Before the storm
If severe weather could affect our network, we may contact you ahead of the storm if you're in an area at risk. These messages could include:
- What weather to expect and when.
- Advice on preparing for a possible power cut.
- Links to further help and support on our website.
- Extra guidance if you're on our Priority Services Register (PSR).
We do this so you know what to expect and can prepare before the weather arrives.
During the storm
If your power goes off during severe weather, we'll send you a text message to let you know we're aware and our teams are on it. The message will also include a link to our website, where you can find out more about the areas affected, how widespread the damage is and how many other customers are without power.
During major storms, it isn't always possible to give an Estimated Time of Restoration (ETR) straight away. This is because:
- Storms can cause damage across large areas at the same time.
- We often need to wait until weather conditions improve before we can fully assess the damage.
- Once damage has been found, getting to affected locations may be delayed by fallen trees, flooding, snow, ice, debris or other hazards.
- Some repairs need specialist equipment, extra engineering resources or significant rebuilding work.
If you check our website for an update on your area, you may see that resources have been allocated or that engineers are on their way. Because of the challenges above, this page may not update as quickly as we'd like, but it's still the best place to find the latest information. If you call us, our advisors will have exactly the same details.
We know you want to know when your power will be back on. But we'd rather give you an honest, reliable estimate than a time that may later turn out to be wrong.
Keeping you updated
Until we can give you a reliable restoration time, we'll point you towards our website, where we'll publish regular updates on:
- The overall impact of the storm.
- The progress our teams are making.
- Anything that's affecting our restoration efforts.
- The areas most affected.
- How we're working to restore power safely and as quickly as possible.
These updates will help you understand what's happening, even before we have a specific restoration time.
When we have a reliable restoration time
As soon as we have enough information to give you a realistic estimate, we'll publish it on our website and share it through our customer communication channels.
We'd rather give you information that's accurate and achievable, based on the latest updates from our engineers and field teams, than rush to give you a time we can't be sure of.
Our commitment
During severe weather, we're committed to:
- Keeping you informed.
- Being open and honest about what we know, and what we don't know yet.
- Giving you regular updates throughout. Restoring power safely and as quickly as possible.
- Supporting vulnerable customers who may need extra help.
We know that power cuts can be disruptive and worrying. Our teams work around the clock during severe weather to restore your supply and keep you updated every step of the way.