Customer services

What to do if your electricity goes off

Firstly it is important that you check if it is just your electricity that is off or if other people are affected too. If the problem is affecting other people then you can call the Emergency Help Line number for the distribution company where you live. They will advise you on how long it will take to restore supply to your home or business.

If you do not know who your electricity distribution company is, you can find out here.

Your local electricity distribution company is responsible for the power supply in your area. They are responsible for the wires and cables that connect your home or business to the National Grid. The electricity that is supplied through these wires and cables is supplied by npower. In the event of a power cut that affects other houses or business in your area, you should contact your local distribution company. You can find the relevant phone number on the right.

If yours is the only home or business that is off supply, check your trip switch. If your trip switch is in the off position switch it back on. If it switches off again, one of your electrical appliances may be faulty. To find out if this is the case, switch off all your appliances, set the trip switch to the on position and switch on your appliances one by one. If the trip switch goes off again then you have found the faulty appliance.

If you have a token or Smart Power meter check that you have not run out of credit.

If you have only lost part of your supply, there is probably something wrong with your wiring. We will be able to help but there will be a charge. We will give you details of the charges when you call.

If you have any queries about loss of supply then contact us. If other homes or businesses in your area are also affected by a loss of supply then please call the relevant number on the right.

* Calls may be monitored and recorded for training and security purposes. Calls from BT landlines will be charged up to 5p per minute. The price of calls may vary with other operators. Please check with your operator for exact charges.