Heat network Priority Services Register: a guide for blocks of flats
Heat suppliers that supply homes must keep a Priority Services Register (PSR) and offer free priority services to residents in vulnerable situations. You confirm that a PSR, or an equivalent, is in place when you register with Ofgem.
Last checked against official sources: 5 October 2026
Who it's for
Ofgem describes a consumer in a vulnerable situation as someone whose personal circumstances and characteristics make them significantly less able than a typical consumer to protect or represent their interests, or significantly more likely to suffer harm, or more serious harm.
This can be short-term or long-term. It might follow an illness, a bereavement or a change in circumstances, as well as longer-term situations. Joining should always be voluntary.
What suppliers must do
- Take steps to identify each occupant who is in a vulnerable situation.
- Offer to add them to the Priority Services Register.
- Provide priority services free of charge, with extra support and alternative ways to communicate.
Free priority services to offer
- A nominated person who can deal with you on the resident's behalf.
- Information in another format, such as large print, braille, audio or a translation.
- Help with meter readings, where homes have heat meters.
- Priority support in an emergency or a long interruption to supply.
Many suppliers also offer advance notice of planned work in the resident's preferred way, and a password scheme so residents can check that a visitor is genuine. These are good practice rather than requirements.
At registration
The supplier confirms whether a PSR, or an equivalent mechanism, is in place and working. Ofgem also asks whether the network supplies any customers in vulnerable situations, and how many.
Looking after the information
A PSR often includes health information, which is special category data under UK data protection law. Get the resident's consent, record only what you need, keep the register securely and separately from general records, review it at least once a year, and share only what your heating contractor or billing agent needs to provide the service.
For that reason, Communal Heating Compliance never stores PSR details. You keep the register yourself, and the app records only the number of households and your review dates.
Questions
- Do we have to keep the register electronically?
- Ofgem doesn't say it must be electronic. What matters is that it is accurate, secure and used. Many small blocks keep it as a locked spreadsheet or a paper register.
- Can our managing agent keep the register for us?
- Yes, as long as it is kept securely and shared only as needed. You remain responsible for it.
- Do we have to arrange alternative heating within a set time?
- Ofgem's guidance doesn't set a time limit. Offer priority support in emergencies and long interruptions, and set out what you can realistically do.
Sources
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