Insights ¦ Priority Services Register Customer Survey

Key Take Aways

1. Overall satisfaction with the Priority Services Register (PSR) scheme remains high, with over two-thirds of customers very or fairly satisfied.
2. A significant proportion of the registered population (54%) is certain of their inclusion on the PSR, indicating strong awareness among long-term registrants.
3. The primary qualifying condition for registration is being of pensionable age, followed by having illnesses or physical impairments, underscoring the scheme’s focus on vulnerable groups.
4. Many respondents correctly perceive the PSR as providing support for vulnerable individuals during water supply issues, though misconceptions persist regarding the scope of services.
5. Communication from water companies post-registration appears inconsistent, with only 28% having received information about available services.
6. Self-registration is the predominant method of joining the PSR, and outreach from water companies contributes significantly to voluntary enrolment.
7. Customers face variability in the duration of their registration, with a third on the register up to 2 years and a quarter exceeding 5 years.
8. While core services—such as advance notice of disruption and bottled water provision—are well recognised, there are notable gaps in understanding about priority restoration and financial support options.
9. Experience of supply disruptions among PSR members is notable, with over a quarter experiencing either planned or unexpected supply issues.
10. Communication during disruptions is generally sufficient, with many customers receiving updates or advance warnings, but improvement opportunities exist for more timely and frequent updates.
11. Customer support during disruptions is predominantly rated highly, especially among pensioners and those with better understanding of the PSR.
12. Respondents suggest enhanced communication, community support, and financial assistance could further optimise the scheme’s effectiveness for vulnerable populations.

Key Statistics

• Over 60% of respondents on the PSR are certain of their registration status.
• 67% of respondents agree they understand the support they are entitled to through the PSR.
• 54% of survey participants received information about the PSR during their water registration process.
• 44% of those who joined the PSR self-registered; a further 23% were contacted by their water company.
• Nearly 50% of those with supply disruptions experienced regular updates, and 28% received advance notices.
• 60% of respondents are satisfied overall with their PSR experience.
• 81% of those aged 55-74, and 95% of North East customers, are highly likely to recommend the scheme.
• 28% of respondents experienced supply disruptions linked to planned maintenance or unexpected problems.
• Among those impacted by supply disruptions, 49% received regular updates, and 45% received advance warning during the event.
• Nearly 20% of younger respondents (18-24) are unaware of the services provided by the PSR.
• Customers on the PSR for 2-5 years demonstrate increased certainty (65%) about their registration.
• 76% of registrants would recommend the PSR scheme to others.

Key Discussion Points

• The scheme’s overall satisfaction remains high, but ongoing communication gaps risk diminishing perceived value.
• The primary driver for registration is awareness through water bills, email, and direct contact; cross-sector collaboration with energy providers aids awareness.
• Knowledge gaps remain, particularly around support during prolonged outages and financial assistance, indicating a need for clearer signposting.
• Longer-term PSR members (beyond 2 years) are less likely to recall receiving communications and may benefit from refreshers.
• Respondents highlight a desire for more frequent, real-time updates via text, app notifications, or dedicated contacts.
• The scheme’s focus on vulnerable groups, especially those of pensionable age and those with health conditions, aligns well with respondents’ needs.
• Supply disruption responses are generally positive, yet many believe there is room for improved coordination of alternative water supplies.
• Serving the most vulnerable with community-based support or volunteer networks during outages is an area for future development.
• The importance of setting clear expectations and providing targeted education on available services is emphasised given misconceptions about financial and emergency support.
• Customers value prompt, friendly communication, yet some note delays in organising bottled water and alternative supplies.
• The report underscores the potential for water companies to leverage their existing customer relationships for targeted education and proactive engagement.
• Continual benchmarking with baseline data is critical to track improvements and demonstrate the scheme’s ongoing relevance and effectiveness over time.

Document Description

This article is an in-depth overview of a customer survey conducted to assess awareness, experience, and satisfaction with the Priority Services Register (PSR) among water company customers in December 2025. It explores key areas such as understanding of service offerings, communication during disruptions, and potential improvements to better support vulnerable groups. The article offers valuable insights into current customer perceptions and highlights opportunities for enhancing communication, community engagement, and service delivery within the scheme. It serves as a foundational baseline for water companies and regulators aiming to optimise support for vulnerable customers during supply disruptions and routine service.