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Important information
Preparing for a power cut
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Call 105 for free to report a power cut, no matter who you pay your bill to.
Power cuts and Emergencies
If you notice damage to things like substations or other electrical equipment, call us on 105 and we’ll make sure everything is safe.
If you see broken power lines or cables, stay away and call 999 immediately.
For help with hotel stays or hot food in a power cut or storm, call 105 to claim back the costs.
More information is available at www.spenergynetworks.co.uk/pages/power_cut_support.aspx
Prepare for a power cut
Here are some things you can do to prepare for a power cut:
- Save the 105 number in your phone or write it down somewhere safe.
- Keep a torch and some new batteries nearby.
- Charge your phone and any power packs.
- Have some extra blankets or warm clothes ready.
More information www.spenergynetworks.co.uk/powercut
Do you use medical equipment at home?
If you or someone in your home uses medical equipment that runs on electricity, make sure its backup systems work properly, and it has a backup battery that lasts at least 3 hours during a power cut.
If you’re worried about what would happen to your equipment during a power cut, speak to your healthcare provider.
You should join our Priority Services Register to get extra help during a power cut.
Help for Businesses
We know how important a reliable power supply is for your business. To help you prepare for a power cut, you can find our business toolkit here:
www.spenergynetworks.co.uk/businesswinterguide
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About us
We look after the electricity network across Central and Southern Scotland, Cheshire, Merseyside, North and Mid Wales, and North Shropshire.
We keep power flowing to over 3.5 million homes and businesses.
Our advice is free and available 24/7.
Staying safe during home visits
If one of our team or a contractor needs to visit your home, here’s how to make sure it’s us:
- They’ll explain why they’re there. If you’re unsure, talk through the door
- Take your time, our staff won’t rush you.
- They will show you an ID card with their photo and name. Ask to see it through the window or letterbox.
- If you’re unsure, write down their name and check it by calling us on 0330 10 10 444.
- Use a door chain if you have one. If something doesn’t feel right, don’t open the door.
Want extra peace of mind?
Set up a password for home visits. Call us on 0330 10 10 444
How we use your information
We take your personal data very seriously and protect your personal information.
When you sign up to our Priority Services Register, we collect the names, contact details and information relating to medical conditions or support needs, of relevant people in your household.
We continue to operate our lawful basis for sharing on Legitimate Interest and Substantial Public Interest (SPI) conditions.
We share this information with other utility companies to help you get the support you need if other services are affected.
You can learn more at: spenergynetworks.co.uk/privacy
Call us: 0330 10 10 154 or email dp@spenergynetworks.co.uk
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Emergency power cuts due to electricity demand shortages
Emergency power cuts across the UK are unlikely and would only happen if there was an extreme shortage of gas or electricity to meet demand.
Who does what?
National Grid Electricity System Operator (NGESO) balances energy supply and demand to make sure there’s enough electricity for every home and business in the UK.
SP Energy Networks (and other network operators) may be instructed by the NGESO to implement emergency power cuts if there’s not enough electricity to meet demand. We’re required to do this by law.
What you need to know
If there is an emergency power cut, you may lose power for around three hours at a time. It’s possible you could lose power more than once.
If an emergency power cut is needed, a rota system will be activated across the country. That way, not everyone loses power all at once.
The country is divided into blocks, which will be used to form the rota system. You can check which block covers your area by entering your postcode at: powercut105.com
You’ll also find it on your electricity bill.
In the event of an emergency power cut, a national communication campaign will be rolled out and information will be available at www.powercut105.com
We may not be able to let you know about the emergency power cut before it happens depending on the notice we receive. We aren’t able to provide generators or other back up systems due to the scale of the event.
It’s important you are prepared for events such as this.
Please note: Emergency power cuts would affect ALL our customers, including those signed up to our free Priority Services Register.
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Sign up to our free Priority Services Register
Power cuts don’t happen often, but when they do, we offer extra support to those who need it most.
You can sign up if you:
- Are over 60
- Have special communication needs
- Have a disability
- Rely on electricity for medical or home equipment
- Have children under 5
- Have a chronic illness
- Need short-term support or feel you need a little extra help
How does it help?
We’ll contact you proactively if we know of problems in your area.
You’ll have a 24/7 dedicated number to contact us and access to additional support partners. When you register, we’ll send you a welcome pack with useful advice.
How to sign up
Fill in a quick form online: www.spenergynetworks.co.uk/psr
Or call us: 0330 10 10 167
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Hearing-impaired customers:
Text relay for Power cuts and Faults:
- Central & Southern Scotland: 18001 0800 092 9290
- Cheshire, Merseyside, N. Wales & N. Shropshire: 18001 0800 001 5400
Text relay for General Support: 18001 0330 10 10 444
We offer a British Sign Language interpreting service through SignLive. Find us on the SignLive directory.
Visually impaired customers:
Call 0330 10 10 167 to get our leaflets or documents in Braille or large print.
Need an interpreter?
We offer a free service in over 100 languages, call 0330 10 10 444
Accessible website
Our accessibility button lets you adjust text size and translate the site into 100 languages.
You can also write to us:
- Cheshire, Merseyside, N. Wales & N. Shropshire:
SP Energy Networks, Customer Service, 3 Prenton Way, Prenton CH43 3ET - Central & Southern Scotland:
SP Energy Networks, Customer Service, 320 St Vincent Street, Glasgow G2 5AD
Or talk to a team member if you see them working in your area — they’re happy to help.
This document fulfils the requirements of Distribution Licence Conditions 8, 9, and 10 to publish a Statement on the Safety and Security of Supplies Enquiry Service.
A small number of properties may not be connected to the SP Energy Networks network. If you are unsure, you can usually find this information next to your meter or you can check online.