Regulators’ Vulnerability Summit looks to universal Priority Services Register

A single, central Priority Services Register (PSR) was among the possibilities discussed at a Vulnerability Summit co-hosted by Ofgem and Ofwat last week.

The regulators convened 600 delegates in person and online from the utilities sector, consumer groups, charities, trade representatives, financial services and government.

Among the themes emerging from the discussion were: 

• A need to refocus on the critical issue of customer vulnerability, ahead of bill rises for energy customers in autumn/winter and water customers from April 2025.

• The benefits of collaborating across organisations and sectors to share data, insights and good practice. Jemma Baker, deputy director of retail markets at Ofgem, said: “Ofgem is clear: all suppliers should sign up to data sharing now. We want to take it a step further, towards a universal PSR, and our shared vision, alongside Ofwat, is of a 'tell us once' service that customers can rely on.”

• Transforming industry culture to best protect those in need.

• One size doesn't fit all, so customers should always be at the heart of decision-making. 

• Many who are in difficult situations don’t consider themselves as vulnerable, which presents a challenge for utilities and suggests a more proactive approach to identifying candidates for extra help deserves attention. 

• The prospect of social tariffs in energy. 

• Ofwat’s customer-focused licence condition, which has defined requirements for companies regarding customers who need extra help. To coincide with the summit, Ofgem also published its Consumer Vulnerability Strategy for consultation, which explores what action can be taken in the short term to improve consumer experiences amid a backdrop of rising bills.

Lynn Parker, senior director of casework, enforcement and customers at Ofwat, said: “Water companies have a locker full of improved tools and guidance to help those in need. Now, we want to see tangible actions, to provide that extra help with compassion and respect.

“The enthusiasm shown by attendees to work on solutions is encouraging. We stand ready to work with others to deliver this change for both financial and non-financial vulnerabilities, so no one is left behind in the months and years to come.”