Power cut: preparation, safety, and compensation

A power cut can disrupt daily life, but understanding what to do before, during, and after an outage can keep you safe and prepared. This article provides practical advice on managing electricity interruptions, from immediate safety steps to claiming compensation.

Preparing for a power cut can help you manage unexpected disruptions. Fuse Energy aims to provide clear, reliable service and responsive customer support through the app, helping you stay in control of your home energy. Click here to switch to Fuse Energy today.

Understanding power cuts

Power cuts, also known as power outages, are interruptions to your electricity supply. While the UK has a resilient electricity system, outages can still occur. Most are short-lived and localised, but some can be more widespread or prolonged, especially during severe weather.

Common causes of power cuts

Power cuts typically stem from several factors. Severe weather, such as high winds, flooding, or lightning, can damage overhead lines, substations, and other electrical infrastructure, leading to outages. Equipment failure, like issues with transformers or cables, is another frequent cause. Third-party damage, perhaps from excavation work hitting underground cables, can also trigger interruptions. Sometimes, power cuts are planned for essential maintenance or upgrades, though network operators usually provide advance notice.

Who is responsible for your electricity supply?

It is crucial to understand that your energy supplier, like Fuse Energy, is responsible for your billing and customer service. However, the physical electricity network infrastructure - the cables, pylons, and substations that deliver power to your home - is maintained by your Distribution Network Operator (DNO). DNOs are legally responsible for maintaining the local electricity network and restoring power during an outage. Your DNO is not the same as your energy supplier.

Preparing for a power cut

Taking a few simple steps before a power cut can significantly reduce disruption and ensure your safety.

Build an emergency kit

An emergency kit is essential. It should include:

• Torches and spare batteries: These are safer than candles for lighting.
• Portable power bank: Keep it charged to power mobile phones and other essential devices.
• Battery-powered or wind-up radio: Useful for staying informed if mobile networks are down.
• Warm blankets and extra layers of clothing: To stay warm if heating is affected.
• Non-perishable food and bottled water: Include items that do not require cooking or refrigeration.
• Any essential medicines or baby supplies.

Know your network operator and the 105 helpline

The national helpline number for reporting power cuts in Great Britain is 105. This free service connects you directly to your local DNO, regardless of who your electricity supplier is. Save this number in your phone and keep it written down somewhere accessible, as you may not have mobile signal during an outage. You can also find your network operator by postcode using the Energy Networks Association's "Find my network operator" tool.

Protect your appliances

Power surges can occur when electricity is restored, potentially damaging sensitive electronics. Unplug non-essential appliances like TVs and computers during a power cut to protect them.

What to do during a power cut

Staying calm and taking the right actions can help you manage safely until power is restored.

Prioritise safety

• Check if neighbours have power: This helps determine if the outage is localised to your property or more widespread.
• Turn off and unplug appliances: Switch off and unplug electrical appliances, especially those that were in use, to prevent damage from power surges when electricity returns. Leave one light on so you know when power is restored.
• Avoid damaged equipment: Stay well clear of fallen power lines or damaged electrical equipment. Electricity at high voltages can jump gaps without warning.
• Use safe lighting: Rely on torches or battery-powered lanterns instead of candles to minimise fire risk.

Stay informed

Contact your DNO by calling 105 to report the power cut and get updates on estimated restoration times. Many DNOs also offer online power cut maps and text message updates.

Food safety during an outage

Keep fridge and freezer doors closed as much as possible to maintain cold temperatures. A full freezer can keep food frozen for about 48 hours, while a half-full freezer lasts around 24 hours. A refrigerator will keep food cold for about four hours if unopened. Discard any perishable food that has been at room temperature for two hours or more once power is restored.

Managing without gas supply

Electricity power cuts typically do not affect your gas supply, as gas and electricity networks are separate. If you have a gas cooker or boiler, it may still work if it does not require an electrical ignition or a powered thermostat. However, if you suspect a gas supply issue, such as a smell of gas, contact the National Gas Emergency Service on 0800 111 999 immediately.

After the power is restored

Once the lights come back on, take a few steps to ensure everything is working correctly and to understand your rights.

Check your appliances

Plug appliances back in gradually to avoid overloading the system. Check your fridge and freezer for food spoilage.

Claiming power cut compensation

You may be entitled to compensation if your power cut lasts longer than a specified period, as set out by Ofgem's Guaranteed Standards of Performance. For unplanned power cuts affecting fewer than 5,000 properties, you could receive £100 if your supply is off for more than 12 hours. If more than 5,000 properties are affected, this compensation applies if your power is off for more than 24 hours. You could also receive an additional £45 for each further 12-hour period without power, up to a maximum of £390. If your power is cut off more than four times in a year (between 1 April and 31 March), each lasting at least three hours, you may be eligible for an extra £100. You typically claim this directly from your DNO, not your energy supplier.

Extra support: the Priority Services Register

The Priority Services Register (PSR) is a free support service for vulnerable customers, mandated by Ofgem, which energy suppliers and network operators must offer. Registering ensures you receive extra help during power cuts and other supply interruptions.

Who is eligible?

You may be eligible for the PSR if you:

• Have reached State Pension age (66+).
• Are pregnant or have young children (aged five or under).
• Have a disability or long-term medical condition, including mental health conditions.
• Rely on medical equipment that requires a power supply.
• Have conditions affecting your sight, hearing, or sense of smell.
• Are recovering from an injury or recent hospital stay.
• Have recently been bereaved or lost your job.

Eligibility is based on circumstances, so even temporary situations can qualify you for support.

How to register

You can register for the PSR with your energy supplier and your DNO. You will need to provide some information, such as a secondary phone number, an alternative contact's details, and the reason for needing extra support.

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