UKPN to integrate PSR with water companies

UK Power Networks (UKPN) will share details of vulnerable customers with water companies in its regions.

The partnership will see UKPN integrate its priority services register (PSR) with those of Thames and Essex & Suffolk Water.

PSR registrations and updates will automatically be shared between the companies, enabling extra support for customers who may be more vulnerable if their electricity or water supply are affected.

The utilities sector has long talked about the benefits of a shared PSR and UKPN said the partnership “moves the industry a step closer to the potential of a nationwide register”.

Over 1.97 million people are already signed up to UKPN’s PSR and the network said it hoped the partnership could unlock additional help for up to a third of the 7.8 million households in its regions who are eligible but haven’t yet applied to be on the register.

Ian Cameron, head of customer services and innovation at UK Power Networks, said: “In the interests of our customers, we are working towards the aim of a single, shared Priority Services Register and breaking down complex barriers which have traditionally made it difficult to consolidate information from different sources. This partnership will demonstrate the value in collaborating with water companies and prove that we can join together to overcome the challenges and do the right thing for our shared customers.”

Pete Cotton, Thames Water priority services manager, said: “This partnership is a step in the right direction for our customers and towards creating a shared Priority Services Register. Breaking down barriers to data sharing means we’re able to help more people should they experience an issue with their water supply or require billing information to be communicated in a format tailored to their needs. This collaboration is a great example of essential services working together to make it easier for people to receive help when they need it most and we are want more organisations to join this sharing network to ensure we reach every customer who needs support.”

Lisa Connell, customer services manager for Inclusivity at Essex & Suffolk Water, said: “We are excited to be working in collaboration to introduce the shared Priority Services Register to make it simple to register for both utilities in one easy transaction, reducing customer effort.

“Sharing this information, safely and securely, helps us to understand our customers’ needs and deliver the right support, when they need it most.”