Power cut in my area: what to do

Experiencing a power cut can be unsettling, but knowing what to do and who to contact can make all the difference. This guide provides clear, actionable steps for residents facing an electricity outage, from checking if it is a local issue to understanding your rights regarding compensation.

When the lights go out, your first thought might be to call your energy supplier. However, power cuts are managed by different companies entirely. Fuse Energy handles your billing and customer service, but we do not manage the physical network.

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Understanding power cuts: who to contact

Is it just my property?

Before doing anything else, quickly check if the power cut is affecting just your home or a wider area. Look outside to see if your neighbours' lights are off, or if streetlights are out. If it is only your property, the issue might be with your home's fuse box or trip switch. Check your fuse box, usually near your electricity meter, to see if a Fuse has tripped. If it is in the 'Off' position, turn off anything plugged into the sockets and then try to switch it back to 'On'.

Your distribution network operator (DNO) explained

In Great Britain, the companies responsible for maintaining the electricity network and restoring power are called Distribution Network Operators (DNOs), not your energy supplier. DNOs own and operate the physical infrastructure - the cables, substations, and power lines - that bring electricity from the National Grid to your property. There are 14 licensed DNOs in Great Britain, operated by six main groups, covering different geographical regions. These are regulated by Ofgem, which sets standards for their performance. You can find out who your local DNO is by entering your postcode on the Energy Networks Association's (ENA) website or by checking your electricity bill.

Calling 105: the national power cut helpline

The easiest way to report a power cut or get updates is by calling 105. This free, national helpline connects you directly to your local DNO, regardless of who your energy supplier is. It is available 24/7 and is the recommended number for any power cut issues.

Immediate steps when your power goes out

A power cut can happen without warning, but a few quick actions can help keep you safe and informed.

What to do first

Once you have established it is a power cut and not a tripped Fuse, switch off all electrical appliances that should not be left unattended, such as ovens, irons, and electric fires. This prevents them from coming back on unexpectedly when power is restored, which could be a safety hazard or damage sensitive equipment. Leave one light on so you know when the power returns. Unplug sensitive electronics like TVs and computers to protect them from potential power surges.

Reporting a power cut

After taking initial safety steps, contact your DNO. The quickest way is to call 105, which will put you through to them directly. You can also visit your DNO's website, as many offer online tools or live maps for reporting and tracking outages. Even if you think others have reported it, it is always best to make the call yourself.

Staying safe during a power cut

Safety is paramount during a power cut, especially regarding electricity, food, and keeping warm.

Electrical safety

Never touch fallen power lines and always assume they are live. Keep a safe distance and report them immediately by calling 105 or, if there is an immediate risk to life, 999. Avoid opening your fridge or freezer unnecessarily to keep food cold for longer.

Food safety

Most modern freezers can keep food frozen for up to 12 hours if left unopened. For fridges, try to keep the door closed as much as possible. If you have medication that needs refrigeration, consider a mini-fridge or a plan with your pharmacy.

Heating and lighting

Without electricity, most gas boilers will not work, so you will likely lose central heating. Dress in warm layers and close curtains and doors to retain heat. Use battery-powered torches or wind-up lanterns for light instead of candles, which pose a fire risk.

Getting updates and what to expect

Staying informed during a power cut can reduce anxiety and help you plan.

How DNOs provide updates

Your DNO will typically provide updates through their website, social media channels, and recorded messages on their helpline. Many also offer text message alerts if you sign up. They aim to keep you informed about the cause of the outage and estimated restoration times.

Understanding restoration times

The duration of a power cut depends on its cause. Many outages are brief, lasting only a few minutes. However, if there is significant damage to the network, such as during a storm, repairs can take longer. DNOs work around the clock to restore power as quickly and safely as possible.

What if there is no gas supply?

While less common, a gas supply interruption is handled by your Gas Network Operator (also known as a Gas Transporter), not your electricity DNO. If you smell gas or suspect a leak, call the National Gas Emergency Service on 0800 111 999 immediately.

Power cut compensation and your rights

You might be entitled to compensation if a power cut lasts for a certain period.

Eligibility for compensation

Compensation rules are set by Ofgem and vary depending on the cause and duration of the power cut, as well as the number of affected properties.

For an unplanned power cut affecting fewer than 5,000 premises, you could receive £95 if your power is off for more than 12 hours, with an additional £45 for every subsequent 12 hours. If more than 5,000 premises are affected, compensation typically starts after 24 hours, with £95 payable, and an additional £45 for every subsequent 12 hours, up to a maximum of £390. If your home is cut off more than four times in a financial year (1 April to 31 March) for at least three hours each time, you might also be entitled to £95.

How to claim

In many cases, your DNO should contact you and pay compensation automatically within 10 working days. However, if you have not received payment or believe you are eligible, you should contact your DNO to make a claim. There is usually a time limit, often one month from the start of the power cut, to submit your claim.

Preparing for future power cuts

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

Essential power cut kit

Consider assembling an emergency kit with essentials such as:

• Battery-powered or wind-up torches (and spare batteries)
• A battery or wind-up radio for updates
• A portable phone charger or power bank
• Bottled water and non-perishable food that does not require cooking
• Any essential medication
• A paper copy of important contact numbers, including 105 and your DNO's direct line

Registering for priority Services

If you are of State Pension age, disabled, have a long-term health condition (including mental health), are pregnant, or have young children (under five), you may be eligible for the Priority Services Register (PSR). This free service provides extra help and support during a power cut, such as advance notice of planned power cuts, priority support in an emergency, and an identification and password scheme for callers or visitors. You can sign up by contacting your local DNO or energy supplier.

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