Priority Services Register
Suppliers of heat to domestic consumers. Section B applies where heat is supplied to domestic consumers. A network serving only non-domestic consumers is not subject to it.
What this condition requires
Establish and maintain a Priority Services Register of persons who are Domestic Consumers, or relevant occupants, in a Vulnerable Situation (8.1). So far as data protection and privacy law permits, add the Minimum Details to the register (8.2) and share the Minimum Details using the relevant mechanism (8.3). Offer, and if accepted provide, the Priority Services free of charge to Domestic Consumers or relevant occupants (8.4). The Priority Services are the appropriate mechanisms and arrangements enabling the outcomes listed in 8.5. All obtaining, recording, using and sharing of information under this condition must comply with data protection law (8.6). The register requirement applies only to networks supplying domestic customers, and the number of consumers in a Vulnerable Situation is reportable.
The condition in full
Reproduced from Ofgem’s Heat Network Authorisation Conditions decision, January 2026, Appendix 2.
Duty to establish a Priority Services Register
8.1 The authorised person must:
8.1.1 establish and maintain a register (the "Priority Services Register") of persons who are either a Domestic Consumer who, and/or an occupant of Domestic Premises which, the authorised person supplies and who may, due to their Personal Characteristics or otherwise being in a Vulnerable Situation, require Priority Services;
8.1.2 take all reasonable steps to promote the existence of the Priority Services Register and the Priority Services which may be available from the authorised person; and
8.1.3 take all reasonable steps (which are appropriate in the circumstances) to:
(a) identify such Domestic Consumers and relevant occupants in the course of
interactions between the authorised person and Domestic Consumers; and
(b) offer to add any or all of the Minimum Details to the Priority Services Register
during interactions.
8.2 In so far as permitted by any laws relating to data protection and/or privacy, the authorised person must add the Minimum Details to the Priority Services Register.
Duty to share information
8.3 In so far as permitted by any laws relating to data protection and/or privacy, the authorised person must share the Minimum Details using the Relevant Industry Mechanisms.
Duty to offer services
8.4 The authorised person must offer (and, if accepted, provide), free of charge, to any of its Domestic Consumers (or relevant occupant, where applicable) who has been added to the Priority Services Register, such of the Priority Services as such person may reasonably require on account of their Personal Characteristics or Vulnerable Situation.
8.5 The Priority Services are appropriate mechanisms and arrangements to enable the following:
8.5.1 the Domestic Consumer (or relevant occupant, where applicable) receiving additional support to assist them to identify any person acting on behalf of the authorised person;
8.5.2 a person nominated by, or otherwise legally entitled to act on behalf of, the Domestic Consumer being able to receive communications relating to their account;
8.5.3 the reading (and provision of that reading to the Domestic Consumer) of the Domestic Consumer's Supply Meter at appropriate intervals, if the Domestic Consumer is unable to do so and there is no other person the Domestic Consumer could reasonably nominate to do so on their behalf;
8.5.4 functionality of any Prepayment Meter which is installed at the relevant Domestic Premises which is safe and reasonably practicable in all the circumstances of the case;
104 Decision Heat networks regulation: authorisation conditions
8.5.5 communications with the Domestic Consumer in an accessible format that is, so far as is reasonably practicable, appropriate to the Domestic Consumer's needs on the basis of their Personal Characteristics and/or Vulnerable Situation; and
8.5.6 such further or additional services (of a similar non-financial nature as sub- paragraphs 8.5.1 to 8.5.5) as the authorised person identifies are appropriate to the needs of its Domestic Consumers and/or occupants of Domestic Premises which the authorised person supplies and reasonably practicable for the authorised person to provide.
Compliance with data protection and/or privacy laws
8.6 For the purposes of its obligations under this authorisation condition (including in respect of obtaining, recording, using and sharing information), the authorised person must comply with any laws relating to data protection and/or privacy.
105 Decision Heat networks regulation: authorisation conditions
Does this apply to you?
Section B applies where heat is supplied to domestic consumers. If every consumer on your network is non-domestic, this condition does not apply. The registration checker works out your full set in a few questions. Registration closes on 26 January 2027.