Supporting our customers and staff 

1 July 2020

As the company responsible for distributing power to over 8.3 million properties across London, the East and South East of England, we’re committed to keeping electricity flowing to your home or business, especially during these uncertain times.

Power supplies remain 99.9% reliable. Our engineers are out in the community every day providing a critical service, maintaining the electricity network and fixing any power cuts on the rare occasions they happen. We have hundreds of customer service advisors equipped and working from home and offices to take calls to help serve all customers.

Most non-essential utility work was paused from late March to May to help limit the spread of Covid-19. We restarted these works in mid May utilising updated and safe working methods, and are pleased to advise we are back to business as usual for all customer driven works. If your work was postponed, we thank you for your support and can now advise we are offering customers dates of their choice as per our normal service. 

Specialist teams have also resumed our portfolio of investment projects to build and upgrade electricity substations, all with updated, safe working methods. Our first priority is to keep employees, contractors and customers safe, by carrying out all work in line with the latest Covid-19 national guidance.

We have provided more information in our FAQs below. We’re here for you 24/7. There are over 20 ways to get in touch including Twitter @ukpowernetworks, and freephone 105. 

Anyone who might feel vulnerable in a power cut can sign up to our Priority Services Register to receive extra support.

We will of course keep you updated. Our priority remains the delivery of reliable and safe electricity to support communities and the wider UK economy. Thank you for your continued patience and understanding.

FAQs

Helping customers who need extra support

We understand it’s a worrying time for many, and we’re here to help. Find out what we're doing for our customers who require extra support.

How we're supporting our employees  

Find out what we're doing to support our employees during COVID-19. 

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