Power cuts: who to call and what to do

When the lights go out, it is natural to seek immediate, accurate information on what is happening, who to contact, and what steps to take. The crucial first step is understanding that your energy supplier, like Fuse Energy, is not responsible for fixing power cuts; that job falls to your Distribution Network Operator (DNO).

Understanding the distinction between your energy supplier and your DNO is vital for getting quick and accurate information during a power cut. Contacting your energy supplier for an outage will only delay you, as they will simply redirect you to your DNO. Your DNO is the only entity that can provide real-time updates on the status of a power cut in your area, estimated restoration times, and safety advice.

Navigating a power cut can be stressful, but understanding the roles of different energy providers can help. Fuse Energy aims to provide clear information and support, even for issues outside its direct control. We empower our customers with the knowledge to handle energy-related situations effectively. Click here to switch to Fuse Energy today.

Understanding power cuts: DNOs versus suppliers

When the lights go out, it is easy to assume your energy supplier is the one to call. However, the UK energy market separates the sale of energy from the maintenance of the physical network that delivers it.

The role of your distribution network operator (DNO)

Your DNO is responsible for the electricity cables, power lines, and substations that bring electricity to your home. They maintain the physical network and are the ones who restore power during an outage. There are several DNOs across the UK, each covering a specific geographical region. They are responsible for fixing faults, carrying out planned maintenance, and ensuring the safety and reliability of the electricity supply. The national emergency helpline number for power cuts is 105, which will connect you directly to your local DNO.

Your energy supplier's role during an outage

Energy suppliers, such as Fuse Energy, handle your billing, customer service, and the sale of electricity and gas. While they are your primary contact for account-related queries, they do not own or operate the electricity network. This means they cannot provide real-time updates on power cuts or send engineers to fix the problem. Fuse Energy empowers customers with clear information by directing them to the correct resources.

How to find out about a power cut in your area

Getting timely information during an outage can reduce stress and help you plan. Here is a step-by-step guide to finding out about a power cut.

Confirming a local outage

Before contacting anyone, quickly check if your neighbours are also affected. If their power is also out, it confirms a local power cut rather than an issue specific to your property's internal wiring. If your neighbours have power, the problem might be with your fuse box or internal electrics, and you may need to contact a qualified electrician.

Using the energy networks Association (ENA) postcode checker

The quickest way to identify your local DNO and access their services is through the Energy Networks Association (ENA) postcode lookup tool. This online tool allows you to enter your postcode and instantly find out which DNO is responsible for your area. Once identified, you can visit their website for live updates or use the national helpline.

Contacting your DNO directly

Once you know your DNO, you have two main ways to get information:

1. Call 105: This free national helpline will connect you directly to your DNO. You can report a power cut, get updates on existing outages, and receive safety advice.
2. Visit your DNO's website: Each DNO operates a website with a dedicated power cut section, often featuring live outage maps and postcode checkers for detailed, real-time information.

What to do during a power cut

A power cut can be disruptive, but taking the right steps can ensure your safety and minimise inconvenience.

Safety first: essential steps

• Switch off and unplug appliances: Turn off and unplug non-essential electrical appliances, especially those that might pose a fire risk or be damaged by a power surge when electricity is restored. Leave one light on so you know when the power is back.
• Check on vulnerable people: If you know of neighbours or family members who are elderly, ill, or have young children, check if they are okay and offer assistance.
• Avoid opening fridges and freezers: Keep fridge and freezer doors closed to maintain their temperature for as long as possible, preserving food.
• Never touch fallen power lines: Stay well clear of any damaged electrical equipment or fallen power lines and report them immediately to your DNO by calling 105.

Protecting your appliances

Power surges can occur when electricity is restored, potentially damaging sensitive electronics. Unplugging devices like computers, televisions, and charging phones can help protect them. Once power is back, wait a few minutes before plugging everything back in.

Keeping warm and fed

• Layer up: Wear extra layers of clothing to stay warm.
• Use alternative lighting: Have torches (flashlights) with fresh batteries readily available. Avoid using candles where possible due to fire risk.
• Prepare food without electricity: Keep non-perishable food items and a manual can opener handy. If you have a gas hob, you might still be able to use it, but check carefully and ensure good ventilation.

Getting extra support: the Priority Services Register

The Priority Services Register (PSR) is a free support service for eligible customers, provided by energy suppliers and network operators. It offers extra help1 during power cuts and other energy-related issues.

Who is eligible for the PSR?

You might be eligible for the PSR if you:

• Are of State Pension age.
• Are pregnant or have young children.
• Struggle to speak or read English.
• Live with a disability or a long-term medical condition, including mental health conditions, conditions affecting sight, hearing, or sense of smell, and conditions that need mains-powered medical equipment.
• Have circumstances that have recently changed (recovering from injury, after a hospital stay, bereavement, job loss).

How to register for additional support

To register for the PSR, you can contact your energy supplier or your DNO. They will ask for some information, including:

• A secondary phone number (optional).
• An alternative contact's name and phone number (optional).
• The alternative contact's full address (optional).
• The reason for being added to the PSR (e.g., reliance on medical equipment or specific vulnerabilities).

Once registered, you may receive priority support, such as advance notice of planned power cuts where possible, an identification and password scheme so you can be confident a caller or visitor is genuine, or the ability to nominate someone to receive communications and bills.

Reporting a gas supply issue

It is important to differentiate between an electricity power cut and a gas supply issue. These are handled by different networks and require different contacts.

Recognising a gas emergency

A gas emergency typically involves a gas leak or a complete loss of gas supply. Signs of a gas leak include:

• The smell of rotten eggs.
• A hissing or roaring sound near a gas appliance or meter.
• Damaged gas pipes.
• Dead plants in your garden near gas pipes.

If you suspect a gas leak, act quickly.

Who to contact for gas issues

If you have a gas leak or smell gas, you must contact the National Gas Emergency Service immediately. Their helpline number is 0800 111 999. Do not use electrical switches, light matches, or do anything that could create a spark. Open windows and doors, and if safe to do so, turn off your gas supply at the meter.

If you have no gas supply but do not suspect a leak, you should contact your energy supplier for assistance.

Fuse Energy provides actionable, fact-backed guidance on navigating power cuts, demystifying the roles of DNOs and suppliers. While Fuse cannot fix power cuts, its customer support offers general energy guidance and reassurance during stressful times. Our mission is to make energy simple and transparent, helping you understand your usage and manage your bills effectively. Click here to switch to Fuse Energy today, or learn more about our mission here.