Understanding Power Cuts in the UK
A power cut – sometimes called a power outage or blackout – happens when electricity supply is interrupted, leaving homes or businesses without power. In the UK, power cuts can be caused by a range of factors. Bad weather, such as storms, high winds, or heavy snow, often damages overhead power lines or brings down trees onto cables. Planned maintenance by electricity network operators can also result in temporary outages, although you should usually receive advance notice. Other common causes include equipment failure, accidents involving underground cables, or unexpected surges in demand on the network.
Power cuts can affect daily life in many ways. For households, a loss of electricity means lights, heating, and appliances stop working. This can be particularly challenging for vulnerable people, such as those who rely on medical equipment or have mobility issues. Businesses may face disruption to operations, loss of refrigerated goods, or problems with electronic payment systems. In both homes and workplaces, a power cut can also affect internet access, security systems, and communications.
During a power cut, different organisations have specific responsibilities. Your energy supplier – the company you pay your electricity bills to – is responsible for billing and customer service, but it is the local electricity network operator who maintains the cables and substations that deliver power to your property. If you experience a power cut, it’s usually the network operator who will work to restore your supply and provide updates. In some cases, you may be entitled to compensation if the outage lasts longer than certain time limits, as set out in the Electricity (Standards of Performance) Regulations 2015.
If you want to learn more about your rights or what to do in case of ongoing problems with your energy supply or supplier, you can find detailed guidance to help you understand your options and the support available.
How to Prepare for a Power Cut
Preparing for a power cut in advance can make a big difference to your comfort and safety. Here are some practical steps you can take to ensure your home is ready if the lights go out:
Create an Emergency Kit
Put together an easily accessible emergency kit that includes:
Torches and batteries: Keep a few torches (battery-powered or wind-up) in key rooms. Avoid using candles if possible, as they present a fire risk.
Battery-powered radio: This can help you stay informed about the situation if your mobile network is affected.
First aid supplies: Make sure your kit is stocked and easy to find in the dark.
Bottled water and non-perishable food: If you rely on an electric cooker or kettle, having ready-to-eat food and drinks is important.
Blankets and warm clothing: Heating systems may stop working, so extra layers will help you stay warm.
Keep Devices Charged
Charge your mobile phones, tablets, and power banks regularly, especially if severe weather or outages are forecast. A charged phone is vital for contacting emergency services or checking updates.
Alternative Lighting
In addition to torches, consider battery-powered lanterns or LED lights. Place them where they’re easy to find in the dark.
Essential Appliances and Safety
Fridges and freezers: Keep doors closed as much as possible to maintain the temperature. Food will usually stay safe in a closed fridge for about 4 hours and in a freezer for up to 48 hours.
Medical equipment: If you rely on electrically powered medical devices, let your electricity provider know so you can be added to their Priority Services Register. This may entitle you to extra support during outages.
Heating and cooking: Never use outdoor equipment like barbecues or camping stoves indoors, as they can release dangerous fumes.
Managing Energy Use
Reducing your overall energy use can help make your home more resilient and reduce the impact of power cuts. Simple changes like using energy-efficient appliances, turning off devices when not in use, and insulating your home can all help. For more detailed energy management tips, see our dedicated guide.
Legal Guidance
Energy suppliers in the UK are required to maintain a safe and reliable supply under the Electricity Act 1989 and must provide support to vulnerable customers. If you experience frequent or prolonged outages, you may be entitled to compensation – check your supplier’s policy and keep records of any incidents.
By taking these steps, you can minimise the disruption caused by power cuts and keep your household safe and comfortable until the electricity supply is restored.
Your Rights During a Power Cut
During a power cut, you have important rights designed to protect you and ensure your energy supplier acts responsibly. Understanding these rights can help you know what to expect and what to do if things go wrong.
What Your Energy Supplier Must Do
Energy suppliers and network operators in the UK are legally required to maintain a reliable electricity supply and to restore power as quickly as possible if there’s an outage. These obligations are set out in the Energy Supply (Licensing) Regulations 2018, which detail the standards suppliers must meet, including how they communicate with customers and handle interruptions.
