Priority Services Register: Customer experiences and insights

The Priority Services Register (PSR) is designed to support customers who need extra help from their water company, whether it’s due to age, illness, disability, or other vulnerabilities.

We’ve commissioned research to understand how well the PSR is working for those who use it, and to identify areas for improvement.

Key findings

• Strong awareness and understanding: Most PSR customers know why the register exists and what support it offers, such as advance notice of supply disruptions and bottled water deliveries. However, some misunderstandings remain, especially around financial support and priority restoration of services.
• Who uses the PSR: The majority of registrants are of pensionable age, with others qualifying due to illness, physical impairments, or disability.
• How customers join: Nearly half first heard about the PSR from their water company, mainly through bills or emails. Self-registration is the most common way to join, but company outreach also plays a key role.
• Communication gaps: While two in five have been contacted by their water company since joining, only 28% received information about all the services available. Younger customers are less likely to know what support is on offer.
• Service use: The most frequently used services are advance notice of planned work and free bottled water during supply interruptions. Many customers have not needed to use any services since joining.
• Supply disruption: Over a quarter of PSR customers have experienced supply interruptions, mainly due to maintenance or unexpected problems. Most felt communication during these events was regular and helpful.
• Satisfaction and advocacy: Satisfaction with the PSR is high – 60% are fairly or very satisfied, and 76% would recommend the scheme to others. Satisfaction is highest among those who understand the PSR well.

Areas for improvement

• Clearer communication: There is a need for more frequent updates, especially during supply disruptions, and clearer information about what the PSR does and does not provide.
• Community support: Customers suggested better links with local community groups to provide additional support during outages.
• Addressing misconceptions: Some customers expect financial support or priority restoration of services, so water companies should clarify the PSR’s remit and signpost to other sources of help where appropriate.

Conclusion

The PSR is valued by those who use it, with strong levels of awareness and satisfaction. However, there is room to improve communication, especially for longer-term and younger registrants, and to ensure all customers understand the support available. CCW will continue to monitor progress and advocate for improvements so that everyone who needs extra help receives the best possible service.