Vulnerable vs Hardship
What defines a vulnerable customer?
A customer who needs extra support due to health, age, or personal circumstances.
What does PSR stand for?
Priority Services Register.
When do the new DEFRA standards come into effect?
01 October 2025.
What does CPSN stand for?
Core Priority Services Notice.
What should agents do first when dealing with a PSR customer?
onfirm their priority level (P1, P2, or P3).
What defines a hardship customer?
A customer who is struggling financially and needs help with paying bills.
Which customers fall under P1?
Those with critical health or life-dependent needs (Core Priority Service customers).
How many Core Priority Services did DEFRA identify?
Three.
When must CPSNs be issued to eligible customers?
Between 01 and 31 October 2025.
What system should agents use to confirm process details?
Reservoir, the internal knowledge base.
Can a customer be both vulnerable and in hardship?
Yes — a customer can qualify for both categories if they meet the criteria.
What support do P2 customers receive?
Standard PSR support such as alternative communication and contact preferences, but no automatic bottled water.
Name one of the Core Priority Services (CPS).
Any of the following: 1️⃣ Bottled water delivery (P1 only) 2️⃣ Alternative communication for bills 3️⃣ Power of Attorney management.
How long does an agent have to send a CPSN after onboarding a new CPS customer?
Within 30 days.
How can agents prevent GSS penalties?
By sending CPSNs or letters within SLA and recording updates accurately.
Which register records vulnerable customers?
The Priority Services Register (PSR).
What makes a P3 customer different from P1 and P2?
P3 customers receive general or temporary support and no automatic services during incidents.
What is the purpose of these new standards?
To ensure consistent, fair service and protection for vulnerable customers across the water industry.
What happens if a CPSN is not sent within 30 days?
The company must issue a £100 GSS payment.
What should agents do if a P2 or P3 customer requests bottled water during an incident?
Log the request and follow the new incident request process (TBC).
How do agents identify if a customer is in hardship?
By discussing financial difficulties and referring them to affordability schemes or payment support options.
Which PSR tier will automatically receive bottled water during an incident?
P1 customers only.
What is the financial penalty for not complying with a Guaranteed Standard?
A £100 GSS payment to the affected customer.
What information must be included in a CPSN?
Confirmation that the customer is a Core customer, the reason for registration, the service they’ll receive, and the timeframe.
Why is accurate PSR classification important?
Why is accurate PSR classification important?