Priority Services Register: Hosepipe Ban Exemptions

What the Priority Services Register Is

Every UK water company (and every UK energy company under a parallel register) operates a Priority Services Register for customers whose needs require tailored support. The register is required by Ofwat under the licence conditions for water companies in England and Wales, and by Ofgem for energy companies. Registration is free, the application is short, and the support is delivered as needed across the year and during incidents.

The PSR addresses a wider set of needs than the hosepipe ban question alone. The main benefits are: priority during supply interruptions (bottled water delivery, faster restoration prioritisation); password protection for visiting engineers (so the customer can verify the visitor is genuine); alternative-format bills and notices (large print, braille, audio, easy-read); nominated-representative arrangements (a relative, carer, or trusted contact receives information on the customer's behalf); proactive contact ahead of planned work; and tailored support during incidents like a TUB where the customer's specific circumstances require it.

PSR and Hosepipe Bans: The Realistic Picture

The most important point to be honest about is that PSR registration does not give a customer automatic exemption from a TUB. The TUB applies as a default to all domestic customers in the affected supply area. PSR customers who need an exemption or an alternative arrangement contact the water company directly to request one.

The most clearly grant-able exemptions are typically: customers using water-fed medical equipment that requires a connected hose feed (dialysis is the canonical example, though dialysis machines themselves typically use mains tap water rather than a garden hosepipe specifically); customers whose disability or chronic illness makes it impossible to use a watering can or bucket for essential garden access requirements (where the garden access is medically necessary, not aesthetic); and customers with specific care arrangements that require unrestricted hosepipe use during the ban period.

For most PSR customers, the practical reality of a TUB is identical to that of other customers: water from a watering can or bucket is always allowed, rainwater is unrestricted, and drip irrigation / soaker hoses are exempt in most company TUBs. The TUB-specific exemption pathway exists for the minority of cases where this is genuinely insufficient.

Who Qualifies for the PSR

Eligibility criteria vary slightly by water company but the standard categories used across the industry are:

• Age 65 or older.
• Chronic illness or disability, including conditions affecting mobility, sight, hearing, cognition, or daily activities.
• Dependence on water for medical equipment (dialysis, oxygen humidifier, etc.).
• Mental health conditions that affect daily life.
• Sensory impairment (sight or hearing).
• Pregnancy and new parents (often defined as up to 12 months post-birth).
• Households with children under 5 (some companies).
• Language barrier where written notices may be missed.
• Carers of vulnerable people.
• Short-term need (bereavement, recent hospital discharge, recovering from surgery).

The short-term-need category is worth highlighting: even households that would not normally qualify can register temporarily during a specific period of vulnerability. Bereavement and post-hospital recovery are common reasons for short-term registration.

How to Register

Identify your water company first. Use the postcode checker to find your supplier, then navigate to that company's Priority Services Register page. Every English and Welsh water company hosts a PSR application page; most offer both online and phone registration. The application typically asks for basic contact details, the qualifying circumstance, and how the customer would like to be supported.

Evidence requirements vary. For medical conditions, some companies accept self-declaration; others request a GP letter or blue badge confirmation. For age, the company already has the customer's data on file. For short-term needs (bereavement, recovery), self-declaration is typically sufficient. The registration is then permanent (or for the requested period) until the customer asks for removal or circumstances change.

A separate point: PSR registration with one utility (energy or water) does not automatically transfer to the other. If you have a PSR registration with your energy supplier, you typically still need to register separately with your water company. Some areas have a Joint PSR initiative to streamline this; check with your specific suppliers.

If You Need an Exemption During an Active TUB

The fastest route is direct contact with the water company. Phone or email the customer service team, identify yourself as a PSR customer (or apply to the PSR at the same time), explain the specific circumstance requiring hosepipe use, and request an exemption or alternative arrangement. The company will assess and respond, often within a few working days for active TUB cases. Get the company's decision in writing, particularly if you have visible hosepipe use that may be reported by neighbours.

For the broader question of what a TUB actually restricts and what you can do without an exemption, see the £1,000 fine explainer and the keep your lawn alive guide.

Frequently Asked Questions