ESP’s networks span over 6,000km throughout the UK, reaching more than half a million customers. As a network owner and operator, we are responsible for maintaining the network, and repairing any faults that cause interruptions to supply as quickly and safely as possible.
We aim to provide a safe and reliable electricity supply but unfortunately faults can occur that cause interruptions to your electricity supply.
If your electricity supply goes off, or if you have any concern about the safety of your meter, or of our electricity underground cables, please telephone 105 at any time of the day or night.
Our advice if you lose supply:
First, check whether your neighbours have also lost their supply. If your neighbours don’t have power, call 105.
If your neighbours DO have power:
1. Check your trip switch
2. If the trip switch is still on, call 105
3. If the trip switch is off, switch it back on. If it switches back off, one of your appliances may be faulty. Unplug all appliances and then reset the trip switch
4. If only part of your electricity supply has failed and the trip won’t reset, there may be a fault with your internal wiring. Please contact a registered electrician
5. Check your electricity meter. Is the dial/display working? If not, call 105
6. More information and guidance on what to do during a power outage can be found here
If you smell gas:
1. Turn off appliances
2. Open all doors and windows
3. Turn the emergency control valve off at the gas meter. This is a red / yellow lever which should be turned clockwise to the horizontal position
4. Do not smoke and avoid using anything that could be a possible source of ignition, for example, a light switch or electrical sockets
Priority Services Register
The Priority Services Register allows eligible customers to access additional help and support with their energy supply. For information about the qualifying criteria and how to sign up, please visit our FAQ page or download our Priority Services information pack.
The Priority Services Register (PSR) is a free service offered by both your energy supplier and your network operator and it may entitle you to get extra help and support with your energy supply.
You can sign up if any of the following criteria apply to you:
- are a pensioner
- live with a child under 5
- are disabled, seriously or chronically sick
- have an impairment of your hearing, vision, speech or any other communication difficulties including language barriers
- have a long-term medical condition
- are dependent on medical equipment
- have poor mobility, co-ordination or hand movement
- have dementia, a developmental condition or any other mental health concerns
You might also be able to sign up if you’re in a vulnerable situation or need the security of having an additional presence with you when we call, even if it’s only on a temporary basis.
For more information about the PSR and how it could benefit you, you can visit the Citizens Advice information page. To get in touch with us about signing up to our PSR, please contact us via the online form or call us on 01372 587 500.
Once you’ve joined, you may be contacted to ensure that your details are accurate and up to date. This will make sure we can give you the best support for your needs.
We will always follow privacy laws and ensure that your personal information will never be used for marketing purposes.
Electricity can be extremely dangerous, even fatal, if safety procedures are not adhered to.
To ensure that you are using electricity safely, please follow the guidelines below.
Inside the home
When carrying out electrical work in your home always use a qualified electrician, especially when re-wiring. A lot of electrical work is ‘notifiable’ – meaning your local authority needs to be informed of it, and the work needs to be reviewed and signed off by a registered electrician. We recommend getting in touch with your local council for further information before undertaking any electrical work in your home.
Use a safety cut out device (known as an RCD) when using electrical equipment outdoors.
Always ensure the power is off (and unplugged if possible) when working on any electrical appliance – even when changing a light bulb!
Remember that water and electricity are a deadly mix. The bathroom can be one of the most dangerous rooms in the house when it comes to electrical safety. Never bring mains-powered portable appliances such as hairdryers, heaters or radios into a bathroom. Take the necessary precautions after a flood. If your home has been flooded, there is a high chance the electrics could be damaged. Make sure the property is safe before you enter, try to avoid direct contact with any water which remains, and switch off the electricity supply at the fuse box, if it is safe to do so. Do not use any mains powered electrical appliances in areas affected by flooding until advised by a registered electrician that it is safe to do so. Electricity and gas supplies should not be turned back on after a flood until you have had professional advice that it is safe to do so.
Outside the home
- DO NOT play with kites near overhead power lines
- DO NOT fish where the rod or line may come close to an overhead power line
- DO NOT enter electricity substations
- DO NOT climb electricity towers or poles
For further detailed information regarding safety with overhead cables, working around the home, leisure pursuits and digging in the vicinity of underground cables, click here for a selection of downloadable leaflets.
Meters and cables to your home
We aim to provide a safe and reliable electricity supply but unfortunately sometimes faults can occur which cause interruptions to your electricity supply.
In these circumstances, to report the loss of your electricity supply to us or if you have any concern about the safety of your meter, or our electricity overhead lines or underground cables, please telephone us on 105 at any time of day or night.
For further information about safety and security of supply on our network, please see our ‘Security of Supply’ statement located here, or call us on 01372 587 500.
Working near pipes and cables
If you are carrying out building or landscaping works near a gas or electricity installations we encourage you to get the plans beforehand. To gain access to free plans of utilities in the area you can visit Linesearchbeforeudig and log in to make a request. Once you have the necessary plans, you can download our guide here which details good practice.
Energy Theft Tip Off Service
Energy Theft is when someone tampers with the meter or its connections so it doesn’t record how much electricity or gas is being used. When a meter has been tampered with, it is unsafe for those in the property and potentially the neighbours too. If you are aware of meter tampering on any gas or electricity supply, please report it straight away.
If you spot energy theft anywhere, you can report it anonymously on 0800 023 2777. Alternatively you can fill out the anonymous online form at Stay Energy Safe. For more details please visit https://www.stayenergysafe.co.uk/.
We like to hear all types of feedback from our customers as it helps us to know what we’re doing right, and what we need to improve.
If you have any feedback, or have an enquiry, please contact us via the online form, email Customer Services or call the mainline number.