Priority services register management that calls every medically dependent home before the power goes off
Every medically dependent home inside an outage called before the power goes off.
See one case, screen by screen ↓A Priority Services Register is the list a utility keeps of households who need extra help: people who depend on electricity or water for medical equipment, older customers, people with sight, hearing, mobility or mental health needs, and families with young children. In Britain every energy supplier and network operator must keep one and give its services free — advance notice of planned interruptions and help during an outage — and water companies run one too. Priority Services Register Management is software that finds those customers, registers them with their consent and protects them on the day of an outage.
The register is only as good as what goes into it and what comes out of it on the day. Needs are said out loud and lost: a billing call about a high bill ends with a payment plan, not a registration. Registration waits for a form, then for someone to code it. Supply, network and water records drift apart, temporary needs never expire and two-yearly re-checks slip. And when a planned outage is drawn up, the planner gets a spreadsheet of addresses, not a list of people to ring — so a home on oxygen can sit inside a planned cut with nobody calling first.
Estimated split for one planned interruption of about 1,500 supply points, in working hours, by hand and with the solution.
Six agents find, register and protect vulnerable customers; the care team takes consent, signs and dispatches.
Lumina Utilities supplies electricity and water, and its register holds 61,240 households. On Tuesday 13 October 2026 at 09:40, Grace Adeyemi, its Priority Services team lead, opens the care map. A works order for next Thursday has just arrived. Here is what happens next, screen by screen, in the working solution.
Register households are quiet dots on the Lumina area; medically dependent homes are teal rings. Three footprints sit over them: a live fault on feeder ASH-07 in Ashby Moor, a water main repair, WM-1127, in Holloway Cross on Wed 21 Oct, and works order WO-88412 from Tom Ellery, received at 09:12 — PO-26-0418, replacing pole transformer T-2214 on Mill Lane, Brackenford, Thu 22 Oct, 08:30–15:30.
“The works order has no footprint yet. Draw it on the map to see who is inside, and what each home needs before the power goes off.”
Feeder ASH-07 tripped at 06:42 with 312 customers off, 11 of them on the register and 3 medically dependent. Kerry Shaw reached Agnes Thorley at 06:58 — her oxygen cylinders cover 9 hours. Dev Malhotra confirmed generator G-04 for Victor Mensah's home dialysis, on site at 08:05. Ruth Dangerfield missed two calls, so Ollie Grant visited at 08:40. All three carry a priority restoration flag.
Run log, 06:44: “11 register households inside, 3 medically dependent; priority restoration flags set.”
Grace draws the Mill Lane footprint, eight points around feeder BRK-14. In about a second each, the agents find 1,486 supply points inside and 47 households on the register, 12 of them medically dependent. Each of the twelve gets a welfare call queued for Thu 15 Oct, five working days ahead. Three — no 8-hour battery, a 7-hour job — are proposed a generator, for Dev Malhotra to confirm.
“7 Mill Lane is not on the register · Need finder · ‘oxygen concentrator’, billing call 6 Oct”
Harold Pennington rang Aisha Bello about a £146.20 bill. Usage was up about forty per cent since July, mostly overnight. At 01:15 into the call he said why. The call ended with a £38 a month payment plan and no register offer. At 11:31 the need finder matched “concentrator”, searched the register by account, name and address in supply, networks and water, and found no record.
“It's June's oxygen machine — the concentrator. It runs all night since she came out of hospital in July.”
June's home is inside Thursday's outage, so Lumina's consent policy says ask today. Nothing about her health is stored or shared until she agrees. Grace sends the text the registration clerk drafted, in consent wording version 3, and books a call-back with Aisha Bello between 10:30 and 11:00.
“Our Priority Services Register lets us phone you before planned power cuts and help if the power goes off, free of charge … May we add you?”
Aisha calls June back. In 3 minutes 40 seconds she reads wording v3 in full and June agrees, for herself. The record holds the needs codes MD-04 Oxygen concentrator and PA-10 Pensionable age, her backup — 1 oxygen cylinder, about 5 hours, a second ordered — and her daughter Sarah Pennington as a contact.
Agents never register anyone: consent is recorded by a person.
The registration clerk codes the needs and sets the re-check for October 2028. The register sharer sends the needs code and contact — no medical detail — to Lumina Networks and Lumina Water. June joins the PO-26-0418 notice list with a welfare call on Thu 15 Oct. This week's Found list now shows 22 registered.
