Planned power cuts
We’re committed to providing you with a safe and reliable electricity supply.
The network operators invest millions every year in upgrading and improving electricity network. This involves regularly carrying out maintenance to prevent any damage to electricity cables, lines and equipment. For example, network operators could be repairing or replacing an old or damaged underground cable. For engineers to carry out this work safely, we may have to turn off the power in the area.
If we need to switch off your power, we will give you as much notice as possible, unless it’s an emergency situation. We’ll aim to give you at least 48 hours notice before we carry out the work.
During the planned power cut we may reach out to let you know if we experience any issues, which could change the time your power comes back on. Don’t worry this doesn’t happen very often. Please note that messages won’t work on cordless landline phones as these phones do not work during power cuts. If you would like to update us with the best contact number for you, please use this website’s contact form, stating the post address to receive the updates for.
Frequently asked questions
Can I change the date or time?
Once we have confirmed a date and time for the planned power cut, we are unable to make any changes. This is because all of the preparation work has already been carried out. Our engineers have been booked to carry out the work, all materials have been ordered and we’ve also let other customers know in the area that the power cut will be happening at this time.
Why wasn’t I given more notice?
Our regulator Ofgem states that we only have to provide 48 hours’ notice. However, we aim to give you as much notice as possible, unless it’s an emergency situation. We’ll send you a letter several days before we carry out the work.
If we fail to give you 48 hours’ notice, you are entitled to compensation. If you have not received a letter offering it to you within a week of the outage, we invite you to get in touch using the contact form.
Can you get the power on quicker?
The times given on your advanced warning letter are based on how long we think it will take to complete the work safely. Sometimes, we can complete the work sooner but it depends on the work involved and the weather conditions.
What should I do with my fridge or freezer?
We recommend setting your fridge freezer to the coldest setting 12 hours before the planned power cut to ensure it remains cold during the work. Don’t open the freezer door unless you have to, this helps food stay frozen for longer. We are unable to provide compensation for any of its content.
According to the Food Standards Agency (FSA), your fridge will keep food safe for up to four hours during a power outage, provided you keep the door closed as much as possible. The FSA also state that a full freezer will hold a safe temperature for approximately 48 hours (24 hours if it’s half full) if the door remains closed.
To assist in maintaining a lower level temperature, we strongly recommend that the freezer door is kept closed at all times. Please note the age and efficiency of the appliance is a contributory fact
Can I get a generator?
We only provide generators for customers who are medically dependent on electricity. We do not provide generators for businesses or personal use.
Why did my neighbour get a generator and I did not?
We usually provide generators for customers who are medically dependent on electricity. There may be other situations where a generator is required for example weddings or funerals.
Can I get compensation?
We do not offer compensation for planned power cuts. We follow standards set by the industry regulator Ofgem. Please read the Electricity Guaranteed Standards for more information.
Will it always be your company on site?
No, we work with a variety of partners and contractors who may carry out the works.
Will you need to enter my property?
Sometimes we may need to enter your property. This is because we may need to check a piece of equipment called a cut-out and a plug socket to make sure electricity is running safely into your property. This is called a ‘polarity check’. We will need to carry out a check in the morning, before we switch off the power and carry out another check when we turn the power back on.
Please let us know if you are not comfortable with this or need extra arrangements.
