If you’re experiencing a power cut, call your local electricity Distribution Network Company, on their hotline by dialling 105. Their line is open 24-hour and you’ll be automatically redirected to your local distribution company free of charge.

Alternatively, you can find your local distribution company on this website: https://www.powercut105.com/FindOperator

Keep your home safe, by following below instructions:

What to Do

1. Call 999 immediately, if you notice sparks or smoke coming from the meter or associated equipment and wait at a safe distance outside your property.
2. Call 105, to let your local Distribution Network company know that you are experiencing a power cut.
3. Turn off your electrical appliances, when you notice any signs of arching and sparking, or a smell of burning plastic.
4. Remain in your property, at a safe distance from your meter and other electrical appliances, when there is no signs of sparks or smoke.
5. Switch off at your consumer unit to prevent electricity flowing from your meter into your property when it is safe.
6. Wait outside your property in a safe location if there are sign of sparks and smoke.

What NOT to do

1. Do NOT turn off your electrical appliances when it is not safe.
2. Do NOT switch off at your consumer unit when it is not safe.
3. Avoid getting the area of concern wet or go near it with liquids like water.
4. Do NOT re-enter your property until your local Distribution Network Company or the fire brigade has advised you that it is safe.

It is essential to know where your consumer unit is located and how to switch it off to stop electricity flowing from your meter into your property.

No electricity to power your lights switches in your property

There are a few causes to a loss of electricity to your property. Please check the followings troubleshooting steps to help you restore electricity to your property:

1. Call 105 to report this outage to your local Distribution Network company if your neighbourhood does not have electricity supply. It is likely that activities at your local Distribution Company have caused this loss of power.
2. Returning these switches to ‘ON’ position should restore your power if your consumer unit’s trip switches are not in the ‘ON’ position. A faulty appliance may have caused the switch to trip.
3. Return your isolator switch to an ‘ON’ position if you have one installed at your property. It may restore your electricity supply.
4. Concerns about the conditions of your meters, contact us. Provide photos of your electricity meter and Home Energy will be in contact to assess and recommendation for next steps.
5. Your electricity meter does not light up when button is pressed. This is an indication that no electricity flowing through to your meter, please contact us.
6. Your electricity meter displays an error code on the screen, and you have installed an electricity generation technology that can export electricity back to the grid. The error code on your meter may indicate that it is not designed to send electricity back to the grid. Disconnecting from the generation equipment may get you back on supply, please contact your installer.
7. Turn off all your electrical appliances for 30 minutes. After this time, turn them back on, one at a time. If each of these appliances is operational, but once all your appliances are turned on, there is a loss of electricity to your property. This may indicate that your usage is too much for your meter to manage all at once. You may need to contact your local Distribution Network Company and us to arrange for upgrades to fuse, tail and meter.

If 105 has been called and your local Distribution Network Company has advised that there is a fault in your area, they will inform you of their next action to get you back on supply. Please contact us with this information. You may qualify for Guarantee of Service (GoS). This is payable from your local Distribution Network Company into your energy account with Home Energy.

If 105 has been called and your local Distribution Network has made safe or advised that there is a problem with your electricity meter, please to contact us.

If you are concerned that there may be a health and safety risk or possible cause of your power cut is related to the wiring of your property, please contact a registered electrician for advice.

Getting Electricity back into your property

Once your local Distribution Network company has made your property safe and confirmed that your electricity meter required to be replaced, please call us, Home Energy.

Home Energy will aim to get you back on supply within the next 72 hours.

When you report this fault to Home Energy, our Customer Service agents will ask for the following information to be provided, to ensure that engineers sent out to your property will be able to get you back on supply quickly.

1. Picture of the Electricity meter so that Home Energy can see the entire meter board and connectors,
2. Picture of the Electricity meter location and box,
3. Picture of any paperwork your local Distribution Network Company has left/shared with you,
4. Advice from your local Distribution Network Company of your metering faults,
5. Your address and contact details,
6. Confirm you or an authorised person aged 18 years or above will be available at your property in the next 4 – 5 hours to provide engineer access to your property.

What happens next:

1. Customer Service agent will pass this information to our emergency team to assess and book an engineer to attend
2. When an appointment has been booked, our Customer Service agent will contact you to advise of the following:
   1. Your booking Reference Number
   2. Expected Arrival date and time of our Metering Engineer, within a 5 hours’ time slot.
3. Please make sure you or an authorised person aged 18 years or above are at the property to provide engineer access to carry out this metering job.
4. Before the engineer leaves your property, ensure that you have checked that you can switch on lights; electricity is coming through from the meter to your property.
5. Sign engineers’ paperwork to confirm job completed when you are comfortable that electricity has been restored to your property.

Raising concerns with worked carried out by Electricity Metering Engineers

Please contact Home Energy if you have any concerns regarding the work that has been carried out at your property.

Please take photos of the issues you would like to raise and share it with Home Energy with explanation of your concerns.

Our Customer Service agents will take information you have provided and raise your concerns with SMS plc, our national metering engineer partner, and will help manage your concerns to a reasonable solution.

It is not possible to advise of timescale for getting a resolution for your concerns until the information has been shared with SMS plc, as this depends on the severity of your concerns. However, Home Energy commits to providing regular updates and working in partnership with you and SMS plc, to get your concerns resolved as soon as it is reasonably possible.

Home Energy will be working in compliance with our existing complaint process and procedures.