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Coronavirus (COVID-19) important information

30 March 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.
Our engineers are out continuing their daily role in maintaining your electricity network, and fixing any electrical faults as normal.

Put simply, our top two priorities are the safety of our staff and customers and keeping the lights on, so that essential services are provided to our communities and that today’s high tech lifestyles can continue. Our services enable the thousands of new home offices that have become necessary, to log on, for children to video call their grandparents, and for friends who can no longer chat in the pub to instead share their thoughts on social media. Every one of these activities, and many more, are reliant on electricity.

We have invested in our infrastructure to ensure resilience, and will be adopting extra measures and different ways of working according to our robust business continuity plans. We continue to liaise with Government, the energy regulator Ofgem and health and consumer advice organisations. 

Here are some of the practical steps we have taken to help keep the electricity flowing:

  • To ensure continued resilience in months to come, we have split key teams across different locations, and hundreds of call agents are equipped to answer customer queries while working from home
  •  All essential work will continue, including fixing power cuts on the rare occasions they happen
  • We’re postponing lower priority work on electricity cables and substations, as we recognise many people are working from home and we want to minimise disruption to their lives
  • We are working with other network operators and trade associations to ensure we share best practice and focus on activity that safeguards power supplies
  • We have engaged with our supply chain to ensure access to the equipment and supplies we need

What it means for you:

  • If our engineers might need to enter your home to restore your power, we’ll ask you on the phone first if you are self-isolating so we can make the relevant arrangements National guidance has been given to our engineers, who will wear protective equipment, stay in a different room from people who are infected or self-isolating, and avoid touching surfaces
  • If you live in London, the East or South East of England, then being on our Priority Services Register will ensure you will receive extra support if you experience a power cut.
    We understand that the coronavirus outbreak is a worrying time for many, and we want to make sure you have access to local services, should you need assistance during this unprecedented time. It’s business as usual here, with our teams ready to fix any power cuts that occur. If you need additional help during this time please take a look at this local volunteer group
  • We are here for you 24/7 and there are over 20 ways to get in touch including our website, on Twitter @ukpowernetworks, or ring 105
This is a fast-changing situation, and 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.

Useful links

Coronavirus (COVID-19): UK government response

NHS 111 Online

Energy Networks Association


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