What to do if your power goes off

We do everything we can to ensure that your electricity supply is reliable, but sometimes power cuts can happen. Here are some tips to help you if you don't have any power.

Check with your neighbours

Check if your neighbours have electricity. If they don't, it's likely that the fault is on our electricity network. If it's at night, then it's easy to tell if there's been a power cut as you'll be able to see if any of your neighbours have lights on.

If you live in a built-up area, you might notice that the street lights are on but the lights in all or some of the houses in your street are off. This is because once the power leaves the local electricity sub-station it will sometimes be split across two or three circuits, or 'phases', before it's delivered to the homes in your street. Usually if there's a fault at the local sub-station, only one of the phases will be affected. That's why just some homes will lose power.

If everyone else has power and you're home doesn't, it's likely to be an issue with your own fuses or trip switches. If your fuses and trip switches are ok, then you could have an internal wiring or appliance fault.

Check your fuses and trip switches

Check your trip switches or fuses to see if these have cut your power. If they've tripped or blown, it's likely that you have a faulty appliance or problems with your wiring.

How to check your trip switches and fuses

First check that you have a trip switch. This is a safety switch designed to operate if there's a fault on your internal wiring or on an appliance. It is also known as a RCD (residual current device) or an ELCB (earth leakage circuit breaker). This will be on or near your fuse box. Your fuse box will be no more than three metres away from your electricity meter. If you have a trip switch, you will be able to see a 'push to test' button, bar, and on/off switch or a 'reset' button. (Not all properties have a trip switch so don't worry if yours doesn't.) Check if the switch is on or off.

How to isolate a fault with your wiring or an appliance

If you feel confident to, there are a few things you can do yourself before you call an electrician. Near your meter will be your fuse box. This’ll contain either Miniature Circuit Breakers (MCBs, these are generally up/down flip switches) or pull out re-wirable fuses. You may also have a main trip switch, this’ll have a 'push to test' or a 'reset' button similar to that described above.

With the main trip on (if you have one and resetting it if need be) and your main power turned off, flip all of the individual switches off/pull out all of the fuses. Check to see if any of the fuses are obviously damaged. Then without turning the power back on flip ONE switch back into the on position/replace a single fuse, afterwards turn the power back on. If the power works and the main trip switch doesn’t switch off, then switch off your power again and repeat the process, adding ONE switch/fuse at a time. Eventually the switch/fuse protecting the faulty circuit will cause the main trip to operate, when this happens switch the power back off and reset the main trip switch. Turn the last flip switch back to off/remove the fuse again.

Then flip all your other circuit switches back on/replace all the other fuses. Turn the power on once more and they if there is only one fault the power should stay on. Turning the power off again, you need to unplug or switch off everything that runs on the faulty circuit. Common culprits are kettles, immersion heaters, and hot plates on electric cookers. Once done, try flipping the switch/replacing the fuse and turning the power back on. If the main trip goes again and there is nothing plugged in then there’s probably a problem with the wiring and you’ll need an electrician.

If the power remains on and the main trip does not operate, then one or more of the appliances you have removed is faulty. Turn off the power again and plug in and switch on ONE appliance before switching the main power back on. Repeat this until the main trip switch goes. When this happens the last thing you plugged in should be removed before testing again. If the power stays on you have found your faulty appliance.

If you have found a fault with your wiring, an appliance or your fuse box, it is always best to use a qualified electrician rather than try to repair the fault yourself. Phone SSE Home Services on 0845 712 5349 for advice on finding an electrician.

Make your electricity network operator aware

If you've checked your fuses or trip switches and your appliances and wiring are not faulty, you should report the power cut.

Contact our Emergency line directly on 0800 300 999. We’ll give you up to date information for your area and one of our specialist advisers should be able to let you know when your power will be back on.

If we’re not the local network operator in your area find the emergency telephone numbers for your area. We've also got some advice on how to cope with a power cut:

Keep a torch with fresh batteries in a place where you can reach it easily. Turn off your electrical appliances and lights, but leave one light switched on so you know when the power is back on. Be careful if you use other forms of heating and lighting, such as paraffin heaters and candles. Remember that the doorbell will probably not work (unless it runs on batteries), nor will an alarm system (unless it has a battery back-up). If we have warned you that the electricity will be turned off, boil some water and keep it in a thermos flask. You can use it to make hot drinks or fill a hot water bottle if you get too cold. When your supply is back on, you may need to reset electric timers, alarm clocks and so on.

Food in the freezer should keep for about eight hours without power. Do not open the freezer doors unless you have to. Check the food when the power is back on to make sure it has not thawed. If it has, do not refreeze it. You may be able to claim on your household contents insurance for any lost food. Check your policy to make sure.