Priority Services Register

PSR Additional Support

The Priority Services Register (PSR) is a free service provided by suppliers and network operators to customers in need. We want to make sure that you feel like members of the Eversmart family, that’s why we are dedicated to helping you know and have access to these services.

What Is the Priority Services Register?

In simple terms, a Priority Services Register (PSR) is a register that you can go on to inform us of any vulnerability. This allows us to provide services that help to protect, inform, engage and support you in your energy consumption.

The Priority Services Register Promise:

The Priority Services Register (PSR) is free to join. It helps energy companies* like us to look after customers who have extra communication, access or safety needs. It helps us tailor our services to support households who may need extra help.

The PSR promise is made by all participating energy companies in England, Wales and Scotland. We promise to only share details as agreed with you, about your personal situation with our trusted partners/parties** so they can tailor their services to help you.

By sharing your details with trusted partners/parties, you’ll get extra support when you need it. For example, some customers depending upon their circumstances may be given priority if there’s a power cut. We will always follow privacy laws and your PSR information will never be used for marketing.

Once you’ve joined, you may be contacted to make sure your details are accurate and up to date. This will make sure we can give you the best support for your needs.

If anything about your situation changes you can tell us and we will update your details. If you don’t want to be on the PSR anymore, just ask to be removed and we will do this for you.

* Energy companies include gas and electricity suppliers, the networks companies who transport energy to your home and meter operators. ** Partners/parties include trusted charities such as the British Red Cross, who may assist during incident situations to support companies in safeguarding you and other household members.

“Both as consumers, and people who’ve worked in the sector, we know first-hand what it feels like to be let down by the energy industry. That’s why we have set out to repair the relationship between people and their energy suppliers”.
Barney Cook, CEO

Types of Vulnerabilities

Eversmart are in no position to define vulnerability, however, we do pride ourselves on how much we care about our customers.

That’s why we invite anyone who feels less able to represent themselves, to us, in their energy usage to consider entry on to the PSR.

We also encourage anyone more likely than others to suffer in the energy market should there be a power cut or anything in their personal circumstances be less than perfect to consider our PSR.

For example, you may feel vulnerable if you:

  • have children under 5 years old
  • are disabled or chronically sick
  • have a long-term medical condition
  • have an addiction dependency
  • are experiencing a death or bereavement
  • need emotional support
  • have a hearing or visual impairment or additional communication needs
  • are experiencing financial difficulty
  • are in a vulnerable situation
Apply now. Click here

This list does not claim to encompass all customer circumstances that qualify for the inclusion of our PSR, If you are unsure if you should be on the PSR please contact us to speak to an advisor. (contact information at the bottom of the page).

Types of Services We Offer

The Priority Services are:

  • Additional support to assist the customer to identify they are communicating with their energy supplier
  • Advance notice of planned power cuts
  • Nominee scheme. Allowing customers to nominate a friend, family or legal representative to represent them and help manage their energy accounts
  • Priority support in an emergency (alternative heating and cooking facilities)
  • Identification scheme. Providing representatives of Eversmart with an agreed upon picture and or passwords to provide security and assurance to the customer
  • Regular pedestrian meter readings
  • Access to a Vulnerability Champion
  • Ensure their prepayment meter is safe and easy for the customer to use
  • Provide communication that is better suited to the customers’ requirements; for example, large print or braille
  • Provide any other services which we reasonably can support to protect the customer

If you want any of these services please apply for the PSR or call to speak with our customer service team for more information

Benefits of Sharing Data with Third Parties/Companies

As mentioned in our PSR promise the data is not collected to be marketed but to ensure customer safety and is shared with companies who help us do that. Those parties consist of networks like National Grid, Western Power Distribution, Electricity North West and charities like the British Red Cross.

Networks

Eversmart supplies your energy but it’s the networks that transport that energy to your home. Where we offer benefits of variation of document formats to ensure you are correctly informed and understand your energy, Networks can provide benefits should there be a power outage which may include alternative accommodation, home visit and hot meals, 24-hour line, updates and advice.

Charities

Because energy is so essential to day to day life for many of us, charities such as the British Red Cross have been included in the sharing of PSR data. They have previously worked with energy companies around safeguarding customers and providing emotional and physical support.

Examples of How We Try and Help

As a company, we are aware that everyone’s body functions at different capacities. Sometimes those functions hinder or exclude us from some common practice of communication, as a company we want to try to limit those negative experiences.

Hearing

Around 11 million people of the UK population have trouble hearing the spoken language. If you are like one of the 11 million people struggling to hear we will proceed to make sure you receive all correspondence by writing and or that you have a nominated friend, family or legal representative to assist if needed. If there is anything specific that you would like us to do, please let us know so we can look at ways to help you feel comfortable in your energy usage. It is our plan to produce all our video content by the end of 2019 with hearing in mind, making sure all media produced is subtitled.

Seeing

In Britain, it is estimated around 350,000 people have difficulties with their eyesight, regardless of the degree of difficulty we want to do all we can to help you feel comfortable with your energy. That’s why we provide large print bills, braille and verbally explained bills on monthly, quarterly or semi-annual repeats by our Customer Service Advisor who specialises in billing. As in all cases, you are entitled to nominate a friend, family or legal representative to assist you.

Alzheimers and Dementia

The number of people developing dementia is expected to continue to grow, and for as long as it exists we want to make sure those suffering don’t have to worry about their energy accounts. The benefits of the PSR means that if you or a family member are experiencing dementia you can nominate a friend, family or legal representative to assist you. You may also request advice and information around how to understand your bill, regular pedestrian meter readings and security measures that help you identify our staff on requested site visits.

Financial

According to the oldest records of society, money has always been a tricky subject. But at Eversmart we try to make it simple. If you are struggling with your bills, or your circumstances have changed and could affect your ability to pay your bills, please let us know. We appreciate openness and encourage you to lead the discussion on how you want to manage your energy usage and cost; where possible we try to honour your requests and make sure your payments are reachable and affordable. For example, if you were on a prepayment meter, we would first seek to determine what other expenses you are liable for and or any other relevant information and then agree upon a value that can be recovered with each top up.

Vulnerability Champion

At Eversmart, we want to express our commitment to those experiencing vulnerability and do so by assigning each department a Vulnerability Champion. Those assigned the role are individuals within the business who best resembled an attitude of compassion and understanding and have shown a desire to go beyond the ordinary for a customer’s objective. They are assigned to you as the customer to use as a support during a time of vulnerability, they will report these cases to management so that we as a business can continue to support more efficiently.

How to Apply

You can apply to be on the PSR by clicking the button on this webpage labelled ‘Apply now. Click here' or use our other methods of communication.

Call

If you would prefer to speak with an advisor, please feel free to call us on 03301027901.

Other

If you would like to inform us by other means of communication you can get hold of us by email, live chat and facebook.

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