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Citizens Advice responds to changes to the energy supplier Priority Services Register

25 October 2016

The energy regulator Ofgem has today announced changes to the Priority Services Register (PSR).  More people will be eligible for help under the scheme, including customers with mental health problems and people with injuries.

The PSR identifies vulnerable people who would benefit from extra support from their energy supplier - including getting their meter moved free of charge, having bills sent to a relative or carer, and prioritising them for reconnection if their supply is interrupted.

Gillian Guy, chief executive of Citizens Advice, said:

“A sudden change in circumstances can leave people needing extra support to manage their gas and electricity.

“Health problems or being injured can alter someone’s ability to carry out routine tasks, such as topping up a meter or paying bills.

“The welcome reforms announced by Ofgem today should make things easier for people whose circumstances have changed dramatically. More people in vulnerable situations will now be able to get the adjustments they need, such as getting a meter moved for free or being prioritised for reconnection when their supply goes down.

“It is important that suppliers now put these reforms into practice by identifying all vulnerable consumers and providing them with the support they need through the Priority Services Register.”

Notes to editors

  1. The Citizens Advice service comprises a network of local Citizens Advice, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  2. The advice provided by the Citizens Advice service is free, independent, confidential and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  3. To get advice online or find your local Citizens Advice in England and Wales, visit
  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers.
  5. Local Citizens Advice in England and Wales advised 2.5 million clients on 6.2 million problems in 2014/15. For full service statistics see our publication Advice trends.
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.