Power cuts don’t happen very often but if the electricity network is damaged or develops a fault it’s our job to get your power back on. Our engineers work around the clock 24/7 to restore your power as quickly as is safely possible. If you live in London, the East or South East of England, then being on our Priority Services Register will ensure you will receive extra support if you experience a power cut.
Working with other utility companies
We work with other utility companies to provide extra support to customers in vulnerable circumstances. Watch our video to find out more.
We can also help you sign up to receive support from your local utility companies, just tick the box on our Priority Services Registration form confirming that you are happy for us to share your information with them.
What help should I expect from being on the Priority Services Register?
Support during a power cut:
- A priority number that you can call 24 hours a day
- Text and voice message alerts, letting you know when we are aware of a large power cut in your area
- Tailored support if needed such as home visits, hot meals, advice and keeping your friends and relatives updated
- Where possible we will send you text and voice messages when we expect severe weather to help you prepare
- In certain scenarios we may also offer a free hotel overnight and transport to the hotel
- For complex power cuts our community welfare teams provide on-site support which includes hot drinks, hot meals, a WIFI connection and charge points
- For your peace of mind, we can contact someone on your behalf and if you would like us to we can agree a security password to keep you safe
- We can put you in touch with an expert who can offer you advice on energy bills and energy saving tips
Who can sign up?
You can register if you or someone in your household:
- relies on medical equipment
- have refrigerated medicines
- have a serious or chronic illness
- have a disability
- is living with dementia
- are of pensionable age
- have children under five in your household
- have mental health difficulties
We recognise that people may also need support because of life-changing events such as bereavement, relationship breakdown, job loss, recovery from hospital treatment or living independently for the first time. If you or someone in your household is experiencing any of these circumstances, you can register to receive extra help on a temporary basis.
For more detail, visit the Citizens Advice page on getting support from your energy supplier.
Installing a smart meter
The electricity company who you pay your bills to can arrange to have a free smart meter fitted in your home. There are lots of benefits to having a smart meter including:
- We can get the right help to you more quickly during a power cut
- We automatically know when your power has gone off without you having to contact us
- We can check if your power is working without having to visit your home – and sometimes even resolve the issue over the phone