To find out which Distribution Network Operator (DNO) owns and operates the network you’re connected to, visit the Energy Networks Association website and enter your postcode in the search box.
Once you have established which operator to contact, visit their website to report the power cut and to keep track of updates.
Alternatively, you can call 105 free, to speak to somebody in person.
First steps, if you experience a power cut?
There are a few easy steps to check if you have a power cut or an internal electrical issue.
- Are you the only one effected – do you neighbours have power, are the streetlights working?
- Have your trip switches tripped to off?
- If you’ve found your switches have tripped – can they be reset to restore your power?
- If you have a Smart Meter, is your energy consumption display showing an error?
- If you have a traditional meter, is the display working, or is the consumption disc spinning?
If you been through the list and still do not have any power to your property – call 105.
While Auroras electricity network is very reliable and designed to be resilient, power cuts can happen for a variety of reasons. Unplanned power cuts are usually caused by something unforeseen, such as extreme weather conditions, third party damages or environmental circumstance beyond our control.
If you experience a power cut that you weren’t expecting you can report it by going online to Report a power cut . It is the quickest way to report a power cut and get updates. If you’re unable to report the power cut online, please call 105 or 0800 044 3092. It’s a free number and connects you to your local network operator in the UK who owns and maintains the power lines that connect to homes or businesses.
How we deal with power cuts
In the rare event of a power outage, our teams are on hand 24/7 to restore power as quickly and safely as possible, as well as providing the support and information you need.
During an unplanned interruption, we may be able to restore some high voltage network by remote control from our headquarters, however many other electrical assets may need to be visited to be assessed by our specialist engineers before we are able to restore and allow repair work to start.
Compensation for Power Cuts
- If the unplanned outage was caused by bad weather:
- Category 1 storm: £85 after 24 hours.
- Category 2 storm: £85 after 48 hours.
- Then £45 for every extra 6 hours (up to £2,165).
- If the unplanned outage was cause by another reason:
- £95 after 12 hours (or 24 hours if over 5,000 homes affected).
- Then £45 for every extra 12 hours (up to £390).
- Extra: £95 if power goes off more than 4 times in a year for 3+ hours each time.
Quick links
Safety advice around electricity infrastructure
Your life can be lost within seconds if you come into contact with electricity
Every year, people are killed or seriously injured when they come into contact with high voltage electricity. If you have our electricity equipment on your land or property, Aurora Utilities can work with you to provide safety advice and guidance to ensure that you, and anyone using or working on your land, are aware of the risks and remain safe.
The electricity network is designed to keep you protected
Aurora Utilities is a UK registered Independent Distribution Network Operator, making sure the lights stay on for the homes and businesses we supply across the country.
The safety of the public, our customers and staff will always be our top priority.
The underground cables, overhead lines and substations operated by Aurora are safe in normal conditions. They carry voltages from 230 volts up to 132,000 volts. Dangerous situations can occur when people get too close to, or make contact with, electrical equipment. This can cause serious injuries or even fatalities.
If you are building a permanent or temporary structure close to power lines, it’s a legal requirement you notify us in advance to ensure your building is a safe distance away. This avoids the need to relocate our equipment in the future. You can do this by contacting us at network@aurora-utilities.co.uk.
If you are carrying out certain activities around underground or overhead cables, you could be at risk. These include:
- Working under or close to overhead power lines
- Using construction equipment, farm machinery, high sided vehicles, or tipping activities
- Carrying long objects like scaffold poles or ladders
- Working at height like tree trimming or roofing
- Excavating, demolition
- Fishing or kite flying
If you have our equipment on your land, close to your home or you are working nearby, consider what you can do to keep yourself and others safe.
Avoiding risk near substations
Substations are often found within a residential area. They supply homes and business with electricity. Our substations can come in different sizes that depend on what their role is and the type of customers they serve.
Only trained experts within Aurora or our contractor partners should access substations. If you witness a substation door, its fence or access gate open, damaged or uncontrolled, please contact us on the telephone number displayed on the substation identification sign.
Substations are designed to be safe to the public, as long as you remain outside the perimeter and do not enter them
If you lose any anything belonging to you within a substation, do not go in to retrieve it. If you contact Aurora Utilities, we will arrange to recover your possession safely.
Stay out of danger near underground cables
You should be aware that not all cables may be shown on plans.
Report any underground cable that you find as damaged, no matter how minor it may look. Then stay well clear of the cable damage.
Remember that underground cables do not necessarily run in a straight line. Often they may be bent around unseen, underground obstacles. Equally underground cables can and do changes depth, to navigate obstacles.
Past site alterations can influence the position and location of cables that are plotted on a plan.
Never use stakes, pins or forks where known cables are present.
Be careful around overhead power lines
Always assume overhead power lines are live.
