For general enquiries – including tree trimming, shrouding overhead cables and voltage fluctuations, please call us on 0800 029 4285. Lines open Monday to Friday 9.00am to 5.00pm.
To report a loss of power, or if you are concerned about the safety of our equipment, call 0800 316 3105 or 105 - free to call from a landline or a mobile phone.
Register for text messages during a power cut
If your power’s off, we can keep you updated with text messages. These will let you know how our repair works are going, and give you an estimated time that your power will be switched back on.
To register for this service text ‘Power’ followed by your postcode to 80876. For example: Power IP3 6QX
Note that you'll need to register for this service every time you have a power cut. In future we may also text you if we are made aware of adverse weather that could affect your supply or a power cut in your area.
We will not charge you for registering for this service. However, standard text message fees apply and may vary according to your mobile network provider. You will not be charged to receive messages. However, if you are using this service outside of the UK you may be charged to receive messages.
Find out more about our text messaging service.
Priority services during a power cut
We understand that some people may need extra support during a power cut. If you do, we recommend that you add your details to our Priority Services Register.
Find out more about our Priority Services Register and apply.
We welcome all forms of feedback about our staff and services. If you have any compliments, comments or complaints then please contact us:
- Call 0800 028 4587 - free to call from a mobile or a landline phone. Lines open Monday to Friday 8:30-5pm.
- Write to us at: Customer Care, UK Power Network, Fore Hamlet, Ipswich, IP3 8AA
- Complete our online form if you have a complaint
- Complete our feedback form if you have a compliment
Terms of connection
When you sign up with your electricity supplier they should have supplied you a copy of the Terms and Conditions that apply for the supply and distribution of electricity. They will have included the following terms of connection to the electricity distribution network which we abide by:
Our industry regulator, Ofgem, sets Guaranteed Standards. If we fail to meet these Standards, you are entitled to receive a payment.
Our complaints process
We offer a 24-hour Text Relay service for customers who are deaf, hard of hearing or have any other communication difficulties. Using your textphone dial 18001 followed by the telephone number you need. This will connect you to a text relay operator.
If you have a power cut
Text Relay 18001 0800 31 63 105
If you need to move or connect electricity cables
Text Relay 18001 0845 234 0040
If you have a general enquiry
Text Relay 18001 0800 029 4285
If you want to make a complaint
Text Relay 18001 0800 028 4587
You can also get in touch with us by completing our online form.
You can chat us via our live web chat service. The service is available from Monday to Friday 7am to 11pm and Saturday to Sunday 9am to 5pm. You can find the live chat button at the top of the screen on our website, the button also follows you down the page wherever you are in the website.
Priority Services Register
If you are deaf or hard of hearing we can offer you additional support during a power cut. You'll get:
- A priority number that you can call 24 hours a day if you have a power cut
- Regular text messages or phone updates during a power cut
- Extra support from our partners such as the British Red Cross to visit your home during an emergency (we'll check with you first)
Find out more and complete the application form.
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