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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.

    There are a number of factors we consider when setting and estimated time of restoration (ETR), this includes the type of network fault, the location of the fault, current weather conditions, access restrictions, resource availability and the history of faults in that area. We will constantly monitor every single fault and update our restoration times as soon as we know it may be restored sooner or later. 

    You can monitor any changes to your ETR by visiting ssen.co.uk 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. You can also send us a message on Facebook if you'd prefer not to call. 

    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