When a power cut occurs, your supplier must:
Acknowledge the outage promptly: They should let you know as soon as they are aware of a problem affecting your area.
Provide regular updates: Suppliers and network operators are expected to keep you informed about the cause of the outage, what’s being done to fix it, and when you can expect your electricity to be restored. Updates are typically provided via text, email, phone, or their website.
Restore supply as quickly as possible: There are specific timeframes for restoring power, especially for vulnerable customers or those on the Priority Services Register.
Communication and Updates
You can expect your supplier or network operator to provide updates at reasonable intervals, especially if the outage is prolonged. For most planned outages (such as for maintenance), you should receive at least two days’ notice. For unexpected power cuts, updates are usually given as soon as information is available and as the situation changes.
If you rely on electricity for medical equipment or have other special needs, make sure you are registered for priority support. This ensures you receive tailored updates and, where possible, extra help during an outage.
Protection Against Unfair Treatment
The law protects you from unfair treatment or discrimination by your energy supplier during a power cut. This means you should not be treated differently because of your age, disability, or other protected characteristics. If you feel you have been treated unfairly, you have the right to fight discrimination by energy suppliers and seek redress.
Suppliers are also prohibited from using outages as a reason to disconnect your supply unfairly or to impose unfair charges. If you believe your rights have been breached, you can refer to the Energy Supply (Licensing) Regulations 2018 for more information on the standards suppliers must follow.
Knowing your rights during a power cut can help you take action if your supplier doesn’t meet their obligations. If you experience problems or suspect unfair treatment, it’s important to raise your concerns and seek further support.
Who is Responsible for Your Energy Supply?
Knowing who is responsible for your energy supply is crucial, especially during a power cut. Your energy supplier manages your account, handles billing, and is your first point of contact for most issues, but the actual supply of electricity to your property is managed by a separate network operator. Understanding the difference can help you get the right support quickly when problems arise.
Why It’s Important to Know Your Supplier
If your electricity goes out, your supplier can help explain the cause, advise on next steps, and, in some cases, arrange compensation if you’re eligible. They are also responsible for keeping your details up to date and ensuring you receive accurate information about your supply.
How to Check Who Supplies Your Energy
If you’re unsure who your current supplier is – perhaps because you’ve just moved in or recently changed suppliers – it’s important to confirm this as soon as possible. During a power cut, knowing your supplier allows you to report the issue and access updates. You can easily check who’s taken over your energy supply if you suspect your supply has changed hands without your knowledge or if you haven’t received confirmation of a switch.
What If You Didn’t Agree to Switch?
Sometimes, households find out their energy supplier has changed without their agreement (known as an “erroneous transfer”). This can happen due to administrative errors or even scams. If you notice unexpected changes to your bills or receive communication from a new supplier you didn’t choose, it’s important to act quickly. Find out what to do if you didn’t agree to switch energy supplier to protect your rights and ensure you’re not left without support during an outage.
Your Supplier’s Responsibilities
All energy suppliers in the UK must follow the rules set out in their licences, which include ensuring a reliable supply, accurate billing, and clear communication with customers. These requirements are detailed in the Supply License Conditions, overseen by Ofgem, the government regulator for gas and electricity markets in Great Britain. These conditions are designed to protect consumers and set out what you can expect from your supplier, including how complaints and supply interruptions should be handled.
By staying informed about your current supplier and understanding your rights, you can act quickly and confidently if a power cut occurs or if you notice any unexpected changes to your service.
What to Do If Your Energy Supplier Has Gone Bust
If your energy supplier goes bust, you might worry that your electricity or gas supply will be cut off. However, in the UK, your energy supply is protected by law, even if your supplier stops trading. Ofgem, the energy regulator, ensures that households are not left without power, so you will continue to receive electricity and gas as normal.
What Happens When a Supplier Goes Bust?
