Embargoed for 13/11/14 at 00:01 GMT: Get ready for winter with services to help customers

UK Power Networks, which runs the electricity network across the South East, has today launched a new helpline number for customers to call when they need to, as part of its services to help customers this winter.

 

The company has introduced one single phone number for customers to ring free from a landline in the event of a power cut on 0800 316 3105 or for the cost of a local call rate number from a mobile on 0333 323 2105.

 

Staff are also urging thousands of people across the South East today to join the company’s free Priority Services Register for vulnerable customers. It entitles them to extra help such as updates or home visits. There are nearly 137,000 customers on the register in the region, but many more could benefit this winter.

 

To prepare for the winter weather the company has invested more than £500million in maintenance and upgrades this year, making sure its electricity networks are robust and reliable.

In the last four years, UK Power Networks has reduced the number of power interruptions by 30% and the duration of those power cuts by 40%.

 

Tree cutters working in Sedlescombe earlier today showed one of the ways the company increases the resilience of the electricity network. Colin Barden, UK Power Networks’ Head of Network Operations in the South East, was joined there by Ben Jenkins, emergency response manager for East Sussex at the British Red Cross, the company’s charity partner. Their dedicated volunteers visit vulnerable customers at the scene of more complex power cuts and has helped over 16,000 people at hundreds of locations since the electricity company pioneered the partnership in 2008.

 

Speaking at the event, Colin Barden said: “Communication with customers is a top priority, and we want to ensure everyone in the South East knows who can help them get the lights on quickly. The new number will help people get in touch as soon as the power goes out and by joining our Priority Services Register vulnerable people can get the service they need in the event of a power cut.

 

“Following last year’s storms, we have invested millions in our equipment to ensure our network remains reliable, and we want to be prepared for all weather situations. In addition to our new number, we have added an extra 900 trained call handlers to help improve our customer response during periods of adverse weather.”

 

Ben Jenkins said: “The unified phone number will ensure people know who to turn to in the event of a problem, and our teams will be on hand to bring practical help and emotional support to those who need it.

 

“I hope the new phone service brings peace of mind to residents across the South East and encourage those who are vulnerable to sign up to the Priority Services Register without delay”. 

 

The company is also advising customers on how they can prepare for winter with a new video: http://uk-power-networks.prezly.com/

 

Ends

 

For further information please contact Larry Smith at [email protected] or 02074133171(extension 3171)

 

 

Notes to editors: UK Power Networks distributes more than a quarter of the UK’s electricity through its networks of substations, underground cables and overhead lines making sure the lights stay on across London, the South East and the East of England.

 

The company’s 5,600 employees are dedicated to delivering a safe, secure electricity supply to 8.1million homes and businesses regardless of who they pay their energy bills to.

The industry regulator Ofgem sets an allowed revenue to distribution companies so that they can maintain safe and reliable electricity supplies.

 

UK Power Networks invests more than £500million in its electricity networks every year and is also undertaking trials to ensure that electricity networks support the transition to a low carbon future. It also maintains and upgrades power equipment, and moves and connects new electricity cables.

If customers are unfortunate enough to be affected by a power cut or have another issue with the electricity supply to their property, they should contact UK Power Networks.

 

www.ukpowernetworks.co.uk

 

Tips in a power cut:

- Notify UK Power Networks on the new number above

- See the website (via a mobile device) for useful videos with advice

- Use a corded phone which you can plug in, as cordless phones won’t work without power

- Dress warmly in several layers of clothing, stay in one room or even get into bed

- Take care if using candles, tea-lights and other naked flames

- Switch off electrical equipment, except one light so you know when the power comes back on

- Street lights may also be off so take care if you go out

- Look out for elderly neighbours; please consider taking them a flask of hot water or hot food

- Listen to local media who often broadcast helpful information