What Actually Happens in a UK Power Cut (and Who to Call)

When the power goes off, most people’s first instinct is to ring their energy supplier. That’s actually the wrong number. Here’s what really happens behind the scenes in a UK power cut, who to call, and what to do while you wait.

Who’s actually in charge of your electricity?

Two different companies are involved in getting electricity to your home:

• Your energy supplier (the company you pay your bill to) buys the electricity and bills you.
• Your network operator, also called the distribution network operator, owns and runs the cables, poles and substations in your area. It’s the one that fixes power cuts.

That’s why ringing your supplier usually doesn’t help. The people who can tell you what’s going on, and how long it’ll take, are at your network operator.

Call 105

105 is the free national power cut number for England, Scotland and Wales. It puts you straight through to your local network operator, wherever you live. You can call it from a landline or mobile.

In Northern Ireland, call NIE Networks on 03457 643 643.

Most network operators also have a live power cut map on their website, where you can check your postcode for updates without waiting on the phone.

Is it just you, or the whole street?

Look outside. Are streetlights and neighbours’ windows dark too?

• If the whole area is off, it’s a network fault. Call 105 or check the online map, then sit tight.
• If it’s only your home, check your fuse box (consumer unit). A switch that has flipped down usually means a faulty appliance has tripped it. Unplug things, then switch it back up. If it trips again straight away, leave it off and call an electrician.
• If you have a prepayment meter, check you haven’t run out of credit.

What to do while you wait

• Switch off appliances that could come back on unexpectedly, such as cookers, irons, hair straighteners and heaters.
• Leave one light switched on so you know when the power returns.
• Keep the fridge and freezer closed. A full freezer kept shut usually stays frozen for around 48 hours, a half-full one for around 24. A fridge stays cold for about 4 hours.
• Save your phone battery. Lower the screen brightness, close apps and text rather than call.
• Use torches, not candles. See our guide to power cut lighting.
• Look out for neighbours, especially anyone older or living alone.

In winter, remember your gas central heating will almost certainly stop too. Our guide to staying warm in a power cut explains what to do.

Fallen power lines: stay well away

If you see damaged overhead lines or a damaged substation, keep well away and stop anyone else going near. Call 105 straight away, or 999 if someone’s life is in danger. Never touch a line or anything it’s touching, even if it looks dead.

How long do power cuts last?

Most UK power cuts are fixed within a few hours. Longer ones usually follow major storms, when engineers have many faults to repair across a wide area. That’s why it’s worth being ready for a day or more without power, especially in winter.

Compensation: you may be owed money

Under Ofgem’s Guaranteed Standards, network operators must make payments when power cuts go on too long. For 2026, in normal weather:

• £100 for a household if the power is off for more than 12 hours (where fewer than 5,000 properties are affected), or more than 24 hours in a larger incident.
• £45 extra for each further 12 hours without power, up to a cap.
• £100 if your power goes off more than four times in a year (1 April to 31 March), with each cut lasting at least three hours.

Different rules and amounts apply during severe storms. Some operators pay automatically; others need you to claim. Check Ofgem’s power cut page or contact your network operator.

Get priority help if you need it

If anyone in your home is older, disabled, has a medical condition, relies on medical equipment or has a young child, join the Priority Services Register. It’s free and can get you advance warning and extra support. Read our Priority Services Register guide.

New to all this? Start with our 72-hour basics.