You are here : PSR-Change

We’ve updated how we add new names to our Priority Services Register

We’re getting in touch because you or someone in your household is one of our priority customers. We’re here to support you in the ways you need – whether it’s providing help if your water stops, or how we carry out our day-to-day conversations with you.

What’s changing?

We want to tell you that from 21st December 2021, we’ve changed the way we record people’s details on the Priority Services Register, so we can help even more customers.

What does this mean?

In the past, people joining the register need to give ‘explicit consent’ by signing their name and/or ticking a box, which can be difficult if they have a disability or chronic illness.

From 21st December 2021, we’re now able to register customers under ‘substantial public interest’. This means third parties like relatives, carers and charities can add someone on their behalf.

We’ll still take direct registrations and write to customers to confirm we’ve added them. Customers can still ask to be removed, but we’ll check their request first to make sure it’s in their best interests.

How does this affect you?

This probably won’t affect you, but we need to tell you as it’s a legal change to the way we collect and use your data. There’s nothing you need to do, and no need to contact us.

Thank you for being a member of our Priority Services Register.