We all need extra support from time-to-time whether it’s due to disability, ill health, age, financial worries or language barriers.
Our Priority Services Register (PSR) aims to provide this support.
As of 31 March 2021 we had 29,210 people signed up to our PSR register, but we know there are more out there who may need our assistance.
To increase the number of people signed up to the register during 2020/21, while also ensuring those who are signed up are receiving the most appropriate service from us, we had a variety of new targets to hit:
- To have 3.2 per cent of our total properties served signed up to our PSR register (PSR reach)
- Of those customers signed up, to contact 17.5 per cent of them over a two year period to make sure they are receiving the most appropriate service (attempted contact)
- Of those customers signed up, to directly contact 45 per cent of customers registered on the PSR over a two year period to make sure they are receiving the most appropriate service (actual contact)
How have we performed?
At the end of the year we achieved our target of having 3.2 per cent of customers signed up to the PSR register, reaching 3.3 per cent. This was achieved by registering 15,698 households during 2020/21.
This has been achieved through working in partnership with regional stakeholders who work in this field to help identify customers who are eligible for the service as well as through as through the media and wider awareness campaigns.
For our PSR customers who have been registered for more than two years we also have the additional data revalidation targets, to make sure they are still applicable to PSR. These measures target Actual and Attempted contacts for revalidation.
During the year we achieved 57.9 per cent actual contact and revalidation of data against the target of 17.5 per cent.
Also we attempted to contact 75.7 per cent of our customers on the PSR at least twice against our target of 45 per cent.
This means that we have outperformed all our targets for the year relating to PSR service provision.
The impact of Covid-19
There has been no Covid-19 impact on this target.