86% of people in South West in the dark about free power cut helpline

New research from National Grid Electricity Distribution (NGED) shows 86% of people in the South West don’t know about the first port of call in a power cut – the 105 helpline. 105 is a free number that connects callers directly to their local electricity network operator in the event of a power cut.

Power cuts can happen at any time – whether due to severe weather, unexpected incidents, or technical faults.

For many, the first moments of a power cut can be confusing for people, especially if it’s unclear whether the issue is affecting their home, their street, or the wider area.

The 105 helpline is designed to provide people with fast, direct access to the right support, regardless of who supplies their electricity.

Despite its importance, awareness of the 105 number remains low in the South West, and National Grid is encouraging everyone to keep the number handy in the event of a power cut.

National Grid’s support hub at https://www.customer.nationalgrid.co.uk/wintersupport provides practical advice on what to do in a power cut, including:

• Taking action ahead of time: save the 105 number now
• How to check if the issue is in your home or the wider area
• Steps to keep food safe if your fridge or freezer loses power
• Tips for staying warm and comfortable until power is restored
• Guidance on checking in with neighbours, especially those who may need extra help

Simon Roper, who works in NGED’s Contact Centre, said:

“If your power goes out, the one number you’ll need is 105. We have contact centre staff working 24/7 ready to take your call, and engineers ready to respond and get you reconnected. We want everyone to be ready, and a little preparation can make a big difference, especially for those who might need extra help.”

As well as saving the number 105, people can sign up to a free Priority Services Register (PSR). This is for those who may need extra support during a power cut - such as older people, those with medical needs, families with young children, or anyone who might be particularly vulnerable. More information about the PSR can be found at https://www.nationalgrid.co.uk/psr.

Lawrence Slade, Chief Executive, Energy Networks Association, which represents the UK’s electricity network operators said:

“It’s very important that energy customers who have extra communication, access or safety needs should join the free Priority Service Registry to receive additional information and support. Energy networks place support for customers with additional needs at the core of their approach to customer care, and the PSR is internationally recognised as an effective innovation in support services.”