“Nobody is added without their consent.”
The footprint now holds 48 register households and 13 medically dependent homes. Dev books G-02 for Rhys Calloway's ventilator (battery about 2 hours), G-07 for Brenda Achterberg, who dialyses at home on Thursday mornings with no backup, and G-11 for Samuel Osei, 6, whose feeding pump runs about 3 hours on battery. Tom signs the notice list.
Notice clock: register households told Thu 15 Oct, 5 working days ahead · Tue 20 Oct is the 2-day legal floor · power off Thu 22 Oct.
Every medically dependent home inside the job is called by a person, oxygen and life-sustaining equipment first. For Margaret Hollis, the script checks her oxygen cylinders and, since the job is 7 hours, orders one from Calderline Oxygen for Wed 21 Oct if hers cover less than 8. The caller records Reached, No answer, Needs a visit or Ask for a generator.
“Script set by the welfare call planner from the need code · you decide what to offer.”
2,148 households are due a re-check in October and 386 are overdue. When Grace sends October's run, the re-check agent drafts 1,644 texts and 504 letters, asks 164 households whose temporary need is ending whether help is still needed, and moves the overdue ones to phone calls. Forty-one households with three tries and no reply go to Grace.
“Nobody removed · 41 households after 3 tries go to Grace Adeyemi.”
The same planned outage, seen by the four people who carry it — what their week looked like, and what it looks like now.
Six agents find, register and protect vulnerable customers; the care team takes consent, signs and dispatches.
Reads call transcripts, chats, emails and payment changes for needs the register should know about — equipment, sight, hearing, mobility, age, young children, recovery — quotes the sentence, suggests a needs code and searches the register by account, name and address. A home inside a planned outage is marked “ask today”.
Drafts the consent request in the customer's channel and language with the approved wording. When a person records consent, it codes the needs, sets the re-check date and any temporary end date, and hands the record on to be shared.
Matches every live and planned outage footprint to the register, finds every supply point and register household inside, builds the notice list with channel and deadline, and sets priority restoration flags for medically dependent homes in a live fault.
Orders welfare calls by risk, life-sustaining equipment first, writes each call script from the need, the backup on file and the outage length, proposes generators by rule, and in a live fault queues calls within 30 minutes and sends the doorstep team after two missed calls.
Keeps the register in step with Lumina Networks, Lumina Water and the suppliers on Lumina's network: medically dependent changes the same day, others nightly. It compares each partner's records and lists every difference with a suggestion.
Asks every household again every 24 months and before a temporary need ends: drafts texts and letters in each household's channel, moves overdue ones to calls, and sends households with three tries and no reply to the team lead.
Team lead approves, agent records consent, planner signs, welfare coordinator dispatches. The agents propose; a named person decides.
Ask about an outage, a household, a call or a rule, in plain words. Every answer cites its source.
Who inside Thursday's works needs a generator?
Three homes inside PO-26-0418. Rhys Calloway's ventilator battery lasts about 2 hours; Brenda Achterberg dialyses at home on Thursday mornings with no backup; Samuel Osei's feeding pump runs about 3 hours on battery. The job is 7 hours, 08:30–15:30, and rule WR-2 proposes a generator under 8 hours of battery. Dev Malhotra confirms each one.
Why is June Pennington flagged?
On a billing call on 6 October her husband Harold said: “It's June's oxygen machine — the concentrator. It runs all night.” The need finder searched the register by account, name and address and found no record. Her home, 7 Mill Lane, is inside Thursday 22 October's planned outage, so policy VC-3 says ask for her consent today.
Is everyone in the Ashby Moor fault safe?
The fault on ASH-07 has 3 medically dependent homes inside, and all three are covered: Agnes Thorley was reached at 06:58 and her cylinders last 9 hours; generator G-04 has been at Victor Mensah's since 08:05 for his dialysis; Ruth Dangerfield missed two calls, so Ollie Grant visited at 08:40, and she is with her daughter. Power is expected back at 12:30.
How many re-checks are overdue?
386 of October's 2,148 re-checks are overdue. Rule RC-1 asks every household every 24 months and before a temporary need ends, and nobody is removed without a person. The October run is ready: 1,644 texts, 504 letters, 164 temporary needs ending. 41 households have had three tries and are waiting for your review.
