Priority Services Register (PSR) Guide, Third Party Charges

🔊 Listen to Post

Disclaimer: This article is for general information only and does not constitute legal advice, medical advice, or emergency support guidance. Policies may vary between suppliers and network operators. For urgent safety concerns during a power cut, contact your Distribution Network Operator (DNO), call 105 for free in the UK (power cuts and safety), or call emergency services where appropriate.

Priority Services Register (PSR): The Lifeline Many Disabled Households Don’t Know Exists

A power cut is never “just inconvenient.” For many disabled people, carers, older residents, and people living with long-term health conditions, electricity interruptions can cause panic, risk, and real harm, particularly where someone relies on medical devices, mobility support, or needs heating, lighting, refrigeration for medication, and communication aids.

That’s where the Priority Services Register (PSR) comes in.

The PSR is a free UK-wide support register offered by energy suppliers and network operators, designed to ensure vulnerable customers receive extra support and welfare checks during power cuts and other disruptions.

What Is the Priority Services Register (PSR)?

The Priority Services Register (PSR) is a record held by your:

• Energy supplier (the company you pay for electricity/gas), and
• Network operator (the company that owns/repairs the wires or pipes in your area)

Being listed on the PSR means your provider knows you may need additional support if there’s a power cut or supply issue.

It is not a benefit, does not affect your Universal Credit, and it is not means-tested.

Who Can Join the PSR?

You can usually join the PSR if you:

• Are disabled
• Have a long-term medical condition (physical or mental health)
• Have mobility difficulties
• Are you blind/partially sighted or deaf/hard of hearing
• Rely on electricity for health reasons
• Are of pension age
• Have young children (usually under 5)
• Are pregnant
• Need extra support communicating in an emergency

You don’t always need to prove your condition; the aim is to remove barriers, not create them.

What Support Do You Get When You Are On The PSR?

Support varies slightly by provider and region, but typically includes:

✅ 1) Priority support during power cuts

Your network operator may carry out welfare checks, provide regular updates, and prioritise communication for PSR households.

✅ 2) Extra help with communication

Including bills or updates in:

• Large print
• Braille
• Audio format
• Email instead of post
• Support if English isn’t your first language

✅ 3) Advance notice of planned interruptions

If maintenance is planned, PSR customers can receive additional warnings and preparation advice.

✅ 4) Connection to emergency support

PSR support can include escalation routes and links to emergency services in severe situations, depending on circumstances.

How Quickly Do They Respond to Call Outs?

This is the question many people ask after experiencing an outage.

The honest answer:

✅ The PSR does not guarantee that your electricity will be restored faster, because power restoration depends on the fault (weather damage, substation failure, safety checks, location, scale of outage, etc.).

However…

What it does guarantee is faster support, updates, and welfare prioritisation

If you are on the PSR, network operators are expected to give enhanced support, including:

• checking your welfare where appropriate
• prioritising contact
• keeping you informed
• escalating where someone is medically dependent on electricity

So, while the engineers will fix the fault in the same order of technical priority (public safety first), PSR customers are prioritised for human contact and safeguarding, which is often what prevents terrifying situations from becoming dangerous.

Typical Power Cut Response Times in Practice

Power cut repair times vary widely:

• Many minor faults can be restored within an hour
• Larger incidents can take several hours
• Severe storms can take 12+ hours, sometimes longer

For longer outages, UK consumers may also be entitled to compensation depending on the situation and duration.

How to Join the PSR

You can join by contacting either:

• Your energy supplier, and/or
• Your electricity network operator

You may need to register separately with both (especially if you switch suppliers).

Helpful tip:

You can also sign up via the PSR’s central information site, which explains the scheme and sign-up routes.

If You Rent or the Bills Aren’t in Your Name

You can still often be added to the PSR even if:

• The landlord pays utilities
• Bills are included in the rent
• The account is in someone else’s name

You can ask for PSR support based on need, not account ownership.

Why the PSR Matters for Disabled People and Carers

For disabled households, electricity supply is not a luxury, it is often part of:

• staying warm
• staying safe
• preserving medication
• reducing stress triggers
• keeping communication open
• preventing relapses and health deterioration

A sudden outage can be terrifying, and that fear is valid.

The PSR exists so that disabled people are not left alone to cope during emergencies.

Emergency Power Cuts, Callout Charges

Power cuts are inconvenient for most people, but for disabled individuals, chronically ill people, and those who rely on medical equipment, they can be genuinely dangerous. That’s why understanding your rights during an emergency outage is essential, especially if you are registered on the Priority Services Register (PSR).

One question that often arises is whether a disabled person could be charged for an emergency callout if the fault turns out to be caused by a third party, such as a neighbour. The short answer is reassuring: no, you cannot be charged for reporting a power cut, regardless of who caused it.

This article explains why, what your rights are, and how the PSR protects you.

Who Is Responsible for Power Cut Callouts?

In the UK, electricity faults are handled by your Distribution Network Operator (DNO), the company responsible for maintaining the cables, substations, and infrastructure that deliver electricity to your home. You contact them via 105, the national emergency power cut line.

Importantly:

• DNOs do not charge residents for attending or investigating a power cut.
• Their duty is to restore the supply safely and quickly, regardless of the cause.
• They recover costs from the responsible party directly, not from the person who reported the outage. (In my case, the resident in the property below me).

