What to do if the power's out

Medically dependent customers

A 'medically dependent customer' relies on mains electricity for critical medical support – for example, supplying oxygen, and could suffer serious harm if the electricity was disconnected. It's important to tell us if you're a vulnerable or medically dependent customer. In both cases, if your electricity connection is threatened, there are things we can do to help.

If you're a 'medically dependent customer':

• You need to provide us with proof of the condition (your doctor or specialist will give you the right notice). We may ask you to update your health status about once a year, and sometimes we may pass your contact details on to your network company, so they can let you know about any upcoming outages, and you can have a backup plan in the event of an outage. 
• It's important to know that we can't guarantee you'll always have uninterrupted electricity, as outages may happen from time to time for all customers. Your doctor or specialist should help you work out what to do if there is an outage. For example, this could be having batteries on hand to run your medical equipment, going to a friend or relative's house, or calling an ambulance.

No power at your new property

If you've got no power when you arrive at your new place, give us a call on 0800 935 328 and we'll do our best to sort this for you. 

We can’t always be sure if the power will be connected when you move into a new property, so if the power's disconnected when you arrive give us a call.

Faults

Power out in the neighbourhood

If others in your street don't appear to have power either, then your local network company is likely to already know about the fault, and you should just sit tight. You can check the website and social media pages of your local network company for updates.

Lights only out at your place

If it looks like the fault is affecting your property only, ring your local network company. If their website is down, give us a call on 0800 935 328.

Find your local network company