Power cut in my area: what to do

A power cut can be unsettling, but knowing the right steps to take can help you manage the situation safely and efficiently. This guide will walk you through identifying the cause, reporting the outage, and keeping your household safe until power is restored. Fuse Energy aims to be the most trusted and empowering guide for UK adults experiencing a power cut, by clearly demystifying the process and leveraging Fuse's commitment to customer support.

Understanding power cuts and who to contact

When your lights go out, it's crucial to understand who is responsible for restoring power and who to contact.

Energy supplier vs network operator

Many people mistakenly contact their energy supplier, like Fuse Energy, when they experience a power cut. However, energy suppliers are responsible for billing and customer service related to your account, not for fixing power cuts or maintaining the local electricity network.

The responsibility for the physical electricity network - the cables, wires, and substations that bring electricity to your home - lies with your Distribution Network Operator (DNO). DNOs are the companies that manage and maintain the local grid infrastructure and are the ones who fix power cuts. You cannot choose your DNO; it's determined by your geographical location.

The national 105 service

To simplify reporting and getting updates during a power cut, the national emergency number for electricity outages in the UK is 105. This free service connects you directly to your local DNO, regardless of who your energy supplier is. You can call 105 from most landlines and mobile phones in England, Scotland, and Wales.

The 105 service also has an accompanying website, powercut105.com, which provides information on what to do during an outage and a tool to look up your DNO by entering your postcode. This website is operated by the Energy Networks Association (ENA), which represents UK energy network operators.

What to do immediately when the power goes out

Your first actions can help you determine the cause of the outage and ensure safety.

Check your neighbours and fuses

Before contacting anyone, quickly check if the power cut is affecting just your property or a wider area.

• Check your fuse box: Locate your fuse box (usually near your electricity meter) and see if any trip switches have flipped to the 'off' position. If so, the fault is likely internal. Turn off all appliances, reset the main switch, then switch on smaller switches one by one to identify the faulty circuit or appliance.
• Look outside: See if your neighbours' homes have power or if streetlights are off. If they do, the issue might be isolated to your property. If the whole street is dark, it's likely a network power cut.

Reporting the power cut to your DNO

Once you've confirmed it's a wider power cut, report it to your DNO.

• Call 105: This is the quickest way to connect with your local DNO.
• Online: Visit powercut105.com and enter your postcode to find your DNO's website, where you can often report the outage and track updates online. Reporting online can sometimes be faster than calling.
• Stay updated: Your DNO will provide estimated restoration times and updates. Keep a battery or wind-up radio handy, as internet and mobile signals can be affected during prolonged outages.

Staying safe and managing during an outage

Safety is paramount during a power cut. Follow these tips to protect yourself, your family, and your home.

Electrical safety tips

• Turn off and unplug appliances: Switch off or unplug non-essential appliances, especially those that could be hazardous if they come back on unattended, like irons, ovens, or electric fires. This also protects sensitive electronics like TVs and computers from potential power surges when electricity is restored.
• Leave one light on: Keep one light switch in the 'on' position (or a lamp plugged in) so you know immediately when power is restored.
• Avoid damaged equipment: Stay well clear of damaged power lines or substations and report them immediately by calling 105, or 999 if there's an immediate danger to life.
• Torches over candles: Use battery-operated or wind-up torches instead of candles to minimise fire risk.

Food and appliance considerations

• Keep fridge and freezer doors closed: A closed refrigerator can keep food cold for up to 4 hours, and a full freezer can maintain its temperature for up to 48 hours (24 hours if half-full). Avoid opening them unnecessarily to trap the cold air inside.
• Monitor temperatures: Use a fridge thermometer to check if the temperature rises above 8°C. If it does, consume perishable foods within four hours.
• Outdoor storage: If the outdoor temperature is below 8°C, you can safely store chilled foods outside in sealed containers, away from direct sunlight and animals.