When an energy supplier collapses, Ofgem automatically moves affected customers to a new supplier through the “Supplier of Last Resort” process. This means your supply will not be interrupted, and you do not need to take immediate action to keep your lights on. Power cuts are not caused by your supplier going bust; they are usually due to network issues or planned maintenance.
Steps to Take If Your Energy Supplier Has Gone Bust
Don’t Panic or Switch Immediately
Your energy supply is safe, so there’s no need to switch suppliers straight away. Ofgem will appoint a new supplier for you, and they will contact you with details about your new account.Take a Meter Reading
It’s a good idea to take a photo of your gas and electricity meter readings as soon as you find out your supplier has gone bust. This will help ensure your new supplier can set up your account accurately.Wait for Your New Supplier to Contact You
Your new supplier will get in touch to explain your new tariff and any changes to your account. At this stage, you can ask about your options and whether you’re on the best deal.Don’t Cancel Your Direct Debit
Unless you’re told otherwise, keep your direct debit active. This will help avoid payment issues and make it easier to recover any credit you have with your old supplier.
For more detailed guidance on what to do if your energy supplier has gone bust, including information on how to recover any credit or deal with outstanding bills, see our dedicated process guide.
Finding a New Supplier
Once you’ve been moved to a new supplier, you’re free to shop around for a better tariff. You are not obliged to stay with the supplier Ofgem has chosen for you. Compare deals and choose a tariff that suits your needs. There are no exit fees for switching away from the new supplier after being moved due to your old supplier going bust.
Your Rights and Protections
UK energy regulations under Ofgem protect your rights when a supplier fails. Your energy supply will continue, your credit balance is usually protected, and you can switch suppliers without penalty once your account is transferred. If you experience a power cut during this period, it is likely unrelated to your supplier going bust and should be reported to your local network operator.
If you have further questions about your rights or need help during a power cut, explore other sections of this page for more advice and support.
Managing Prepayment Meters and Heat Networks During Power Cuts
When a power cut strikes, managing your energy supply can be even more challenging if you use a prepayment meter or your home is connected to a heat network. Understanding the steps you can take – and your rights – can help you stay safe and minimise disruption.
Prepayment Meters: What to Expect and How to Manage
If you have a prepayment meter, a power cut can make it difficult to top up your credit, especially if you rely on electricity to access your meter or use a key or card system. In some cases, you might find it hard to physically reach your meter, particularly if you have mobility issues or if the meter is located in a communal area affected by the outage. For more information about these challenges, see problems getting to or topping up your prepayment meter.
During a power cut:
Check your meter: Once power returns, make sure your meter has enough credit to restart your supply. Sometimes, the meter may need to be reset or topped up before your electricity comes back on.
Keep your top-up card or key handy: Store these in an easily accessible place, along with emergency credit if possible.
Contact your supplier: If you run out of credit and cannot top up due to the outage, your supplier may be able to provide emergency credit or advice on what to do next.
Your rights regarding prepayment meters are protected under the Prepayment Meter Regulations. These regulations set out the obligations of electricity suppliers, including how they must handle credit and disconnections, especially in prescribed circumstances such as power cuts.
Heat Networks: What to Do if You’re Connected
Heat networks supply heating and hot water to multiple homes from a central source. If your home is connected to a heat network, a power cut can interrupt both your heating and hot water supply, as the central system often relies on electricity to operate pumps and controls.
If you experience a power cut and are unsure what to do, you can find more guidance if your home is on a heat network. Generally, it’s advisable to:
Check with your heat network operator: They may have specific procedures or support in place for outages.
Report the issue promptly: Let your operator or managing agent know about the power cut, especially if you or someone in your household is vulnerable.
Getting Help and Support
If you need assistance during a power cut – whether you’re struggling to top up your prepayment meter or you’re affected by a heat network outage – contact your energy supplier or heat network operator as soon as possible. They can advise on emergency credit, temporary heating solutions, or other support services, particularly if you are on the Priority Services Register.
