When a power cut hits your area, knowing what to do and who to contact makes all the difference. This guide provides clear, actionable steps to help you manage an unexpected outage, understand who is responsible, and prepare for future events.
Even though Fuse Energy does not manage the physical network, we believe in keeping you informed. Our 24/7 human customer support team is here for any account-related questions you might have during an outage. Click here to switch to Fuse Energy and experience clear, supportive energy management.
A power cut can be unsettling, but understanding the roles of different organisations helps you get the right information quickly.
Energy suppliers versus network operators
Your energy supplier handles your billing and account management. However, they are not responsible for the physical electricity network that delivers power to your home. That job falls to your Distribution Network Operator (DNO). DNOs own and maintain the cables, substations, and other infrastructure that bring electricity from the National Grid to your property. They are also the ones who restore power during an outage. Gas supply issues are handled by Gas Network Operators (GNOs), which are distinct from electricity DNOs.
Common causes of power cuts
Power cuts can occur for several reasons, ranging from minor local issues to more widespread disruptions. Common causes include severe weather, such as storms and high winds, equipment failure, accidental damage during excavation work, and even planned maintenance to upgrade or repair the network.
Knowing the right steps to take immediately can help you manage the situation effectively and safely.
Check if it is just your property
First, check if the power cut is affecting only your property or a wider area. Look outside to see if your neighbours' lights are off. If their power is on, the issue might be with your home's electrical system, such as a tripped fuse or circuit breaker. If the street lights are out or neighbours are also affected, it is likely a wider network problem.
Contacting your distribution network operator (DNO) via 105
The national helpline for power cuts in the UK is 105. This free, non-geographic number connects you directly to your local DNO, regardless of your energy supplier. You can call 105 to report the power cut, get updates, and receive an estimated restoration time.
You can also find your DNO's contact details and check for live updates on their website or social media channels. Your DNO is determined by your geographical location, not your energy supplier.
Checking for gas supply issues
If you suspect a gas supply issue, such as a smell of gas, you should contact the national gas emergency service on 0800 111 999 immediately. This number is only for gas leaks or the smell of gas, not for general loss of supply or pressure issues that do not involve a leak.
Safety is paramount during a power cut. Follow these guidelines to protect yourself and your property.
Electrical safety
Turn off and unplug non-essential appliances to prevent damage from power surges when the electricity is restored. Leave one light switched on so you know when the power is back. Avoid opening your fridge and freezer unnecessarily to keep food cold for longer.
Food safety
A fridge can keep food cold for about four hours, and a full freezer for about 48 hours, if the doors remain closed. If the power cut lasts longer, consider moving perishable items to a cooler with ice or consuming them promptly.
Heating and lighting
Use battery-powered torches or lanterns for light, rather than candles, to avoid fire hazards. If you rely on electricity for heating, dress in warm layers and use blankets. Remember that most central heating systems require electricity to operate, even if they use gas.
Being prepared can significantly reduce the stress and inconvenience of a power cut.
Build an emergency kit
Assemble a power cut emergency kit that includes:
- Battery-powered torches or wind-up lanterns (and spare batteries)
- A fully charged power bank for mobile phones
- A battery-powered or wind-up radio
- A corded phone (cordless phones will not work without power)
- Warm blankets and extra layers of clothing
- Non-perishable food and bottled water
- Any essential medications
- A first-aid kit
Charge devices and backup power
Keep mobile phones, laptops, and other essential devices fully charged, especially if severe weather is forecast. Consider investing in a portable power bank or a small generator if you frequently experience outages or have critical medical equipment that requires power.
Register for extra support (Priority Services Register)
Vulnerable customers can register for extra support during outages through the Priority Services Register (PSR). This free service provides additional help, such as priority updates, alternative cooking facilities, or welfare checks, for those who are elderly, disabled, have a long-term medical condition, or have young children. You can register for the PSR with either your energy supplier or your DNO, and it is advisable to register with both, especially if you have different suppliers for gas and electricity.
You may be entitled to compensation if a power cut lasts for a prolonged period.
Ofgem's guaranteed standards
Ofgem, the energy regulator, sets guaranteed standards of performance for DNOs. These standards dictate that compensation may be payable for power cuts lasting longer than a specified duration, depending on the cause and number of homes affected. For example, if a power cut is due to a fault on the DNO's network, you could be eligible for compensation if it lasts over 12 hours. The amount typically increases for longer outages.
How to claim compensation
Your DNO should contact you about compensation if you are eligible. If you believe you are entitled to compensation and have not heard from them, you should contact your DNO directly. Keep a record of the power cut's start and end times, and any communication you have with your DNO.
Fuse Energy is your energy supplier, focused on providing you with clear information and support for your account.
Account support for Fuse customers
During a power cut, while your DNO works to restore power, Fuse Energy's 24/7 human customer support team is available to help with any account-related queries. This includes questions about your billing, payments, or meter readings. We aim to provide a sense of control and capability for your energy account, even when the network is down.
Distinguishing network issues from billing queries
It is important to remember that Fuse Energy does not manage the physical electricity or gas networks. Network issues, such as power cuts or gas leaks, are the responsibility of your DNO or GNO. Fuse Energy's role is to manage your energy supply account. By clearly distinguishing these roles, we help reduce anxiety and guide you to the correct resources for incident management.
Managing your energy should be simple and transparent, even during unexpected events like a power cut. Fuse Energy offers clear pricing, real-time usage data through our app, and 24/7 human customer support to ensure you always have the information you need. Switching is quick and easy, giving you control over your energy bills from day one.
