Guide for Carers Supporting Elderly Parents

Reviewed by: Dr Jackie Gray, Public Health Expert and Retired GP
(Carents Trusted Reviewer Programme – Last reviewed July 2025)

Different utility networks offer different support via their priority services register.  Typically, help can include:   

• Priority help during emergencies: Quick support when there’s a power or gas cut.

• Alternative heating and cooking: Temporary equipment to keep your parent safe and warm.

• Advance warnings: Notice of planned work that might interrupt supply.

• Accessible communication: Letters and updates available in large print, Braille, or audio.

• Trusted contacts: You can nominate yourself or another carer to receive updates on their behalf.

Before filling out forms, it’s worth checking whether your parent is already on a priority services register.  Some older adults are automatically added after hospital discharges or via health services, but not always told that this has happened.

Call their electricity or gas supplier and/or network and ask directly, “Is this household on the Priority Services Register?” If not, you can register them immediately. Having confirmation in writing helps avoid confusion during emergencies.

Please note that there are various PSRs.  National utility networks  - gas, electricity and water - work collaboratively to streamline and coordinate their PSRs. You can read more at https://thepsr.co.uk/ .  Other energy suppliers operate  independently with less data sharing.  The quality and scope of support can vary between companies.

Anyone who needs extra help will usually qualify: :

• People of pension age

• Those with disabilities or long-term illness

• People who are deaf, hard of hearing, blind, or partially sighted

• Anyone using medical devices powered by electricity or water

• Those with language or communication barriers

• Carers 

• Households with young children under 5

• People with loss or impairment of smell

• Anyone who temporarily need extra support

• Have anxiety, depression or any mental health condition

• Poor mobility

1. Check if they’re eligible. Look at your parent’s energy company’s website to confirm who qualifies.

2. Gather details. You’ll need names, addresses, and details of any health or mobility issues.

3. Register online or by phone. Find your gas and electricity distributor on the PSR site and fill in the form.

4. Share any extra needs. Let them know about medical equipment, heating needs, or accessibility requirements.

5. Wait for confirmation. You’ll get an update confirming your registration and what support is available.

• Update changes. If your parent moves or their health changes, tell the energy network.

• Renew regularly. Some networks ask for a refresh every few years.

• Stay aware. Keep their PSR details handy during emergencies.

For carers, knowing help will arrive quickly can make a huge difference. The PSR connects you with emergency services and can send equipment like heaters or cooking appliances. Staff are trained to support vulnerable people, and all workers show ID and use password systems for safety.

Reviewed by Dr Jackie Gray, July 2025