Keeping warm and connected

• Layer up: Wear warm clothing and use blankets to stay warm, especially if your heating relies on electricity.
• Stay connected: Charge mobile phones and power banks when power is available, especially if severe weather is forecast. Keep important phone numbers written down, including 105, in case your phone battery dies or mobile signal is lost.
• Gas hobs: If you have a gas hob, you can still use it for cooking. Modern gas hobs often need electricity for the igniter, but you can light them manually with a match or gas lighter.

Support for vulnerable customers: the Priority Services Register

The Priority Services Register (PSR) is a free service that provides extra help and support to vulnerable customers during power cuts and other energy supply interruptions.

Who is eligible for the PSR?

You may be eligible for the PSR if you:

• Are of state pension age (66+) or older.
• Are pregnant or have young children (aged 5 or under).
• Have a disability or long-term health condition (including mental health conditions).
• Have sight, hearing, or speech impairments.
• Rely on medical equipment that uses electricity.
• Are recovering from an injury or recent hospital stay.
• Have recently experienced a bereavement or job loss.
• Are in any other situation where you might need extra assistance during an outage.

Eligibility is not strictly assessed; if you feel you would benefit from additional support, you should register(https://www.ofgem.gov.uk/energy-advice-households/getting-extra-help-priority-services-register).

How to register for extra support

You can sign up for the PSR by contacting your local DNO or your energy supplier. Each keeps its own register. Fuse Energy encourages all eligible customers to register for the PSR to ensure they receive the support they need. When registering, you may be asked for:

• A secondary phone number (optional).
• An alternative contact's name and phone number (optional).
• The alternative contact's full address (optional).
• The reason for needing PSR support (e.g., reliance on medical equipment).

Once registered, you may receive advance notice of planned power cuts and get priority support during unplanned outages.

Preparing for future power cuts

Being prepared can significantly reduce the stress and impact of a power cut.

Emergency kit essentials

An emergency kit should contain items to keep you safe, warm, and connected for at least 72 hours. Consider including:

• Lighting: Battery-operated or wind-up torches, with spare batteries.
• Communication: A fully charged power bank for mobile phones, charging cables, and a battery-powered or wind-up radio for updates.
• Food and water: Three days' supply of bottled water (at least 2 litres per person per day) and non-perishable food that doesn't require cooking, along with a manual tin opener.
• Warmth: Blankets, warm clothing, and hot water bottles.
• First aid: A well-stocked first aid kit and any essential medications.
• Important documents: Copies of insurance policies, identification, and emergency contact numbers.
• Cash: Some cash, as card machines may not work.
• Baby and pet supplies: Any specific items needed for infants or pets.

Store your kit in an easily accessible place, ideally where you can find it in the dark.

Smart home devices and back-up power

While smart home devices can enhance convenience, many rely on electricity and Wi-Fi. Consider simple, non-electric alternatives for essential functions. For those with specific needs, portable power stations can provide temporary backup for charging devices or running small medical equipment.

What to do for a gas supply issue

Gas supply issues are entirely separate from electricity power cuts and are handled by different networks and emergency services.

Identifying a gas emergency

A gas emergency typically involves a gas leak or loss of gas supply. The most common sign of a gas leak is the distinctive smell of rotten eggs. Other indicators include:

• Hissing or roaring sounds near gas appliances or pipes.
• Dead or discoloured vegetation over or near a gas pipeline.
• Bubbles in standing water over a gas line.
• Abnormal pressure (high/low flame) or no gas in all your gas appliances.
• Physical symptoms such as dizziness, fatigue, nausea, or headaches, which could indicate carbon monoxide poisoning.

Reporting a gas leak or outage

If you suspect a gas leak or have a gas supply issue, act immediately:

1. Evacuate: If you smell gas inside your property, open all doors and windows, turn off the gas at the mains tap if safe to do so, and evacuate everyone from the building. Do not switch electrical items on or off, or light any flames.
2. Call the national gas emergency service: From a safe location (e.g., a neighbour's house or outside), call the National Gas Emergency Service on 0800 111 999. This number is free and operates 24/7. They will dispatch an emergency gas engineer to investigate and make the situation safe. Do not assume someone else has called.

Fuse Energy provides 24/7 human customer support for account-related queries, but for immediate power cuts, contact 105. For gas emergencies, always call 0800 111 999.