Power cuts in the UK are managed by local network operators, not your energy supplier, making it crucial to know who to contact for updates and resolution. Understanding this distinction can save you time and stress when the lights go out. While Fuse Energy doesn't manage the network, we believe in empowering you with clear information and a straightforward energy experience.
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Energy suppliers versus network operators
Energy suppliers, like Fuse Energy, handle your billing and customer service. They do not own or maintain the physical infrastructure that delivers electricity to your home. That responsibility falls to Distribution Network Operators (DNOs). This is a critical distinction: your energy supplier sells you the electricity, but your DNO delivers it.
The role of distribution network operators (DNOs)
DNOs are responsible for the poles, wires and substations that make up the electricity network in your area. If there is a power cut, it is their job to identify the fault, carry out repairs and restore your supply. Ofgem regulates energy networks and suppliers, ensuring DNOs provide reliable service and support vulnerable customers through the Priority Services Register (PSR). DNOs are legally obligated to restore power and provide information during outages.
Using the 105 national power cut helpline
The fastest way to get information about a power cut in Great Britain is to call 105, the free national helpline. This number connects you directly to your local Distribution Network Operator (DNO), regardless of who your energy supplier is. It is the go-to contact for reporting new outages or getting updates on existing ones.
Online tools and DNO websites
You can also check for power cuts online. The Energy Networks Association (ENA) provides an online postcode tool to help you identify your specific DNO. Once you know your DNO, visit their website or social media channels. Most DNOs have live power cut maps and incident trackers where you can see reported outages and estimated restoration times. This is how you can check if your power cut is already reported.
Checking your neighbours and local area
Before contacting your DNO, it is a good idea to quickly check if your neighbours are also affected. If their power is also off, it confirms a wider local outage. If only your property is without power, the issue might be specific to your home's internal wiring or fuse box, in which case you might need to contact a qualified electrician.
When and how to report an outage
If you have confirmed a power cut in your area and it is not yet listed on your DNO's website, you should report it. The quickest way is to call 105. Many DNOs also offer online reporting tools through their websites. When reporting, provide as much detail as possible, including your postcode and any observations about the outage (e.g., flickering lights before it went out, or if you heard a loud bang).
Receiving status updates
After reporting, your DNO will typically provide you with a reference number. You can use this to get updates via their website, social media or by calling 105 again. They will often provide estimated restoration times, though these can change as the situation develops. Do not expect specific restoration times, as these are variable and managed by DNOs.
Safety first: essential precautions
During a power cut, safety is paramount. Turn off and unplug non-essential appliances to prevent damage when the power returns. Leave one light on so you know when the power is restored. Avoid opening your fridge or freezer unnecessarily to keep food cold for longer. If you use medical equipment that relies on electricity, ensure you have a backup plan in place.
Preserving food and managing appliances
Keep fridge and freezer doors closed as much as possible to maintain their temperature. Use battery-powered torches instead of candles to avoid fire hazards.
Preparing for future outages
Being prepared can significantly reduce stress during a power cut. Keep a power cut kit ready, including torches, spare batteries, a portable power bank for charging phones and a battery-powered radio. Consider having a corded phone, as cordless phones will not work without electricity.
Understanding the Priority Services Register (PSR)
The PSR offers free extra help and support to eligible vulnerable customers during power cuts and other energy supply interruptions. This can include priority support in an emergency, advance notice of planned power cuts where possible, and an identification and password scheme so you can be confident a caller or visitor is genuine.
Eligibility and how to register
You may be eligible for the PSR if you are of State Pension age, are pregnant or have young children, have a disability or long-term medical condition (including mental health), or use medical equipment that relies on electricity. This list is not exhaustive, and any situation where you might need extra support during an outage means you should consider registering. You can register with your energy supplier or directly with your DNO.
Navigating power cuts is just one part of managing your home's energy. At Fuse Energy, we aim to make your entire energy experience simpler and more transparent. We offer clear pricing, real-time usage data through our app, and 24/7 human customer support to help you whenever you need it. Switching to Fuse is quick and easy, allowing you to take control of your energy bills and understand your consumption better. Click here to switch to Fuse Energy today and discover a smarter way to manage your home's energy. You can also learn more about our mission to transform the energy landscape here.
