Power cuts are usually fixed quickly. However, in exceptional circumstances when they last a few hours, you’ll need to call your Distribution Network Operator (DNO) to find out what is happening.

If you do experience a power cut we would suggest that you consider the following:

Check your fuse box

If there’s a problem with your electricity supply, the first thing you need to do is to check your fuse box. If any of the fuses have tripped:

  1. Turn off your appliances;
  2. Reset the switch.
  3. If you have a prepayment meter, check to see if the red indicator light is on. If it’s off this could be a result of a power cut, please contact 105 and you will be directed to your local distribution network operator. Alternatively, you can use the direct contact information below.

If the fuse hasn’t tripped you could check with your neighbours to see if they have power

  1. If they haven't, you’ll need to contact your local Distribution Network Operator at one of the numbers listed below;
  2. If the issue relates to the wider network, then it’s up to the Network Operator to investigate and fix the problem.

What if I use up my emergency credit and are unable to top up?

Don’t worry, we have you covered. As standard we offer £5 emergency credit which becomes available once you have used up your own credit.

But, even if you do happen to use all your emergency as long as you have the letters KBD, or KBC on the front of your meter we can provide Friendly Credit. This feature allows you to use more than £5 between a certain period allowing plenty of time for you to top up.  See the friendly credit period below.

Please note: you need to be on supply for this feature to become available and will need to ensure the full amount plus any additional amount for credit is topped up.

For example: If you have used £5 emergency and £2 friendly credit you owe £7 back to the meter. If you decide to top up £17, your meter will show only £10 available credit.

Friendly Credit Period

Mon: Fri 6pm – 9am
Sat: Not available
Sun: 6pm – 9am

Please remember to top up enough over the Christmas period, it get's cold!

We have also made sure Friendly Credit is also available over the Christmas period.

Christmas Eve: 6pm – 9am
Christmas Day: 6pm – 9am
Boxing Day: 6pm – 9am

What if I have an error code showing on my meter? 

Sometimes your meter screen may display an error, please use the following link.

More prepayment FAQs please use the following link.

How to find your District Network Operator

You can contact your DNO by using the table below or by clicking here.


Area Company Emergency No. Website
North Scotland SSE Power Distribution 0800 300 999 ssepd.co.uk
Central and Southern Scotland SP Energy Networks 0800 092 9290 (or 0330 1010 222 from a mobile phone) spenergynetworks.co.uk
North East England Northern Powergrid 0800 668 877 northernpowergrid.com
North West England Electricity North West 0800 195 4141 enwl.co.uk
Yorkshire Northern Powergrid 0800 375 675 northernpowergrid.com
Merseyside, Cheshire, North Wales and North Shropshire SP Energy Networks 0800 001 5400 (or 0330 1010 400 from a mobile phone) spenergynetworks.co.uk
East Midlands, West Midlands, South Wales & South West England Western Power Distribution 0800 6783 105 westernpower.co.uk
Eastern England UK Power Networks 0800 783 8838 (or 0333 202 2021 from a mobile phone) ukpowernetworks.co.uk
Southern England SSE Power Distribution 0800 072 7282 ssepd.co.uk
London UK Power Networks 0800 028 0247 (or 0333 202 2022 from a mobile phone) ukpowernetworks.co.uk
South East England UK Power Networks 0800 783 8866 (or 0333 202 2023 from a mobile phone)

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