So even if your neighbour accidentally damages a cable while digging or carrying out DIY, or flips the switch by accident, the DNO will not bill you for the callout, but will come after the neighbour.

What If the Fault Is Caused by a Neighbour?

If a neighbour’s actions cause the outage, for example, cutting through a supply line, the DNO may pursue them, not you, for repair costs. You are not financially liable simply because you made the call.

Reporting a power cut is a public safety action, not a billable service.

When Could a Customer Ever Be Charged?

There are only a few rare scenarios where charges might apply, and they do not relate to emergency outages:

• If you personally damage your own supply cable (e.g., drilling through it).
• If the issue is with your private electrical installation, which is your electrician’s responsibility.
• If you request a non‑emergency, private service unrelated to a network fault. (I suspect I am going to be charged, and if that is the case, my neighbour will be liable, hence this is me documenting evidence.

These situations are completely separate from reporting a power cut.

How the Priority Services Register Protects Disabled People

Being on the Priority Services Register gives you additional safeguards during outages:

• Priority communication during power cuts
• Welfare checks if you rely on medical equipment
• Alternative power support in some cases
• Tailored assistance based on your needs
• Reassurance that you will never be charged for reporting a fault

For disabled people, this can be life‑saving. It ensures you are not left in the dark, literally or figuratively, during emergencies.

Why Disabled People Should Always Report Power Cuts Immediately

If you rely on:

• Mobility aids
• Medical devices
• Refrigerated medication
• Communication equipment
• Heating or cooling for health reasons

…then even a short outage can be risky.

Reporting a power cut promptly ensures:

• Faster restoration
• Accurate fault tracing
• Prioritised support if you are on the PSR

You are never penalised for calling, even if the fault is external or caused by someone else.

Key Takeaway

If you are disabled, have a long-term condition, care for someone vulnerable, or live with health needs that make power cuts risky:

✅ Join the PSR. It is free.
✅ It can reduce stress and improve safety.
✅ It ensures you receive enhanced support during outages.

Disabled people face unique risks during power cuts, and the Priority Services Register exists to protect those who need extra support. If you experience an outage, never hesitate to call 105. You will not be charged, you will not be blamed, and you will not be left unsupported.

Your safety comes first, and the system is designed to reflect that.

 Why is the feeling of anger justified?

Where an individual unintentionally disconnects a property’s electricity supply and subsequently accepts that it was accidental, this may constitute an admission of liability in principle. Any subsequent request for another resident not to disclose the incident could be viewed as an attempt to suppress information and may indicate consciousness of wrongdoing.

• Your electricity is essential, not a luxury.
• Your neighbours interfered with your supply, which they had no right to do.
• They created a safety risk, especially given your health needs.
• They put my daughter in an impossible position by asking her to keep it secret.
• They caused you unnecessary anxiety during a situation that could have been dangerous.

Final Thoughts

This is a lived experience that happened on 15/01/26. I first noticed a brief, one-second blackout. Then, around a minute later, the power went off again, this time completely, leaving me in total darkness. Almost immediately, my anxiety escalated, and I felt a surge of panic and adrenaline. At 18:33, I posted in the street group chat. A neighbour who is active in the group would likely have seen my message, yet chose not to respond. With no reassurance or information, I contacted the emergency Priority Services Register (PSR) number.

In that moment, everything ran through my mind at once: food spoiling in the fridge and freezer, missing an unrecorded lecture, and my mobile battery dropping to 25%. I could see a chain reaction unfolding and felt completely overwhelmed, sitting in total darkness with no idea how long the power would remain off. A short time later, someone arrived home with enough battery power to use a torch. When the engineer arrived at 20:56, it was a relief, especially as I had been told it could take as long as 22:59 for help to arrive.

By then, my stomach was churning, and I began to feel physically sick. One of the most distressing thoughts was how I would manage to safely get downstairs in the dark to let the engineer in if nobody else had arrived in time. The engineer required access to the property below, and it was at that point that it was discovered that the electricity supply to my home had been switched off by a resident living in the flat below me, who claimed it was accidental and that they did not realise it was connected to my property.

My motto has always been: if in doubt, leave it out. The stress and fear caused by this incident is impossible to describe. Stress is not a minor inconvenience; it can contribute to MS relapses and can also trigger intrusive thoughts, especially for those already managing anxiety disorders.

For personal safety reasons, I have been advised not name anyone or to discuss this verbally with the parties concerned, due to fears of repercussions. However, no one should be forced to live in fear, particularly when ongoing issues continue, including repeated concerns about basic safety, such as the communal front door being left unsecured for anyone to walk in.

The reason I have chosen to document this incident is to ensure there is a clear record of events, particularly for this is, that in the event that I am billed by my energy supplier for any call-out, investigation, or related costs. For personal safety reasons, I have decided to keep the author’s name anonymous. I have been warned that there may be repercussions for speaking verbally about what occurred. While I am grateful the incident itself was relatively brief, it still caused significant distress and had a noticeable impact on the author’s mental well-being.

Further Reading

• The PSR – The Priority Services Register (PSR) is a free UK wide service which provides extra advice and support, including when there’s an interruption to your electricity or gas supply – PSR
• Join your supplier’s Priority Services Register | Ofgem
• National Grid – Priority services
• Priority Services Register (PSR) – Uswitch
• Frequently Asked Questions – SP Energy Networks