13 screens from the working solution, on its sample data. Pick one to see it large.
Needs codes, notice times, generator and welfare rules, consent wording and what the need finder listens for are settings. Every change is versioned and needs a second person.
| Setting | Default | Choose from |
|---|---|---|
| Notice to register households | 5 working days | Working days before a planned outage, by letter and text · medically dependent homes phoned as well · found customers inside a planned outage asked for consent the same day |
| Notice to every supply point | 2 days | The legal minimum · locked, cannot be lowered |
| Propose a generator when the battery is shorter than | 8 hours | And a planned outage of at least 4 hours, or a live fault expected over 2 hours · dispatch always needs the welfare coordinator |
| Call medically dependent homes in a live fault within | 30 minutes | Doorstep visit after 2 missed calls · priority restoration flag sent to the control room |
| Consent | Recorded by a person | Phone, text, web form or letter · wording version 3 · a customer who declines is not asked again for 12 months |
| Re-check every household every | 24 months | Temporary needs last 6 months unless the customer says otherwise · 3 tries by text, letter and phone before review · removal needs a person |
| What the need finder listens for | Version 7, 20 phrases | Phrases such as oxygen, dialysis, insulin in the fridge, careline, large print, speak for me · tested on last week's 41,820 contacts against a labelled sample of 600 |
| Sharing | Same day to networks | Lumina Networks same day for medically dependent changes · Lumina Water nightly · Corrie Energy and Halden Power receive nightly and send back changes · needs code, contact and services only |
Every figure is labelled: a target the solution is built to, an estimate, a typical published result, or a proven one.
“demo” = seen in the working solution, on its sample data · “target” = the design goal, measured in the live solution · “estimated” = our estimate · “typical” = published figures (Ofgem, Priority Services Register review and statutory consultation, 2016 — about 3.6 million electricity and 3 million gas customers, 13 % of customers, registered; The Energyst on Ofgem's compliance review of 17 suppliers, severe weaknesses at five in how quickly customers were added). Context: electricity standards of performance, at least 2 days' notice of planned interruptions (not re-checked against the regulations). Lumina Utilities and the people, streets, towns, suppliers and records named on this page are fictional — characters and sample data in the working solution.
It is the list a utility keeps of customers who need extra help — people who depend on power or water for medical equipment, older customers, people with sight, hearing, mobility or mental health needs, and families with young children. In Britain energy suppliers and network operators must keep one and offer its services free, including advance notice of planned interruptions and help in an outage.
Software that keeps the register complete and puts it to work on the day of an outage. Priority Services Register Management finds customers who mentioned a need, registers them with consent, draws the register under every live and planned outage, queues welfare calls and generators, and keeps the register in step with networks, water and suppliers.
The need finder reads calls, chats, emails and payment changes for needs on Lumina's listening list, quotes the sentence and searches the register by account, name and address. In the working solution it read 41,820 contacts in one week and found 38 customers who were not on the register. It never infers a condition the customer did not state.
When a planner's footprint is drawn, the outage matcher finds every register household inside and builds the notice list. The welfare call planner queues a call for each medically dependent home five working days ahead and proposes a generator where equipment has no 8-hour battery and the outage is 4 hours or longer. The planner signs the list; the welfare coordinator confirms each generator.
The outage matcher finds the register households inside the fault and sets priority restoration flags for medically dependent homes. Welfare calls go out within 30 minutes, and two missed calls send the doorstep team. Under the generator rule, a generator is proposed for equipment with less than 8 hours of battery when a live fault is expected to last more than 2 hours.
No, and yes. Agents never register, remove, dispatch or change an outage plan. Consent is recorded by a person with its wording version, the team lead approves found customers, the planner signs each notice list and the welfare coordinator dispatches each generator. Every rule change needs a second person.
The register sharer sends medically dependent changes to the network the same day and the rest nightly, compares each partner's records and lists every difference with a suggestion for a person to resolve. Only the needs code, contact details and services leave the register; medical details never do.
The Agentic Solution Engine builds and deploys it from your requirements and documents — your needs codes, notice and welfare rules, consent wording and a sample of your register, contacts and planned outages — and it goes live once every quality gate has passed. We will walk you through it on your own register first.
We'll run Priority Services Register Management on a sample of your own register, contacts and planned outages.