Every one of our 3.9 million customers has needs and requirements that are as unique as they are. And more of them than ever now have access to tailored support during power outages, after we signed up our one millionth customer to the Priority Services Register.
The Priority Services Register (PSR) exists to provide additional assistance to customers who may become vulnerable during a power cut, severe weather or an emergency. We tailor our response to the circumstances and needs of each customer who is registered on the scheme.
This can mean providing anything from a reassuring phone call to a home visit, welfare provisions, or even finding alternative accommodation when power supplies are affected for longer periods, due to the impact of severe, particularly damaging storms.
Last month, Storm Éowyn brought disruption to tens of thousands of homes across the UK, and our Priority Services team was there to make sure customers in our north of Scotland and central southern England licence areas were given the extra help they needed.
Our dedicated team of experts spoke to more than 2,000 vulnerable customers on the phone during this storm to provide them with specific support. This was further supported by in-person visits co-ordinated by the PSR team.
Emma Merritt, SSEN Distribution’s Customer Vulnerability and Communities Lead, says:
“We’re here to help the one million customers who have now signed up for additional assistance, and we know from recent storms that being on our Priority Services Register (PSR) gives many of them extra reassurance and support.
“But we also know that there are many more customers across our north of Scotland and central southern England distribution areas who could benefit from these services, and who’re not yet signed up.
“This is one instance where one million just isn’t enough, so we would like to ask you to take just five minutes of your day to think about whether you, a family member, a loved one or a neighbour could benefit from being on the PSR. If the answer is yes, we urge you to register today.”
But storms aren’t the only time customers benefit from being signed up to the PSR. For many, it’s knowing that help is at hand any time, as our customer Mrs Millers explains:
“I’m in a wheelchair and have an electric ceiling hoist to help me into bed. My husband also stores medicine in the fridge.
“Being alerted in advance of the risk of a power cut due to bad weather or planned work really helps my husband and I prepare in advance. It means we can get the right support in place, so we feel in control and safe in this situation.”
More information on the Priority Services Register
Customers are eligible for SSEN’s Priority Services Register (PSR) if they:
- Are deaf or hard of hearing
- Have a disability
- Live with children under five
- Are blind or partially-sighted
- Have a chronic illness
- Use medical equipment/aids reliant on electricity
- Are over 60.
If you need extra support in a power cut or with day-to-day communication relating to energy needs, please register for our free Priority Services Register (PSR).
We can then provide you with regular updates, safety advice, dedicated 24-hour helpline and communication in a format that meets your needs. For example, we can engage with you in large print, Braille, alternative languages or British Sign Language.
Everyone has different needs so feel free to contact us to discuss your requirements. For more information, please visit ssen.co.uk/priorityservices or call freephone 0800 294 3259 to find out how you, a family member or friend could benefit from free support during a power cut.