Power Cuts: Priority Services Register

Need extra support during a power cut?

We can help, our services are free to customers who need it.

Receive extra support

Power cuts don’t happen very often but if the electricity network is damaged or develops a fault it’s our job to get your power back on. Our engineers will work around the clock 24/7 to restore your power as quickly and as safely as possible.

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.

Working with other utility companies

We work with other utility companies to provide extra support to customers in vulnerable circumstances. Watch our video to find out more.

We can also help you sign up to receive support from your local utility companies, just tick the box on our Priority Services Registration form confirming that you are happy for us to share your information with them.

Who can receive extra support?

If you rely on medical equipment
If you have refrigerated medicines
If you have a serious or chronic illness
If you have a disability
If you or someone you care for is living with dementia
If you are of pensionable age
If you have children under five in your household
If you need extra support for a short time period (e.g. If you are recovering from medical treatment)

What help should I expect to get during a power cut?

A priority number that you can call 24 hours a day
A dedicated team who will contact you to keep you updated during a power cut
We can put you in touch with an expert who can offer you advice on energy bills and energy saving tips if this is important to you
Tailored support if needed such as home visits, hot meals, advice and keeping your friends and relatives updated
In certain scenarios we may also offer a free hotel overnight and transport to the hotel

Report a power cut

Enter your postcode to begin reporting your issue. Complete the form with details of the issue and we'll log it to ensure it's looked into as soon as possible.

Get future text message updates

During a power cut we can text you to make you aware.

We will not send you marketing messages, only updates about power cuts.
This service is free, however, your network may charge you if you're outside of the UK.
Standard text fees will apply for messages that you send to us.
You can stop receiving text messages at any time by texting STOP.

Need extra support during a power cut?

We can help, our services are free to customers who need it.

Receive extra support

Who can receive extra support?

What help should I expect to get during a power cut?

We work with a range of partners

We offer this service for free