Identifying individual needs and joining up services

We have a responsibility to ensure that the needs of our customers are understood and acted upon in a respectful and relevant way. We must find effective ways to identify our customers’ needs and understand the many situations that can lead to vulnerability across the communities we serve. 

Despite huge efforts to raise awareness of the Priority Services Register (PSR), we know that there are many customers who could be registered on the PSR but aren’t. 

This is why we continue to engage with hundreds of thousands of our customers each year, to talk about the PSR and promote its benefits through trusted partners and our workforce. We regularly update our messaging to maximise both reach and understanding of the PSR. 

We continue to work with our partners and look to work with organisations that can reach specific groups which fall under the various need’s codes on the register. It is essential that we continue to promote these specific needs categories with partners such as Age UK, Carents, Big C, Alzheimer’s Society and many others. 

These partners are experts at reaching key groups and promoting vital messaging around the PSR using language and communication methods to suit their audience. 

Our commitments and progress 

By 2026, we’ll have direct conversations with over four million of our customers to inform them of the Priority Services Register, which will ensure that they are provided with tailored services to meet their needs. 

919,294 conversations were held between April 2024 and March 2025, and 40,383 customers were registered on the PSR  

Form over 80 strategic programme and project partnerships that will help to extend our reach and positive social impact. 

185 partnerships formed allowing us to reach key groups and promote vital messaging around the PSR using language and communication methods to suit their audience. 

Obtain and maintain the British Standard BS ISO 22458:2022, to demonstrate our commitment to providing services, products and processes that are accessible to all and are relevant to specific needs, no matter an individuals’ personal circumstances. 

Maintained in xxx 2025. Our BS ISO 22458 standard holds us accountable to ensure we’re delivering positive outcomes and an inclusive service for customers living in vulnerable situations. 

We have a responsibility to ensure that the needs of our customers are understood and acted upon in a respectful and relevant way. We must find effective ways to identify our customers needs and understand the many situations that can lead to vulnerability across the communities we serve. 

Our commitments

By 2026, we will have direct conversations with over four million of our customers to inform them of our Priority Services Register, which will ensure that they are provided with tailored services to meet their needs

Form over 80 strategic programme and project partnerships that will help to extend our reach and positive social impact.

Obtain and maintain the British Standard BS ISO 22458:2022.