Before starting work you must always check up and around for them.
Overhead power lines can look like telephone wires but never assume this is the case.
Overhead power lines are usually uninsulated and can carry low, high or extra high voltages.
Most overhead power lines are supported by poles, but they can be supported by metal structures as well.
Don’t light fires beneath overhead power lines. This can weaken the line due to heat and may cause the powerline to break and consequently fall to the ground.
Remember that trees, rods, tent poles, ropes and even water can all conduct electricity.
Electricity can and does broach gaps.
Electrical Danger Signs
Signs warning of electrical danger may not always be easy to see or may have been removed. Even if you see no signs, electrical cables may still be nearby. Stay vigilant.
When you see signs warning of electrical danger it is highly likely there is electricity present. Remember, you don’t need to touch a high voltage cable to get an electric shock and even low voltage cables can be dangerous.
Advice on what to do during a power cut
Keep warm – Have blankets and clothes to hand, these will help keep you warm.
Heating – Household boilers may not work during a power cut; you may not have the ability to make hot water. It’s a good idea to try to stay in one room. Keep your windows and doors shut. Once the power is back on, you will need to check that your heating returns to normal.
Medication – If you have medication that needs to be stored within the fridge, speak to your healthcare provider or the NHS on ‘111’ for further advice. Keep icepacks on hand to keep medication cool if the power does go out.
Mobile Phones – You may be able to charge your mobile phone from a powerpack or via your car.
Electric Vehicles – If you need to charge your electric vehicle, remember you can do this at public chargers and not just at home. Check your car’s navigation system to find your nearest charge point.
Lighting – Keep a torch and replacement batteries in a handy place in case you need them. In winter it can get dark very quickly. If you need to use candles, please be careful. Keep an eye on open flames to avoid fires.
Community – Look out for elderly neighbours and ensure they are safe and looked after in a possible power cut.
Remember never put yourself in danger and be ready to alert the emergency services if such a situation arises.
Planned outages communication to customers
At Aurora, we are committed to providing our customers with not only a safe, but a reliable electricity supply.
As a regulated business, we are expected to invest, upgrade and improve our electricity network. So, sometimes we need to carry out network maintenance – preventing any damage to substations, cable and overhead power lines.
For our engineers to carry out this work safely, we may have to turn off the power in the area – for example to repair or replace an old or damaged underground cable or to upgrade supplies to offer a more resilient service.
If we need to switch off the electricity to your home, we will always endeavour to give you at least 48 hours notice in writing before we carry out the shutdown.
If we experience any issues which could change the time your power comes back on, we will try to inform you as soon as we can. This is not a common occurrence.
If you require further information on preparing for a planned interruption, you can contact Aurora at network@aurora-utilities.co.uk.
Complaints handling procedure
At Aurora Utilities, we take customer complaints very seriously, if you are unhappy with the service we have provided please let us know so we can collect the information and learn from your feedback.
If you have a service complaint, please email
complaints@aurora-utilities.co.uk
Each complaint submitted will undergo a through investigation.
We have a meticulous complaint handling procedure with incremental steps to find the correct resolution for all parties concerned.
- Complaint received by Customer Service team
We’ll do our best to resolve the matter immediately, although we may need to investigate the details of your issue and recontact you once we have more detailed information. At this point we will require a phone number, email and postal address. We’ll respond within 10 working days of you contacting us. - Escalate to the Head of Network Operations
If the problem cannot be resolved at the initial point of contact, then the Head of Network Operations will be assigned the responsibility of investigating the complaint and responding within 5 working days. They will aim to resolve the problem at this stage. Where appropriate we will provide an apology and explanation of what went wrong including taking any remedial action where this is needed. Should we fail to respond within this time, we will provide you with a compensation payment in accordance with Ofgem’s Guaranteed Standards of Service. A full list of these standards is available on their website www.ofgem.gov.uk - Escalate to Chief Operating Officer
If the customer is still not satisfied, the complaint will be formally reviewed by the Chief Operating Officer. At this point they will make a decision within 5 working days by letter or telephone – the outcome of which will be captured in the complaints database system. - Energy Ombudsman
If Aurora are satisfied that they have done everything they can to resolve your problem and you are still unhappy, then you have a right to contact the Energy Ombudsman. They will ask for a full account of your dealings with Aurora and will contact us to get our view of events. The is a free and independent resolution service. They will make a final decision and inform you of the outcome. They are approved by the energy regulator, Ofgem, to independently handle disputes between energy companies and their customers, which includes domestic customers and micro businesses. Their service is free to consumers and is simple to use. You can contact them as follows:
Write to: Energy Supply Ombudsman PO Box 966 Warrington WA4 9DF
Telephone: 0330 440 1624
Visit: www.ombudsman-services.org