What to do in an emergency

Useful advice and precautions you can take in the event of a power outage or other electrical emergency

Power cuts

First, check whether your neighbours have also lost their supply.

If your neighbours don't have power call the emergency line for your area:

London 0800 028 0247†                                                                                                              

East of England 0800 783 8838†
(East Anglia, Essex, Hertfordshire and Cambridgeshire)

South East of England 0800 783 8866†
(Kent, Surrey and Sussex)

If your neighbours do have power:

• check your trip switch, if the trip switch is still on call the emergency line for your area
• if the trip switch is off, switch it back on
• if it switches back off, one of your appliances may be faulty so unplug all appliances  and the reset the trip
• check that you still have credit if you use a token card meter
• if only part of your supply has failed and the trip won’t reset there may be a fault with your wiring so contact a registered electrician

Please note: as your energy supplier, we are not responsible for the wiring in your property and we will not contribute to the cost of repairs.

Reporting damaged equipment

If you spot any of these hazards, call your area’s emergency number immediately and we'll make the equipment safe:

• damaged equipment or lines
• overhead lines that are on the ground or low enough for people or vehicles to come into contact with them
• sparking overhead wires that are twisted or pushed together by broken tree branches
• broken substation fences
• damaged electricity manholes exposing live equipment
• electricity meters and associated equipment that are not secure or waterproof

Keep clear of cables on or near the ground. They might be live and able to conduct electricity through damp ground or metallic objects. If they are in roads or on footpaths, dial 999, tell the police and help keep passers-by well away.

Taking precautions

To prevent emergencies arising in the first place:

• look for the BEAB-approved label when you buy electrical appliances
• position electric fires away from curtains and furniture
• dry your hands thoroughly before using plugs and switches
• take particular care with all electrical installations in bathrooms
• use a specialist for all electrical servicing and repairs
• always use the correct fuse in plugs
• remember to unplug electrical appliances before cleaning or inspecting them
• always check equipment and electrical leads before use for wear or damage
• read manufacturers' instructions before using electrical equipment
• residual current devices (circuit breakers) are strongly recommended when working outside
• stop using use electrical equipment in the garden if it is raining  

What not to do if an electrical emergency arises

Here are some useful tips on what not to do if an emergency arises:

• DO NOT let things get critical before seeking help
• DO NOT keep rooms too tightly shut during outages in cold weather; you want to stay warm, but good ventilation is important
• DO NOT tie up the phone unnecessarily to emergency services or your energy company; other people need to get through, too
• DO NOT open your fridge and freezer, unless absolutely necessary
• DO NOT neglect naked flames, such as candles; ideally, have a battery-operated lamp or standing electric torch
• DO NOT use your car as a place to stay warm or to sleep, especially inside a garage
• DO NOT use a charcoal grill, barbeque or other outdoor cooking equipment to heat food or as a source of warmth; they produce carbon monoxide and pose a fire risk
• DO NOT use Calor gas heaters in a closed room; ensure good ventilation
• DO NOT operate a petrol-driven generator indoors
• DO NOT use lead acid batteries (car batteries) as a power source, unless you are very familiar with them and have protective clothing
• DO NOT let children near open flame, heaters, or lead acid batteries.

DO stay calm, be alert to danger, and don't do anything in an emergency situation that you know is unsafe.