The Creative & Digital Agency

CLIENT

PSR Scotland (in partnership with SSEN, SP Energy Networks, SGN, and Scottish Water)

SECTOR

Utilities

SERVICES

Brand Development, Digital Strategy, Website Design & Build, Stakeholder Collaboration

THE CHALLENGE

The Priority Services Register (PSR) is a free UK-wide service that offers extra support to people who may be vulnerable during power cuts or interruptions to electricity, gas, or water supplies.

In Scotland, multiple utility companies operated their own PSR schemes, which created confusion for customers unsure where to register or who to contact for help. For people already facing challenges, this lack of clarity risked preventing them from accessing the support they needed most.

Our challenge was to unite these separate initiatives into a single, trusted platform that:

  • Clearly explained the benefits of PSR registration.
  • Made the process simple and accessible for all.
  • Provided a reassuring and consistent experience, no matter the utility provider.

Our Approach

Blumilk worked with multiple utility partners – including SSEN, SP Energy Networks, SGN, and Scottish Water – to develop PSR Scotland, a centralised online hub where customers could easily learn about and register for the PSR.

We collaborated with all stakeholders to ensure the new brand and platform reflected shared values: trust, accessibility, and inclusivity. Our aim was to create something that would resonate with vulnerable customers, encourage registrations, and remove barriers to essential services.

What We Delivered

A Recognisable, Trusted Brand
  • Developed a cohesive visual identity that worked seamlessly alongside partner utilities’ brands.
  • Created a clear, reassuring tone of voice that communicated in plain, jargon-free language.
  • Established consistent messaging to make PSR Scotland easy to recognise and understand.
A Simple, Accessible Digital Hub
  • Designed and built a user-friendly website with clear navigation to guide customers step-by-step.
  • Ensured full accessibility compliance, including features for users with visual impairments.
  • Delivered a mobile-friendly design so customers could register on any device.
  • Integrated seamlessly with utility provider systems to connect users directly to the right support.

By putting accessibility and clarity at the heart of the design, we made it easier than ever for customers to sign up for priority support.

The Impact

The launch of PSR Scotland has transformed how vulnerable customers access help during service interruptions:

  • One single place to register, replacing the need to navigate multiple utility websites.
  • A clear, trusted brand that reassures customers they’re in the right place.
  • Improved accessibility, ensuring that no one is left behind.

For utility providers, this collaborative approach has increased registrations, improved customer confidence, and strengthened their ability to reach those who need support most.

At Blumilk, we know that strong branding, clear communication, and intuitive digital design can make a real difference in people’s lives. Our work on PSR Scotland shows how strategic collaboration can simplify complex services and make them more accessible for vulnerable communities.

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