We're joining forces with Policy in Practice to launch a first-of-its-kind partnership to proactively identify and protect vulnerable households across central southern England and the north of Scotland.
With £24 billion of support unclaimed each year, this new initiative turns routine benefit checks into more than a financial safety net, by proactively identifying households eligible for vital protection during power cuts.
By embedding Priority Services (PSR) eligibility directly into benefit checks, the initiative aims close the awareness gap and reach the millions of customers who are eligible for extra help during power cuts, but are currently unaware they can register.
Across the UK, the energy regulator, Ofgem has encouraged Distribution Networks Operators (DNO) to use data to help identify these households. This approach removes the administrative burden from you - the customer - turning a routine benefit check into an enhanced programme of assistance.
How it works: A proactive journey
Instead of waiting for customers to self-disclose a vulnerability, front-line advisors using the Policy in Practice 'Better Off' calculator will now be automatically prompted when a household's circumstances match PSR criteria. Whether an advisor is helping a family maximise their income or identify a portion of the £24 billion in unclaimed support, they can now offer an immediate, dignified registration for the PSR in the same conversation.
Eliane Algaard, our Services Director said:
"No one should be left in the dark because they didn't realise additional help was available to them during power cuts. While we already support over 1.2 million people through PSR, we know many more are eligible but, for various reasons, haven't signed up yet. By partnering with Policy in Practice, we are further improving the rules of engagement; going directly to customers and using every interaction to build a proactive safety net that meets both SSEN’s and Ofgem’s highest standards for vulnerable consumer care."
Deven Ghelani, Director of Policy in Practice, added:
"The link between financial hardship and the need for extra physical protection is clear. This partnership turns our much-loved Better Off Calculator into a powerful tool for safety. Instead of expecting vulnerable people to navigate a fragmented system, we are empowering advisors to say, 'I can see you're eligible, let's get you protected now'. We are proud to be the enabler for a more joined up, compassionate utility sector that tackles the 'tell it once' challenge head on."
More information on the Priority Services Register
Customers are eligible for our Priority Services Register (PSR) if they:
- Are deaf or hard of hearing
- Have a disability
- Live with children under five
- Are blind or partially-sighted
- Have a chronic illness
- Use medical equipment/aids reliant on electricity
- Are over 60.
If you need extra support in a power cut or with day-to-day communication relating to energy needs, please register for our free Priority Services (PSR).
We can then provide you with regular updates, safety advice, dedicated 24-hour helpline and communication in a format that meets your needs. For example, we can engage with you in large print, Braille, alternative languages or British Sign Language.
Everyone has different needs so feel free to contact us to discuss your requirements. For more information, please visit ssen.co.uk/priorityservices or call freephone 0800 294 3259 to find out how you, a family member or friend could benefit from free support during a power cut.