Immediately unsafe situations Stay away from any equipment or cabling which: you can see, hear or smell is burning. is operating hot – don’t attempt to touch it. Where possible, and if it’s safe to do so: decrease the load by switching off all or non-essential equipment close off the area where the suspected fault is located and prevent anyone from entering it. Inform other people in the building of the fault. Who to contact Contact the party responsible, based on where the fault is: The diagram download below shows a typical electricity metering set-up. The aim of this diagram is to clarify boundaries of responsibility. Download the diagram DNO equipment Contact your local Distribution Network Operator (DNO) by calling 105. Supplier equipment Contact your supplier – or call 105 (if out-of-office hours). You’ll find the contact information for your electricity supplier on a recent bill, email, or letter. Otherwise, details can be found on their website. Customer-owned equipment Contact a certified electrician. If you still need to speak to us, call 01506 405 405. Power cuts To report a power cut, call your local DNO on 105 (freephone emergency number). What should I do during a power cut? Switch off all electrical appliances that shouldn’t be left unattended. Leave a light on, so you’ll know when the power outage has been resolved. Check to see if your neighbours are okay. Wrap up warm. Contact your network operator to report the power cut, either by calling 105 or via their other available channels. What should I do if I see a damaged overhead electricity line or substation? Call 105 immediately to report the problem to your network operator. Keep as far away from the hazard as possible. If there’s a serious immediate risk (e.g. cables obstructing a public highway), call the emergency services too. How can I prepare for a power cut? Keep a torch handy – it’s much safer than using candles. Get a battery-powered or wind-up radio (useful for keeping up to date with local news). Have blankets, warm clothing, and a vacuum flask or hot water bottle ready. Stock up with food and drink that doesn’t need electricity to prepare. Keep your mobile phone and laptop fully charged. Check your network operator’s website or social media channels for updates. Can I use my phone during a power cut? Cordless phones probably won’t work as they connect to the mains, and most don’t have a battery back-up. Traditional corded phones will work however – you might want to keep one handy to plug in and make calls if you have a power outage. In most cases, mobile phones will work if they’re charged. If you have a smartphone, you can visit your local network operator’s website or social media channels to report a power cut and get updates. I’m on the Priority Services Register. Should I now call 105? The Priority Services Register is for people who might need extra support during a power cut – for example, people who need electricity for vital medical equipment. If you’re on the Register and you have a power cut, you should continue to call the phone number that you’ve been given. For more information Get in touch
