Priority customers

Priority customers

Our Priority Services Register

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

* Utilities include gas and electricity suppliers - the networks companies who transport energy to your home - and meter operators and water and sewerage companies.

What is the Priority Services Register? 

The PSR is the additional services we offer to make managing your account as easy as possible. We also offer extra support in the event of a water supply emergency. They include:

• Individual notification in emergencies
• Braille, large print and audio/CD services
• Text Relay Service
• Home dialysis users and patients convalescing at home
• Password scheme to protect from bogus callers
• Nominated correspondent to speak on your behalf
• Financial assistance depending on different eligibility criteria

The PSR promise is made by all participating utility 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 an interruption to energy and water supply. We will always follow privacy laws and your PSR information will never be used for marketing.

The details we collect may include sensitive information about your health. We must be extra careful how we collect and use these details, which are classed as special category data.

We must have a valid lawful basis for processing (i.e. collecting and using) your data as set out in the General Data Protection Regulations and the Data Protection Act 2018. Special category data needs to have an appropriate lawful basis and an appropriate condition for processing.

The legal basis for collecting this PSR data is ‘public task’ under the condition of ‘special public interest’ as we are carrying out a task that is in the public interest. This means we can register our customers on the Priority Services Register using information provided by third parties, such as relatives, careers, and trusted organisations like the energy sector. Once you’ve joined, you may be contacted to make sure your details are accurate and up-to-date. This will make sure you we can give you the best support for your needs.

If anything about your situation changes, please tell us and we’ll update your details. If you don’t want to be on the PSR any more, just let us know and we’ll take you off.

To view our company-wide data policy and standards, just visit https://seswater.co.uk/about-us/policies/privacy-notice.