Experiencing a power cut can be disruptive, but knowing the right steps can help you manage the situation safely and efficiently. This guide provides clear, actionable information, empowering you with comprehensive knowledge and steps, regardless of your energy supplier or Distribution Network Operator (DNO).
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When your lights go out, it is crucial to understand who is responsible for restoring your power and what might have caused the outage.
Who is responsible for your power supply?
In the UK, the electricity network is maintained and restored by DNOs, not your energy supplier. Energy suppliers, such as Fuse Energy, are responsible for billing and customer service related to your energy usage, but they do not fix power cuts or manage the physical electricity network. Your DNO is the company that owns and operates the power lines and cables in your region.
What causes power cuts?
Power cuts can occur for various reasons, ranging from severe weather conditions like storms and high winds damaging overhead lines, to equipment failures and faults within the network. Sometimes, planned maintenance work can also lead to temporary outages, though these are usually communicated in advance.
When the power goes out, follow a clear process to assess the situation and get help.
Check your home first
Before contacting anyone, quickly check if the power cut is isolated to your property or affecting your neighbours. Look out of your window to see if other homes on your street are also without power. Check your fuse box for tripped switches; sometimes, an internal electrical fault can cause a localised outage. If your neighbours have power or a switch is tripped, the issue might be within your home, and you may need to contact a qualified electrician.
Finding your distribution network operator (DNO)
If the outage appears to be widespread, you need to identify your DNO. Your DNO is determined by your postcode and is not related to your energy supplier. You can find your DNO by checking a recent electricity bill, using the national 105 helpline, or by using the Energy Networks Association (ENA) 'Find my network operator' tool online.
Using the 105 national power cut helpline
The national power cut helpline in the UK is 105, and it is free to call from a landline or mobile phone. This number connects you directly to your local DNO, allowing you to report an outage or get updates on an existing one. It is the primary point of contact for all electricity power cut issues, and should be used instead of calling your energy supplier.
Checking online outage information
Many DNOs offer online tools where you can enter your postcode to find your network operator and potentially view information about reported outages in your area. These tools can help you stay informed after contacting 105.
Safety is paramount during a power cut. Taking the right precautions can prevent accidents and minimise discomfort.
Essential safety precautions
- Unplug appliances: Turn off and unplug non-essential electrical appliances to prevent damage from power surges when the electricity returns. Leave one light on so you know when power is restored.
- Avoid open flames: While candles provide light, they pose a fire risk. Use battery-powered torches or lanterns instead. If you must use candles, place them in sturdy holders away from flammable materials and never leave them unattended.
- Carbon monoxide safety: Never use gas barbecues, camping stoves, or other outdoor heating or cooking appliances indoors, as they can produce dangerous levels of carbon monoxide. Ensure any gas appliances you do use indoors are properly ventilated and maintained.
Food safety and appliances
Keep your fridge and freezer doors closed as much as possible to maintain their temperature. A full freezer can keep food frozen for up to 48 hours, while a half-full freezer will last about 24 hours. A refrigerator will keep food cold for around four hours if unopened. When power returns, check perishable foods for spoilage before consuming them.
Heating and lighting alternatives
During colder months, a power cut can also mean a loss of heating. Dress in warm layers and use blankets to stay comfortable. If you have a gas central heating system, it may not work without electricity to power the pump and controls. For lighting, rely on battery-operated devices.
Once the power is restored, there are a few steps you should take.
Safely restoring your appliances
When the power comes back on, do not switch all your appliances back on at once. This can cause a power surge and potentially trip your circuit breakers again. Instead, turn them on gradually, starting with essential items. Wait a few minutes between switching on each appliance.
Understanding your compensation rights
You may be entitled to compensation for power cuts lasting longer than a specified period. Ofgem, the energy regulator, sets Guaranteed Standards of Performance for DNOs. The exact rules and amounts can vary, so check your DNO's website or the Ofgem guidelines for the latest information.
Support for vulnerable customers: the Priority Services Register
Vulnerable customers can register for the Priority Services Register (PSR) to receive additional support during power cuts. This free service is provided by DNOs and energy suppliers. Eligibility includes people of State Pension age, those with a disability or long-term medical condition, or those with young children. Registering ensures you receive extra help, such as priority updates and advance notice of planned power cuts where possible. You can register by contacting your energy supplier or your DNO directly.
Being prepared can significantly reduce the impact of a power cut.
Building an emergency kit
Assemble a basic emergency kit that includes:
- Battery-powered torches or lanterns (and spare batteries).
- A fully charged power bank for mobile phones.
- A battery-powered radio for news and updates.
- A corded telephone (cordless phones won't work without power).
- Warm blankets and extra layers of clothing.
- Any essential medicines and a basic first-aid kit.
- Bottled water and non-perishable food items.
Charging devices and backup power
Keep essential devices, such as mobile phones and laptops, fully charged, especially if severe weather is forecast. Consider investing in a portable power bank or a car charger to keep devices running during an extended outage.
Knowing your home's electrical system
Familiarise yourself with your home's fuse box and the location of your main electricity switch. This can be helpful in an emergency.
Managing your energy bills should be clear and easy to understand. Fuse Energy focuses on straightforward pricing, so you can see exactly what you're paying without unnecessary complexity. If you have a smart meter, you can view detailed usage data through the app or website, helping you understand how you can lower your bills. Our 24/7 human support team is always on hand with fast response times of under 5 minutes whenever you need help. Click here to switch to Fuse Energy today. Find out about our mission by clicking here.
