Signing up to the PSR allows us to support customers in 12 ways:
Support customers in 12 ways:
Welcome Pack
Sent to new PSR customers so they know what to expect from us and tell them about our services.
Proactive and Ongoing Contact
Updating customer at least every 3 hours in a powercut.
Customer Service on Site
Our nominated person on site process means that there is always someone to support customers.
2 Year Information Check
To confirm customer data and tell them about our services.
Vulnerable Packs
Issued during power cuts and storms. Includes an analogue phone.
Hot Food and Hotels
Provided for customers in prolonged outages and significant events. Extended to all customers after 48 hours.
Dedicated Number
Our calls are answered in an average of 6 seconds. In storms and significant events we have a dedicated welfare lines for PSR customers.
Resilience Partners
Providing additional services such as social care support, opening community buildings, catering vans and emotional support.
Generators
Provided for vulnerable customers to minimise impact during a power cut and planned works. Provided 100% of vulnerable customers with a generator if requested on our proactive contacts.
Accessibility
A range of services to improve accesibility such as:
- Large print information
- Information in braille
- Translation services
- Text relay
Short Term Vulnerability
Customers can register with us for support for a specific period of time.
Being Safe
Customers can request a password from us to safeguard against bogus callers.