Power cut - UK Power Networks

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Priority Services
UK Power Networks
Fore Hamlet
Ipswich
IP3 8AA
Power cut
We can offer you extra support
during a power cut
You, your carer or family may find this useful.
Contents
What support can we offer?______________________3
Stick your priority telephone number
somewhere safe_ ______________________________4
2
Useful tips to prepare in case of a power cut_ _______6
Useful information about power cuts_______________7
Get in touch__________________________________14
Notes____________________________________16
Sign someone else up _______________________17
How to sign someone else up____________________18
What support can we offer?
During a power cut we understand that some people may need extra
support. If we know where you are, we can help.
We own and maintain electricity cables and lines across London,
the South East and East of England making sure your lights stay on.
We hold a list (called our Priority Services Register) of thousands of
customers who would feel particularly vulnerable during a power cut
and we provide them extra support if needed. You are now on our list.
We can’t get your power back on more quickly (although we will try our hardest) but
we can:
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Offer you a special priority phone number that you can call if you do have a
power cut
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Keep you updated during a power cut, either by text messages or calling you
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With your agreement, we can ask the British Red Cross to visit your home for
extra help and support
Priority Services Register application form_ ________19
3
Stick your
priority telephone
number somewhere safe
On your fusebox
In your kitchen
With other
important information
Power cuts are rare so peel off this sticker, and
keep it safe in case you need it...
4
5
Contact UK Power Networks 24 hours a day
Text POWER and your postcode to 80876
ukpowernetworks.co.uk/powercut
0800 31 63 105
(free from a landline or mobile phone)
Facebook “f ” Logo
CMYK / .eps
Facebook “f ” Logo
CMYK / .eps
@ukpowernetworks
Useful tips to prepare in case of a power cut
6
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Make sure you always keep a torch and spare
batteries handy
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Keep all emergency contact numbers including friends,
family and carers in a memorable place
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Always have a standard phone on each floor of your
home, as cordless phones may not work during a
power cut
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Stair lifts – if you have one that is mains operated
then it will stop during a power cut. Does it have
battery backup power? If your lift doesn’t have this, it
may be possible to have it fitted. Please contact your
lift manufacturer for more information. Also it is worth
checking to see if there is a manual release handle
that can be used to return the lift safely to ground
level if it stops halfway between floors
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Bath hoists – most modern bath hoists have a fullysealed rechargeable battery pack so you should be fine
during a power cut. It’s worth checking this with the
manufacturer
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Medical equipment – if you have a medical condition
and rely on medical equipment which would be
affected by a power cut then speak with your carer,
district nurse, doctor or social worker. They may be
able to give you a personal emergency plan so you
know what to do if you have a power cut
Useful information
about power cuts
7
What causes power cuts
8
Planned power cuts
You may not have thought about this before but these scenarios
commonly cause power cuts.
Sometimes we may need to switch off your power
while we work on electricity cables nearby.
Severe weather
For example, we could be replacing or repairing an
underground cable or equipment that is old or damaged.
Or we could be making changes to overhead lines because
one of your neighbours has asked us to. For our engineers
to carry out this work safely, we have to switch off the
electricity supplies serving the area.
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Severe winds can cause damage to overhead power lines. Wind-borne debris or trees
falling on power lines can pull them down
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Water can get into underground electricity cables and damage the cable
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Lightning can damage power lines and equipment
Trees
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We work hard to cut trees back from powerlines, however damage can still happen.
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Trees brushing against an electricity line can damage it. We have an extensive treetrimming programme to prevent this happening
Other people damaging cables
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When digging in the ground or working near overhead power lines occasionally
people do damage our electricity cables. For example someone could accidently cut
through electricity cables when digging. We work hard to prevent this by providing
plans of where our electricity cables are and training other companies’ staff but
accidents still happen
But don’t worry – we’ll tell you before we do that unless
it’s an emergency situation. We’ll send you a note through
your door, in advance, that will give you the times we
expect to switch off the power and when it is due back on.
9
6
How we get your power back on
5
4
3
10
2
1
Once we know of
a power cut one of
our qualified team
investigates
We’ll see if we can fix the
problem remotely which is
the quickest way (it’s not
always possible though)
If not, then our
engineers will
travel to your
local area... ...to one of our
electrical substations
to try to get the
power back on as
quickly and as safely
as possible
Sometimes it may take
longer for us to fix the
fault if there is damage
to our equipment
...we will send regular updates on
how the work is going. You can
see these through our website,
text messages or by calling us
7
Your power is back on!