Staying informed and knowing your rights can help you manage energy supply issues more confidently. For further details on your legal protections, consult the Prepayment Meter Regulations, which outline the responsibilities suppliers have towards prepayment customers.
Dealing with Potential Disconnections and Landlord Charges
When you’re facing the possibility of your electricity being disconnected, it’s important to know your rights and what steps you should take. Power cuts can be stressful, but understanding your legal protections and your landlord’s responsibilities can help you manage the situation more confidently.
What to Do if You’re Facing Disconnection
If you receive a warning that your energy supply will be cut off, don’t panic. Energy companies in the UK must follow strict rules before disconnecting supply, especially for residential customers. You should always be given advance notice, and your supplier must try to work with you to resolve any issues, such as unpaid bills.
It’s important to act quickly. Contact your supplier as soon as you receive a disconnection notice to discuss your options. You may be able to set up a repayment plan or get support if you’re struggling to pay. There are also extra protections if you or anyone in your household is vulnerable due to age, health, or disability.
For a step-by-step guide and to fully understand your rights, see if you’ve been told your energy supply will be disconnected.
Your Rights and Protections
Under UK law, suppliers cannot disconnect your energy supply during the winter months (usually 1 October to 31 March) if you are a pensioner living alone or with other pensioners or children under 18. There are also rules that prevent suppliers from disconnecting households where all residents are of pensionable age, disabled, or chronically sick, without taking all reasonable steps to avoid it.
If you believe your supplier is threatening to disconnect you unfairly, you can make a complaint. You also have the right to challenge any decision you think is wrong, and you may be entitled to compensation if your rights are not respected.
Landlord Charges During Power Cuts
If you rent your home, your landlord might be responsible for arranging your energy supply – especially if your bills are included in your rent, or if you use a prepayment meter managed by them. During a power cut or if there’s a threat of disconnection, it’s important to know what your landlord can and cannot charge you for energy.
Landlords are not allowed to profit from reselling energy to tenants. The maximum price they can charge is capped by law, and they must provide you with clear information about how charges are calculated. If you think you’ve been overcharged, or if you’re unsure about your rights during an outage, learn more about what your landlord can charge for energy.
Understanding your rights around disconnections and landlord charges can help you stay prepared and protected during power cuts. If you need further advice, explore the links above for more detailed guidance.
Getting Help and Compensation for Power Cuts
When a power cut happens, knowing how to get help and what support you’re entitled to can make a big difference. Here’s what you need to know about reporting outages, staying updated, claiming compensation, and finding financial help if you’re struggling with your energy bills.
Reporting a Power Cut and Getting Updates
If your electricity goes off unexpectedly, the first step is to report the power cut to your local electricity network operator. You can do this quickly by calling 105, a free national helpline available across the UK. The operator can confirm if there’s a known outage in your area and give you updates on when your power is likely to be restored.
You can also check your network operator’s website or social media channels for live updates. It’s helpful to keep a battery-powered radio or charged mobile device handy during a power cut, so you can stay informed even if your home internet isn’t working.
Claiming Compensation for Power Cuts
You may be entitled to compensation if you experience a power cut, especially if it lasts longer than the timeframes set out by the energy regulator, Ofgem. The rules vary depending on the cause and length of the outage. For example, if the power cut is due to severe weather or faults on the network, you could be eligible for a payment if your supply is not restored within a certain number of hours.
Financial Help If You’re Struggling
A power cut can sometimes make it harder to manage your energy bills, especially if you’re already facing financial difficulties. If you’re worried about paying for your electricity during or after an outage, there is support available. Visit the page on struggling to pay your energy bills for practical advice, including information on grants, payment plans, and how to speak to your supplier about your options.
Remember, your energy supplier and network operator have a duty to help, especially if you’re vulnerable or have specific needs. Don’t hesitate to reach out for assistance if you need it.
For more information about your rights during power cuts and what to expect from your network operator, see Ofgem’s guidance on Guaranteed Standards of Performance.
