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  • Providing an estimated time of restoration (ETR)

    We promise that we'll always provide a restoration time in a power cut to enable you to plan your day

  • At SSEN, we will always aim to provide an accurate timescale of when you can expect your power to be restored. As soon as a fault is logged in our customer system we publish the estimated time of restoration (ETR) on our website, Power Track app and through our contact centre. This estimate is  given based on our best knowledge at that time of the type of network fault, its location and current operational conditions.

    With weather warnings currently in place for heavy snow in central southern England, we do expect some disruption to power supplies over the next 48 hours. These conditions may mean that our operational teams also encounter access issues due to drifting snow or road closures. In some cases this may delay repairs significantly.

    As we gain more localised knowledge on weather conditions, extent of damage and access issues throughout our regions, this standard ETR will either brought forward or, on some occasions, extended.  In these instances, we will keep our customers fully up-to-date with regular texts or calls.

    You can monitor any changes to your ETR by visiting or by downloading our PowerTrack app, available through the AppStore or Google Play. You can also register for updates to be provided by text message, or you can call us on 105 to speak to a customer service advisor.

    If you feel that you could benefit from some additional assistance, in the event of a power cut, you can register for our Priority Service Register (PSR). People can qualify for PSR if they: 

    • Are dependent on electricity for home medical care
    • Have a chronic illness or short term medical condition
    • Are disabled
    • Have special communication needs
    • Have children under the age of five
    • Are over the age of 60 

    To find out more about the PSR, click here or call 0800 294 3259.

    Engineer climbing pole