Experiencing a fault or power outage?

If you are having problems with power supply and require electricity for medical equipment please

• Use back up power (generator or batteries) and call for an update
• Ask family or friends who have power if they can help
• If neither of these are available, we recommend seeking assistance from your nearest hospital. Call 111 if you require urgent medical attention or need an ambulance. Please read our non emergency information about letting us know if you are medically dependent.
• If the disconnection of electricity may result in loss of life, or serious harm to your or someone in your home, you will need to ensure that you have an emergency response plan in place to respond to any planned electricity outages.

Please see clause 5 of our terms and conditions.

To minimise any inconvenience this could cause please consider:

• Protecting your appliances. Turn off any sensitive electrical equipment at the wall, such as computers, modems, fax machines and media players. Otherwise, please ensure your equipment is protected against power surges. Note that as long as fridges and freezers are kept closed, the food inside shouldn't be affected.
• Protecting anyone in your home that has critical medical equipment powered by mains electricity, or is reliant on electricity for critical medical support. If the disconnection of electricity may result in loss of life, or serious harm to you or someone in your home, you will need to ensure that you have an emergency response plan in place to respond to this electricity outage.
• Protecting yourself. Please remember to be careful and treat all lines and equipment as live at all times. Your power may be restored without warning and possibly earlier than planned.
• Occasionally there may be events or cicumstances beyond our control which may prevent the planned outage(s) from occuring, or may cause the interruption times and dates to vary. We apologise for any inconvenience should this happen and, where possible, will endeavour to adhere to the timeframes outlined in our communication.