Power cut We can offer you extra support during a power cut

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1 Power cut We can offer you extra support during a power cut You, your carer or family may find this useful.

2 Contents 2 What support can we offer? 3 Who can apply? 4 How to apply 5 Useful tips to prepare in case of a power cut 6 Useful information about power cuts 7 Stick our contact details somewhere safe 14 Get in touch 16 Application form 19

3 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. 3 We can t get your power back on more quickly (although we will try our hardest) but we can: l Offer you a special priority phone number that you can call if you do have a power cut l Keep you updated during a power cut, either by text messages or calling you l With your agreement, we can ask the British Red Cross to visit your home for extra help and support

4 Who can apply? l Customers who are dependent on medical equipment l Customers who are chronically sick 4 l Customers with a disability l Customers who are blind or visually impaired l Customers who are deaf l Customers with young babies l Nursing or residential homes l Elderly customers l We will consider other cases too if you think you would feel particularly vulnerable during a power cut

5 How to apply Norwich If you or 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: l Completing the form at the back of this booklet and posting or ing it to us or 5 Peterborough Cambridge l Applying online here: London Dover Gatwick Folkestone Brighton

6 Useful tips to prepare in case of a power cut 6 l Make sure you always keep a torch and spare batteries handy l Keep all emergency contact numbers including friends, family and carers in a memorable place l Always have a standard phone on each floor of your home, as cordless phones may not work during a power cut l 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 l 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 l 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

7 Useful information about power cuts 7

8 What causes power cuts You may not have thought about this before but these scenarios commonly cause power cuts. 8 Severe weather l Strong winds can pull overhead power lines down l Water can get into underground electricity cables and damage the cable l Lightning can damage power lines and equipment Trees l Falling trees and branches when it is windy can bring electricity cables down l Trees brushing against an electricity line can damage the electricity cable. We work hard to cut trees back from powerlines. However, this still happens Other people damaging cables l When digging in the ground or working near overhead power lines it is common for people to 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

9 Planned power cuts Sometimes we may need to switch off your power while we work on electricity cables nearby. 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. 9 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.

10 How we get your power back on We ll see if we can fix the problem remotely which is Once we know of the quickest way (it s not a power cut one of always possible though) our qualified team investigates 2 3 If not, then our engineers will travel to your local area......to one of our electrical substations to try and get the power back on as quickly and as safely as possible

11 5 Sometimes it may take longer for us to fix the fault if there is damage to our equipment 6...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

12 Advice during a power cut 12 Watch our short video called What should I do with my fridge freezer in a power cut at ukpowernetworks. co.uk/videos Keeping your food cold Avoid opening the fridge or freezer door to protect the food. This can usually last up to 15 hours if you do this. General tips l Unplug any expensive appliances until your power comes back on l Remember that many modern home phones, particularly cordless ones, may not work during a power cut l Leave one light switched on, so you know when the power returns l Limit the use of your laptop or smart phone to retain battery power l Remember that we are here 24 hours a day to keep you updated See pages 14-15

13 Preventing power cuts Each year we spend around 300 million to replace and maintain the electricity cables and power lines in local areas. This will make the electricity in your area more reliable. We invest in new technology. 13 l Quickly switching your power back on from our contact 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

14 Get in touch 14 I have a power cut Call us 24 hours a day: from a landline from a mobile* London East of England South East Text POWER and your postcode to 80876** during a power cut and we ll text you updates Search your postcode at: ukpowernetworks.co.uk/priority-services Tweet or send us a Facebook post and we ll reply 24 hours a day I need to move or connect electricity cables Apply at or Smallservices@ukpowernetworks.co.uk * We understand calling 0800 numbers from mobile phones or abroad is expensive so calls to these numbers will be charged at your standard network rate for calling landlines. Calls to these numbers are normally included in any inclusive minutes you have on your mobile contract. ** We 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.

15 I have a general enquiry I want to make a complaint If you have any comments or complaints about our service please contact us: Complete our online form at or if calling from a mobile (Monday to Friday 8:30-5pm) Customer Relations team, UK Power Networks, Fore Hamlet, Ipswich IP3 8AA 15 19

16 Priority Services Register application form If you or someone you know, want to be added to our register, please complete the information below then detach the form and post (free of charge, no envelope or stamp needed) to: Priority Services, UK Power Networks, Fore Hamlet, Ipswich, IP3 8AA. or us at: We will then contact you with further details. An online version of this form is also available at Title First name Last name Phone number Alternative no. How do you want us to contact you during a power cut? Call me Text me Address Postcode Reasons for inclusion I am dependent on medical equipment I am chronically sick I am disabled I am blind or visually impaired I am deaf I have a young baby I run a nursing or residential home I am elderly Other Submit SUBMIT

17 ukpowernetworks.co.uk UK Power Networks Holdings Limited Registered office: Newington House, 237 Southwark Bridge Road, London SE1 6NP Registered number: registered in England and Wales

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