11
Advice during a power cut
Preventing power cuts
Keeping your food cold
 Watch our
12
short video called
‘What should I do with
my fridge freezer in a
power cut’ at
ukpowernetworks.
co.uk/videos
Avoid opening the fridge or freezer door to protect
the food. This can usually last up to 15 hours if you do this.
Each year we spend about £500 million to
maintain and replace electricity cables and power
lines. This ensures the power in your area is
reliable now and in the future.
General tips
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Unplug any expensive appliances until your power
comes back on
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Remember that many modern home phones,
particularly cordless ones, may not work during a
power cut
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Leave one light switched on, so you know when the
power returns
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Limit the use of your laptop or smart phone to retain
battery power
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Remember that we are here 24 hours a day to keep
you updated – See pages 14-15
We also invest in new technology which enables
us, where possible:
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to switch your power back on from our control centre.
For you this means the power comes back on within
minutes. We will always try to see if we can do it this way
13
Get in touch
14
I have a power cut
I want to make a complaint
Call us 24 hours a day:
0800 31 63 105
(free from a landline or mobile phone)
If you have any comments or complaints about our
service please contact us:
Text POWER and your postcode to 80876*
during a power cut and we’ll text you updates
Search your postcode at:
ukpowernetworks.co.uk/powercut
Tweet or send us a Facebook post and we’ll reply
24 hours a day
Text Relay 18001 0800 31 63 105
0800 028 4587 (Monday to Friday 8:30-5pm)
Text Relay 18001 0800 028 4587
I need to move or connect
electricity cables
0845 234 0040
Apply at ukpowernetworks.co.uk or
Smallservices@ukpowernetworks.co.uk
Text Relay 18001 0845 234 0040
*W
e will not charge you for registering for this service or for receiving text messages that we send you. However, standard text message fees
apply if you send us a message and may vary according to your mobile network provider. If you are using this service outside of the UK you may
be charged to receive messages.
I have a general enquiry
0845 601 4516
ukpowernetworks.co.uk
Text Relay 18001 0845 601 4516
Customer Care team,
UK Power Networks,
Fore Hamlet,
Ipswich
IP3 8AQ
15
Notes
Sign someone else up
Now you are on our Priority Services Register, please let
others know and we can help them too, if they are:
16
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Dependent on medical equipment
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Chronically ill
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Disabled
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Visually impaired or blind
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Hearing impaired or deaf
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Elderly
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A nursing or residential home
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Have a young baby in the household
We will consider other cases too if you think you would feel
particularly vulnerable during a power cut.
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Moisten along gummed edge
!
If someone you know, meets our criteria on the previous page
and lives in London, the South East of England or the East of
England then please apply by either:
Norwich
18
Peterborough
Ipswich
Luton
Dover
London
Tunbridge Wells
Gatwick
k
Brighton
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Apply online at www.ukpowernetworks.co.uk/priority
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Email psr@ukpowernetworks.co.uk
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Complete the form, detach and post (free of charge, no
envelope or stamp needed)
Please detach along the perforated line, moisten gummed edge, fold and seal before posting. No stamp or envelope required.
How to sign someone else up
Priority Services Register application form
Please tick this box to confirm
if you would like us to share
your personal data with the British
Red Cross, emergency responders,
your electricity supplier and
others whom UK Power Networks
engages to provide the service to
you. UK Power Networks will hold
your personal data in accordance
with the requirements of the Data
Protection Act.
If you know someone that should be added to our register, please
• Apply online at www.ukpowernetworks.co.uk/priority
• Email psr@ukpowernetworks.co.uk
• Complete this form, detach and post (free of charge, no envelope or stamp needed)
Who can apply?
Dependent on medical equipment
Chronically ill
Disability
You can apply for
these reasons,
please specify
which is most
relevant
Visually impaired or blind
Hearing impairment or deaf
Elderly
Nursing or residential home
Young baby in household
Other
Please tick (one) if you need our literature in: braille Title
First name
audio
or larger font
Last name
Telephone number
Mobile
Address
Postcode
Email
How do you want us to contact you during a power cut?
Completing this on
behalf of someone else?
Your name
Your telephone number
Moisten along gummed edge
Call me
Text me
Contact someone else
(details below):