Power outage: what to do during a power cut

When the lights go out, knowing what to do can make all the difference. Power cuts, or power outages, can be disruptive, but with clear information and preparation, you can manage the situation effectively and stay safe. This guide provides actionable steps to navigate power cuts, from reporting an outage to understanding your rights.

Managing your home's energy can feel complex, but Fuse Energy aims to make it straightforward. While we can't prevent power cuts, we empower you with the knowledge to handle them. Click here to switch to Fuse Energy today and experience clear, modern energy management.

Understanding power outages in the UK

Power outages are an infrequent but unavoidable part of modern life. They can range from brief interruptions to prolonged periods without electricity.

What causes power cuts?

Power cuts can happen for various reasons, including severe weather like storms damaging overhead lines, equipment failure, or even unexpected faults in the underground network. Sometimes, outages are planned for essential maintenance or upgrades to the network, though you should receive advance notice in these cases.

Who is responsible for power outages?

In the UK, power outages are managed by Distribution Network Operators (DNOs), not your energy supplier. Your energy supplier (like Fuse Energy) handles your billing and sells you electricity, but they do not own or maintain the physical infrastructure that delivers power to your home. DNOs are responsible for the local electricity network, including cables, substations, and power lines, and are the first point of contact for power cuts. There are 14 DNO licence areas across Great Britain, managed by six main companies.

Immediate steps during a power cut

When a power cut occurs, a calm and methodical approach is best.

How to check if it's a localised outage

First, check if the power cut is affecting just your property or your wider area. Look outside to see if your neighbours' lights are off, or if streetlights are out. If your neighbours have power, the issue might be with your home's fuse box or trip switch. Understanding how to read your meter can also help identify if the problem is internal.

Finding and contacting your distribution network operator

If it's a wider outage, you need to contact your DNO. The easiest way to find your DNO is by entering your postcode on the Energy Networks Association (ENA) website. Alternatively, you can call 105, the free national power cut helpline, which will automatically connect you to your local DNO. This number works for England, Scotland, and Wales.

Reporting a power cut

When you contact your DNO, be prepared to provide your address and any details about what you observed, such as a loud bang or a flash of light. Many DNOs also offer live power cut maps and updates on their websites and social media channels, which can provide estimated restoration times.

Staying safe and comfortable during an outage

Safety is paramount during a power cut, followed by ensuring your comfort.

Essential safety precautions

• Switch off appliances: Turn off or unplug non-essential electrical appliances, especially those that were in use when the power went out. This prevents damage from power surges when electricity is restored and reduces the load on the network. Leave one light on so you know when power returns.
• Use safe lighting: Opt for battery-powered torches or lanterns instead of candles, which pose a fire risk.
• Check on vulnerable individuals: If you know neighbours or family members who are elderly, disabled, or rely on medical equipment, check on them to ensure they are safe and have support.

Keeping warm and ensuring food safety

• Stay warm: Wear extra layers of clothing and use blankets. Keep doors and windows closed to retain heat.
• Food safety: Keep fridge and freezer doors closed as much as possible. Food will stay safe for up to 4 hours in a refrigerator, 48 hours in a full freezer, and 24 hours in a half-full freezer, provided the doors remain closed.

Communication and connectivity

• Charge devices: Keep mobile phones and power banks charged, as you may lose access to landlines and internet during an outage.
• Battery-powered radio: A battery or wind-up radio can provide updates if mobile networks are affected.

Preparing for future power cuts

Preparation is key to minimising the impact of power cuts.

Building an emergency power cut kit

An emergency kit should include:

• Battery-powered torches or lanterns and spare batteries.
• A fully charged power bank for mobile phones.
• A battery or wind-up radio.
• Warm blankets and extra clothing.
• Non-perishable food and bottled water.
• Any essential medicines.
• A first-aid kit.
• A list of important phone numbers (including your DNO's 105 number).

Joining the Priority Services Register

The Priority Services Register (PSR) is a free service that provides extra support to vulnerable individuals during power cuts and other energy supply interruptions. You are eligible if you:

• Have reached State Pension age.
• Are disabled or have a long-term medical condition, including mental health conditions.
• Are recovering from an injury or recent hospital stay.
• Have a hearing or sight condition.
• Are pregnant or have young children.
• Rely on medical equipment that needs a power supply.
• Have experienced a recent bereavement or job loss.

Benefits can include priority support in an emergency, advance notice of planned power cuts where possible, an identification and password scheme for callers, the ability to nominate someone to receive communications, and accessible bills. You can sign up with your energy supplier and your DNO.

Smart home technology and power cuts

While smart home technology can enhance energy management, most devices rely on electricity and internet connectivity. During a power cut, smart devices may become inoperable. Consider backup power solutions for critical smart home systems if continuous operation is essential. For those considering upgrading, a smart meter installation can offer benefits beyond outage management, such as detailed usage tracking.

Your rights and compensation for power cuts

Ofgem, the energy regulator, sets guaranteed standards of performance for DNOs, including rules for compensation during power cuts.

Guaranteed standards of performance

DNOs are expected to restore power within specific timeframes. If these standards are not met, you may be entitled to compensation.

Eligibility for compensation

Compensation for power cuts is typically available if the outage lasts longer than a set period, which varies depending on the cause and the number of affected customers. For example:

• If your home is without power for more than 12 hours due to a fault affecting fewer than 5,000 premises, you could be eligible for £95.
• If more than 5,000 premises are affected, the threshold is often 24 hours for the same amount.
• Additional compensation of £45 may be available for each additional 12 hours without power, up to a total of £390 for normal weather conditions.
• You may also be eligible for £95 if you experience more than four power cuts in a year, each lasting at least three hours.

How to claim compensation

In most cases, compensation payments are made automatically by your DNO, usually by cheque. However, if you believe you are eligible and haven't received payment, you should contact your DNO directly. They will be able to advise on the specific process and any required information, such as your address and the date/time of the outage. Understanding these standards is part of understanding your energy bill and ensuring you receive fair treatment.

Power cuts can be unsettling, but knowing what to do and who to contact can make a big difference. Fuse Energy is committed to providing clear, reliable energy service and dedicated human customer support to help you manage your energy needs. Switch to Fuse Energy for straightforward pricing and a modern approach to home energy. Click here to get started.