If your lights have gone out, or you are worried about a potential power cut, knowing exactly what to do and who to contact in the UK can save you time and stress. This article will walk you through the steps to identify, report, and manage a power cut, ensuring you stay safe and informed.
Managing your energy account should be straightforward, even during unexpected events like a power cut. Fuse Energy provides a transparent app for managing your energy account and offers 24/7 human customer support for account-related queries. While Fuse cannot fix power cuts or provide live outage maps, we aim to empower you with clear, actionable information about what to do when an outage occurs. Click here to switch to Fuse Energy today.
Navigating a power cut begins with understanding the different roles within the energy industry. It is a common misconception that your energy supplier is responsible for fixing outages, but that is not the case.
Your energy supplier vs your distribution network operator (DNO)
When a power cut hits, your first instinct might be to call your energy supplier. However, energy suppliers are responsible for your billing and customer service, not the physical electricity network. The companies that maintain the power lines and infrastructure, and resolve power cuts, are called Distribution Network Operators (DNOs). These are the entities responsible for ensuring the reliable delivery of electricity to homes, which on average use around 2,500 kWh per year for electricity and 9,500 kWh for gas, as per Ofgem's Typical Domestic Consumption Values (TDCVs) effective from 1 July 2026.
The role of the 105 national helpline
For any power cut in Great Britain, the national emergency helpline is 105. This free-to-call number connects you directly to your local DNO, regardless of who your energy supplier is. It is the quickest way to report an outage or get updates on an existing one. Ofgem, the UK's energy regulator, oversees the energy market, including the responsibilities of DNOs and the provision of the 105 helpline.
Determining the cause and extent of a power cut involves a few simple checks before contacting your DNO.
First steps: is it just your property?
Before contacting anyone, quickly check if the power cut is isolated to your property. Look at your fuse box or trip switch; if it is tripped, reset it. If the power returns, the issue is likely internal. If not, check if your neighbours' lights are off or if streetlights are out. This helps determine if it is a localised fault or a wider network issue.
Using the 105 helpline and DNO websites
If you suspect a wider power cut, call 105 immediately. You can also visit your local DNO's website, as many offer online power cut checkers and live outage maps. To find your specific DNO, the Energy Networks Association (ENA) provides a postcode checker on its website that will direct you to the right company. Once you have reported the power cut, note any reference numbers or estimated restoration times provided.
Why your neighbour might have power (and you do not)
It can be frustrating if your power is out but your neighbour's is not. This usually means the fault is very localised. It could be an issue with the service cable connecting your property to the main network, a problem with your internal wiring, or a specific Fuse or circuit breaker within your home. Your DNO can investigate network-related localised faults, but internal issues require a qualified electrician. Understanding your energy usage with a smart meter can sometimes help identify patterns, but it will not prevent or diagnose a power cut.
Once you have established there is a power cut, taking immediate action can ensure your safety and minimise disruption.
Immediate safety advice
Safety is paramount during a power cut. Turn off and unplug non-essential appliances to prevent damage when power is restored. Keep a torch handy and avoid using candles, which pose a fire risk. If you use medical equipment that relies on electricity, ensure your backup power is engaged, or follow your pre-arranged emergency plan. For gas emergencies, such as a gas leak or smell of gas, call the National Gas Emergency Service on 0800 111 999 immediately.
Preserving food and staying warm
Keep your fridge and freezer doors closed as much as possible to preserve food. A full freezer can keep food frozen for up to 48 hours, while a fridge will stay cold for about four hours. Dress in layers and use blankets to stay warm, especially in colder months.
Communication and updates
Keep your mobile phone charged, or have a power bank ready, to stay updated. Your DNO will provide estimated restoration times via the 105 helpline or their website. Only call 105 again if your situation changes significantly or if you have new information to report.
Certain customers may require additional support during a power cut. Planning ahead can make a critical difference.
The Priority Services Register (PSR)
If you are of State Pension age, disabled, have a long-term medical condition, or are considered vulnerable, you can register for the Priority Services Register (PSR). This free service ensures you receive extra support during power cuts, such as priority updates and an identification and password scheme for visitors. Both your energy supplier and your DNO maintain a PSR. You can find more information on energy bill support for vulnerable customers.
Managing medical equipment during an outage
For those reliant on electricity for medical equipment, registering for the PSR is crucial. However, proactive planning is also vital. Always have a backup power source, such as a portable generator or uninterruptible power supply (UPS), and ensure it is regularly tested. Keep essential medical supplies easily accessible and have a plan for where you can go if an extended outage makes your home unsafe or unsuitable for your medical needs. Ensure you provide details of your specific requirements when registering for the PSR, such as reliance on medical equipment or specific vulnerabilities.
A little preparation can go a long way in reducing the impact of future power cuts.
Building an emergency kit
An emergency kit can make a significant difference during an unexpected power cut. Include torches with spare batteries, a battery-powered radio, a power bank for charging phones, a first-aid kit, bottled water, and non-perishable food items. Keep it in an easily accessible place.
Developing a power cut plan
Beyond a kit, a plan helps everyone in your household know what to do. Identify a safe meeting point, ensure everyone knows how to contact the DNO via 105, and discuss how to check for internal faults. If you have vulnerable family members, ensure their specific needs are integrated into the plan.
Understanding and preparing for power cuts is an important part of managing your home energy. Fuse Energy is committed to providing you with clear information and support, even for issues outside our direct control. With our transparent app and 24/7 human customer support, you can manage your energy account with confidence.
