Priority Services Register for water
CSE recently responded to a consultation from Ofwat, the water regulator, on a proposed priority services register for the water companies. The Priority Services Register provides extra advice and support for people in specific circumstances when there’s an interruption to their electricity, gas or water supply. The consultation seeks to set standards for how water companies in England and Wales should operate, grow and maintain their priority services registers (PSRs).
At CSE, we see strong parallels between the water Priority Services Register now proposed and the Priority Services Register already in operation in the energy sector. Many vulnerable customers will be eligible for both the energy and water PSR’s and be cross-referred between them. Meanwhile, the government proposes the creation of a joint PSR.
In our full response we stressed the need for:
Mandatory Priority Service Registers
All water companies should have a PSR. Customers must be informed when they’re added, understand the benefits, and know which organisations are sharing their information.
Consistency in naming
Uniform terminology (“Priority Services Register” or “PSR”) across companies is important for clarity. However, these terms must be explained to ensure all customers, including those unfamiliar with them, understand the concept.
Uniform standards and needs
A consistent list of needs and services across water companies would make it easier for advisors and support organisations to guide vulnerable customers. Suggestions include:
- Broadening eligibility to consider household circumstances (e.g. disabled children or non-bill payers).
- Including digital exclusion as a vulnerability criterion.
Enhanced services
- To improve PSRs, we recommend:
- Direct access to specially trained customer service teams for PSR customers.
- A standard welcome letter or email detailing services and emergency contacts.
- Preferential phone service access for PSR customers.
- Consistency in support levels across water companies.
Comprehensive data and proactive engagement
Water companies should proactively identify and support eligible PSR customers, including those who haven’t registered. Data matching with environmental risks (e.g. flood plains) and offering translator services are also recommended.
New water company appointees
Water companies newly appointed to smaller service areas should not be expected to meet Ofwat eligibility expectations. But such companies should still strive to increase their PSR reach.
A cross-sector approach
The proposed standards aim to ensure consistent and proactive support for vulnerable customers. With insights from years of experience, CSE emphasises the importance of clear communication, equitable support, and proactive engagement to address the needs of millions of people across England and Wales who need this additional support.
Our full response
Read our full response to Ofwat’s priority services register proposals for water companies.