Emergency

Electricity

If you have a power cut

Please contact the electricity helpline — available 24/7 by dialling 105.

They will connect you to your local network operator. These guys look after all the cables that connect your neighbourhood to the electricity grid.

If your electricity goes off, see if your neighbours still have electricity — this will let you know if there is a fault with your property or the distribution company for your area.

If your neighbours don’t have power either, then it’s a power cut. Please call your local power distribution company (details below):

Distributor Name County Contact
UK Power Networks East England 0845 601 4516
Western Power Distribution East Midlands 0800 678 3105
UK Power Networks London 0845 601 4516
Scottish Power Energy Networks North West 0330 1010 300
Western Power Distribution West Midlands 0800 678 3105
Northern Power Grid North East England 0845 070 7172
Electricity Northwest Ltd North West 0800 195 4141
Scottish and Southern Energy Distribution North Scotland 0800 048 3515
Scottish Power Central and South Scotland 0330 1010 300
UK Power Networks South East England 0845 601 4516
Scottish and Southern Energy Distribution Southern England 0800 048 3516
Western Power Distribution South West England 0800 678 3105
Northern Power Grid Yorkshire 0845 070 7172

However, if your neighbours do have power, it may be a fault within your home, in which case please follow these steps:

  • If your meter is working fine, your trip switch may be the cause. If it has tripped, turn it back on. If it switches off again, one of your electrical appliances may be faulty. Check all of your appliances until you have found the faulty appliance, and disconnected it from the power supply. Your power should stay on, once you’ve turned your trip switch back on.
  • If you have lost power in only certain parts of your home, you may have a fault with your electrical wiring somewhere. Call a qualified electrician as soon as possible.
  • If you have a prepayment meter, you may have run out of credit. If your meter is in credit, but still not working, please call us on 0333 103 9053 (calls charged at your standard network rate).

Smell gas? No gas?

If you can smell gas, have a problem with your gas supply or have any concerns about gas safety, you need to:

  1. Immediately turn off the gas at the emergency control valve by the meter.
  2. Ventilate the property by opening doors and windows.
  3. Stop using all electrical equipment and naked flames within the property.
  4. Call National Grid immediately on 0800 111 999 — calls are free and advice is available 24/7
  5. Once your supply is made safe and you have called National Grid, please let us know on 0333 103 9053 (calls charged at your standard network rate)

Carbon Monoxide

Carbon Monoxide is a deadly gas that you can’t see or smell. To know what preventative action to take in order to avoid risk, find out more at CO Be Alarmed.

Gas safety checks

By having a gas safety check regularly, you’ll be able to reduce the risk of Carbon Monoxide. All gas appliances and related gas fittings should be checked and serviced every 12 months.

You may be eligible for a gas safety check free of charge, as an Economy Energy customer. To qualify, you’ll need to own your home, be on a means-tested benefit, have not had a gas safety check in the last 12 months, and either:

  • live in a household with at least one child under five; or
  • are of pensionable age, are disabled or are chronically sick, either:
    • living alone; or
    • living with others who are all of pensionable age, are disabled, chronically sick or are under 18-years-old.

If you rent your property, contact your landlord as it is their responsibility to ensure that yearly checks are carried out.

Gas safety checks will be carried out by a qualified Gas Safe Register engineer, and include checks on the safety of gas appliances and other gas fittings linked to the gas meter.

For a gas appliance, this will include an examination of:

  • the effectiveness of any flue
  • the supply of combustion air
  • its operating pressure or heat input, or where necessary, both
  • its operation to ensure safe functioning

If one of your gas appliances fails the safety check, it will be ‘condemned’ and labelled as not safe. You should not use this appliance until it’s repaired or replaced by a qualified Gas Safe Register Engineer — find out more here.

Safety advice for vulnerable customers

If you’re signed up to our Priority Services Register or PSR and are classified as a ’vulnerable customer‘ (are of state pensionable age, have a disability, are visually impaired, have hearing difficulties or are chronically ill), you could be eligible for a free gas safety check.

For any questions or concerns about the safety of your gas supply or any appliances, please contact our Priority Services Team on 0333 103 9053.

For emergency off-supply customers

If your electricity or gas is off, please call us on our emergency off-supply number:

0333 103 9053 (calls charged at your standard network rate)

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