Frequently asked questions

To avoid a last-minute struggle during a power cut, it's wise to gather essential items and make the relevant preparations in advance. Keep items in an easily accessible location to ensure you're ready and comfortable if the power goes off.  To find out what you can prepare, visit Tips to prepare for a power cut

Being in a power cut can be disorientating, so follow our useful tips during a power cut to help keep you safe and comfortable until the power comes back on.  To find out what to do in a power cut visit Tips to help you during a power cut

Your electricity may be off for a number of reasons, from planned maintenance work to a power cut on the electricity network.

View live power cut information, or report a problem and receive regular updates.

You can check if a power cut in your area has been reported by visiting Fault list

If you need to report a power cut please contact us on 105 or Report a power cut online form. Safety is our number one priority. Always keep a safe distance away from any electrical equipment and cables to avoid accidents, injuries, and even fatalities.

The easiest way to find out is to leave a light switched on in the room you're in. As soon as the power is back, the light will come on, letting you know immediately!

Electricity supply can be a bit complex.  Each property is connected through different circuits or phases of the same cable, so it's not uncommon for one house to have power while the next does not.  We understand how frustrating it can be to see your neighbours with power while you're in the dark.  Please know that we always work as quickly as possible to restore your electricity.

Your trip switch is a safety mechanism connected to your meter and can usually be found under the stairs or with your meter in a cabinet. This is the equipment that isolates your supply. 

We are regulated by Ofgem and follow their guaranteed standards of performance regarding compensation. To find out if you are entitled to compensation visit:

We are only responsible to the meter point. Anything after this is your responsibility. You may need to seek help from a qualified electrician if you are unsure.

Short intermittent, power cuts can be caused by a a transient fault. A transient fault can develop as a result of a small nick in the underground cable. These types of faults can sometimes be difficult to find so we use specialist equipment in our substations to help locate the problem.  

To conserve your phone's and electrical device’s battery during a power cut, try these tips:

Switch to power saving mode: This reduces battery usage by limiting background activities.

Lower screen brightness: Dim your screen as much as possible to save power.

Close unnecessary apps: Shut down apps you don't need to minimise battery drain.

Turn off background updates: Disable automatic updates in your settings.

Charge in your car: If you have a car, you can charge your phone by running the engine for a few minutes.

These steps can help extend your phone's battery life until the power is restored.

Your solar panels will stop working during a power cut for safety reasons. After the power is restored, check your user manual for specific instructions. Most solar panels will start working automatically without needing any updates or actions.

Fridges and freezers can stay cold for a long time depending on their age, how fresh the food is, if the doors are kept closed, and how full they are.

Fridges: Stay cold for at least four hours. To keep them cold longer, add ice and pack food tightly in the drawers.

Freezers: Stay cold for 24-48 hours. Avoid opening the door to maintain the temperature.

Power cuts can happen for various reasons and often without warning. While we strive to maintain a reliable electricity supply, sometimes power cuts are unavoidable. Unfortunately, we cannot be held responsible for any loss of fridge or freezer contents due to these interruptions.

However, your home insurance might cover such losses. We recommend checking with your insurance provider to see if you're covered. If your insurance company needs more information about the power cut, they can contact us directly, and we'll be happy to assist.  We can issue an insurance letter to assist you. Use our online Enquiry form to request the letter.

For more information please click Notice of Rights, these are set by our industry regulator Ofgem.

After a power cut, there can be power surges when electricity is restored, which might damage your appliances. To protect them, we recommend switching off your appliances at the plug during a power cut.

Most power cuts are short and won't affect your fish or reptiles. However, if the outage lasts longer, here are some tips to keep your pets safe:

Insulate the tank: Wrap the tank in towels to slow down the temperature drop. You can also use aluminium foil as an extra layer of insulation, but make sure not to block the airflow.

Maintain heat: If you have a gas hob, fill hot water bottles and place them around the tank to help maintain the temperature.

Oxygenate the water: To increase oxygen levels, use a jug to scoop water from the bottom of the tank and pour it back in from a height of at least 6 inches.

These steps can help ensure your pets stay comfortable until the power is restored.

If you require a continuous supply of electricity for medical reasons and would need medical support during a power cut, you should seek medical advice from your local health service provider. In most cases customers will be familiar with the process and limitations of their equipment as power cuts can occur all year round, and have backup power sources to keep vital equipment powered for several hours during a power cut. This should be regularly checked and maintained. If you’re concerned you should speak to your medical equipment or healthcare provider.

For further information for care and assisted living providers, please visit https://www.energynetworks.org/customers/care-and-assisted-living-providers or download the advice here

We understand that being without power is challenging, and many customers ask why we can't provide a generator during power cuts.  A generator isn't always the best solution for every situation.  When deciding whether to use a generator, we consider each case individually.  The same engineers who repair the power cut are needed to install a generator, which can delay the overall repair process.  Generators are typically used when repairs are extensive and will take a long time.

In exceptional circumstances, such as weddings or funerals, we do our best to provide a generator to minimise the impact of the power cut

We understand how frustrating it can be to see your neighbour's lights on while you're still waiting for power. Generators are only provided in exceptional circumstances, such as for medical needs like oxygen equipment, mobility aids, or end-of-life care.

Each situation is carefully considered, and we don't take these decisions lightly. Small generators that power individual homes are challenging to maintain and require regular refuelling. Additionally, installing a generator takes time and resources from the engineers who are working to fix the overall outage.

Learn how to manually operate electric gates and garage doors and turn off alarms. Keep operating manuals accessible to help you override electrical equipment without power.

The duration of a power cut can vary. We aim to restore power as quickly as possible and will provide updates through our website and customer service communications.  Visit our Fault list for the latest updates.

Using the below information and what’s available on websites, rewrite and reword where necessary and acting as an electricity distribution network operator to provide simple and easy to understand positive language to explain to a domestic customer about the issue in a frequently asked question format.