Help and Advice
Who to contact in UK Power Distribution?
Visit our Contacts page to know who to get in touch which.
Reporting your concerns
If you have concerns over the safety of our network please call us at any time of the day or night on 0800 311 8074.
To report concern about someone tapering with a meter, make an anonymous call to call 0800 023 2777 anonymously, or visit Electricity Theft | Stay Energy Safe.
You can read our full Safety and Security of Supplies Enquiry Service Statement by clicking here.
Extra help during power cut
We understand that power cuts can be more challenging for some of our customers. Our free Priority Services provides tailored support to help individuals who rely on electricity for medical reasons, have mobility challenges, care for young children, or have other additional needs.
Find out more here.
Hearing or speech impairement
You are welcome to communicate with us via Relay UK. Relay UK – homepage | Relay UK
Let us know how your prefer we contact you by registering with the PSR or amending your PSR records.
Our standards of service
We work hard to offer you the best service possible. Some our our services are bound by levels of standards defined by Ofgem. If we fail to meet these, we may owe you money.
The list of standards are available here for Connection services, Unmetered supply and Quality of supply.
Our powercut FAQs page may provide useful answers.
Complaints
If you feel that our levels of service have let you down and want to complain, you can do so by contacting us by any means.
We will follow our complaints process to investigate and try and right the wrong:
But if your complaint has been ongoing for eight weeks or more, or if we’ve sent you a deadlock letter, you can contact the Energy Ombudsman Service.
If you need independent advice
You can get help with energy problems. This includes issues with your bills or meters, or if you’re struggling to pay for the energy you use.
If you live in England or Wales, go to citizensadvice.org.uk/energy or contact the Citizens Advice consumer service on 0808 223 1133. Calls are free.
If you live in Scotland, go to energyadvice.scot or contact Advice Direct Scotland on 0808 196 8660. Calls are free.
Citizens Advice and Advice Direct Scotland are the official sources of free and independent energy advice and support.
