Supporting our customers and staff 

Read our latest message from Director of Network Operations, Patrick Clarke.  

Read Directors message

As the company responsible for distributing electricity to over 8.3 million properties across London, the East and South East of England, we’re continuing to keep the power flowing to your home or business, especially during the current Covid-19 lockdown.

Power supplies remain 99.9% reliable and we are here for you 24/7. 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 are also continuing Connections and construction projects in line with government guidance.

We continue to have hundreds of customer service advisors equipped and working from home and offices to take calls to help serve all customers. 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 are continuing to undertake urgent work requested by our customers, and will only enter customers’ properties for safety issues, to help suppliers install smart meters, or if the customer needs us to continue with the work.

If the work you have planned is not urgent we would urge you to wait until the current lockdown eases to minimise social contact. If you have work already scheduled in and it’s not urgent we have made it easy for you to postpone your appointment, just see our FAQ below.

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 dial 0800 169 9970 to sign up to our Priority Services Register to receive extra support.

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

Image showing our performance in May 2021


Engineer wearing Personal protective equipment

Our engineers wear face coverings when entering any customer premises. All additional Personal Protective Equipment such as coveralls, will only be used if customers are isolating or symptomatic.  

Image of person on using a computer

Our employees are working from home where they can. We have also Covid - secured all our offices for essential employees who still need to come into work.  

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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