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Ofwat consults on mandatory standards for Priority Services Registers

by Karma Loveday

Ofwat is consulting until 8 January on Priority Services Register (PSR) standards to apply from 1 April 2025.


The standards are focused on five areas:

  • Definitions – All water companies will be required to have a PSR and refer to it as such.

  • Needs and services – Ofwat has set out a non-exhaustive list of needs it expects PSRs to cover and services it expects PSRs to provide. 

  • Reach – Fewer than 2% of households were on PSRs in 2020; today the figure has grown to 10%. However, Ofwat estimated 52% of households are potentially eligible for PSR services. It intends to require water companies to grow their PSRs toward this each year. 

  • Data checking – Lists must be kept up to date and accurate. As a minimum, all companies should achieve actual contact with 35% of households on the PSR every two years; and attempt contact with 90% of households on the PSR every two years.

  • Registration –  There are expectations on how companies should handle adding customers to their PSRs and how they should communicate with customers about their registration.


Ofwat has also reviewed each water company’s proposed vulnerability strategy for meeting the needs of customers that need extra help. It found many companies had put forward innovative plans in a number of areas, including using data sharing to identify customers who need support, and improving support during incidents. However, it said some companies must go further to develop clear plans. “For example, showing they understand the causes of vulnerability in their area and developing ambitious targets and actions to address them.”


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