The session will explore what the Priority Services Register (PSR) is, who it is for, and why it is a vital tool in protecting vulnerable customers – particularly during power outages, cold weather, or other service disruptions. Attendees will gain practical insight into eligibility criteria, the types of support available through the PSR, and how these services can make a meaningful difference to customers’ safety, wellbeing, and access to essential energy services.
We will also focus on the role of frontline staff in recognising vulnerability, having supportive conversations, and ensuring customers are effectively signed up or referred. Real-life scenarios and examples will be used to build confidence and highlight best practice.
This spotlight is designed for frontline staff encountering vulnerable and low-income groups who are at risk from living in cold and damp homes.
To enable frontline staff to confidently identify, support, and register customers who may benefit from the Priority Services Register (PSR).
- Explain what the Priority Services Register is and why it matters
- Identify eligibility for the PSR
- Describe what non-financial support customers can receive
- Explain how advisers register customers
- Explore the benefits of the PSR through lived experiences
- Introduction to Ofgem and Standard Licence Conditions
- Overview of the Priority Services Register (PSR) and why it matters
- Who is eligible, including hidden and temporary vulnerabilities
- Key services and support available to registered customers
- How to have effective PSR conversations with customers
- Steps to register or refer customers to the PSR
Please note that the course content will focus mainly on England and Wales. If you are based in Northern Ireland or Scotland and interested in this course, please contact trainingadmin@nea.org.uk before booking so we can discuss the main differences.
1-hour spotlight session
The course is delivered online via webinar.
Find out more
Webinars are delivered live by our expert tutors.
We typically use Zoom for our online sessions.
To join, learners will need a device with internet access and sound capability, along with a microphone and webcam to enable full participation.
As this is a spotlight session, speakers will not have the opportunity to answer questions throughout the session, but a contact e-mail will be provided following the session should you have any questions.
Once booked, learners should receive a confirmation of booking e-mail. Joining instructions will be sent the week before the course.
We offer a programme of open access webinars for individuals to enrol onto.
Yes, in-house/group webinars can be arranged upon request. Please contact us for further details.
As this is a short spotlight session, this course is currently only available via webinar.
Funded places are available to non-commercial/not for profit organisations based in England and Wales (such as local authorities, housing associations, advice agencies etc). Learners must also be frontline staff or volunteers that encounter and provide advice to those in or at risk of fuel poverty.
This applies to to online delivery only.
After the session, learners will receive a brief summary sheet.
All courses and processes are assessed in line with BSI ISO 9001 quality management standards.
To maintain their effectiveness, courses are reviewed and updated on a regular basis. If you identify any gaps, inaccuracies, or areas for improvement, we encourage you to share your feedback with us.
If you have any questions, please contact us to discuss.
Fees and funded places
| Eligibility criteria for a funded place |
|---|
| FUNDED PLACES are available to non-commercial organisations based in England and Wales (such as local authorities, housing associations, advice agencies etc). Learners must also be frontline staff or volunteers that encounter and provide advice to those in or at risk of fuel poverty. Online delivery only. For those not eligible for a funded place, please select the relevant fee rate above for further details. |
| Not for profit organisation | Commercial organisation | |
|---|---|---|
| Open access webinar – per person | £55 plus VAT | £65 plus VAT |
| Group webinar – per course | Contact NEA for details | Contact NEA for details |
| In-person – per course | Contact NEA for details | Contact NEA for details |
| Not for profit organisation | Commercial organisation | |
|---|---|---|
| Open access webinar – per person | £65 plus VAT | £75 plus VAT |
| Group webinar – per course | Contact NEA for details | Contact NEA for details |
| In-person – per course | Contact NEA for details | Contact NEA for details |
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