Power cut guide
Calling 105: What Happens When You Report a Power Cut
Quick answer: 105 is a free, 24-hour number for reporting power cuts and damage to power lines or substations in England, Scotland and Wales. It connects you to your local electricity network operator, the company that actually repairs the fault. If the operator already knows about a power cut near you, you will usually hear a recorded update; if not, you can report it to an adviser, who logs it and sends an engineer. In Northern Ireland, call NIE Networks on 03457 643 643 instead.
Is the power off where you are? See live power cuts from the network operators and reports from neighbours.
This guide explains what 105 is for, what to do before you dial, what to expect on the call, and what happens behind the scenes once your report goes in. It also covers when it is worth calling back, and which problems 105 cannot help with.
What 105 is, and who runs it
105 was launched on 6 September 2016. It is paid for and run jointly by the electricity network operators in England, Scotland and Wales, the companies that own and maintain the cables, overhead lines and substations. Before 105, many people simply didn’t know who to call: research quoted at the launch found that 72% of people didn’t know who to contact in a power cut, and 43% would wrongly ring their energy supplier.
The key facts:
- It is free from most landlines and mobiles.
- It is open 24 hours a day, every day, including bank holidays.
- It works whoever your energy supplier is.
- It covers England, Scotland and Wales. It does not cover Northern Ireland.
- You can use it to report a power cut, get an update, or report damage to power lines or substations.
Your supplier (the company on your bill) is not the right contact. If you are not sure why, our guide to the difference between your network operator and your energy supplier explains who does what.
Before you call: a quick checklist
A minute of checks can save you a call, or make the call much quicker.
- Check your trip switches in the consumer unit. If one has dropped, the problem is inside your home and the network operator can’t fix it.
- Check prepayment credit if you have a prepayment meter.
- Look outside. Are neighbours and street lights off too?
- Look up your postcode. If a fault is already listed, you may already have the update you need. Our guide on how to check for a power cut in your area covers the quickest ways.
Then have these details to hand:
- Your full address and postcode
- A phone number you can be reached on (ideally a mobile, as many digital landlines stop working in a power cut)
- When the power went off, and whether it flickered first or you heard a bang
- Whether your neighbours are affected
- Any damage you can see, such as a fallen line, a damaged pole or smoke from a substation, and exactly where it is
- Whether anyone in the home relies on electrical medical equipment or needs extra help
What happens when you dial 105
When you call 105 you are put through to the network operator for your area. You don’t need to know the operator’s name. Depending on how you call, you may be asked to confirm your postcode so the call reaches the right place.
If there is already a known fault
During a known power cut, you will often hear a recorded message first. It usually tells you that the operator is aware of a fault in your area, roughly what is happening, and an estimated time for the power to come back. If the message matches your situation, you don’t need to stay on the line.
If you need to speak to someone
You can usually choose to speak to an adviser. They will take your details, check whether your address is linked to a known fault, and log a new report if it isn’t. They can also take reports of damage, add a note if someone in your home is vulnerable, and may be able to sign you up for text updates.
During storms
When thousands of homes lose power at once, lines get very busy. Operators post regular updates online and on social media during big incidents. If your situation isn’t urgent and you can get online, a postcode check is often quicker. If anyone is at risk, keep trying, or call 999 if there is danger to life.
Tip: If you are on the Priority Services Register and your operator has given you a dedicated priority number, use that rather than 105. It is there so you don’t have to queue.
What the operator does after your report
Your report goes to the operator’s control centre, which monitors the network. Faults on the higher-voltage network are often picked up by the operator’s own monitoring, so it may already know before anyone calls. Reports from customers help pinpoint where the fault is, especially on the low-voltage cables that run along streets and into homes.
What happens next depends on the fault:
| Type of fault | What usually happens |
|---|---|
| Fault on the higher-voltage network | Engineers can often reroute power remotely or by switching, restoring many homes quickly while the damaged section is repaired. |
| Fault on a street cable | An engineer is sent to find the fault. Repairs can involve digging up the road, which takes longer. |
| Fault with the operator’s main fuse at your property | An engineer visits to replace it. Ofgem standards set a time to attend (see below). |
| Storm damage to overhead lines | Operators prioritise dangerous damage and the repairs that bring back the most homes first, then work through smaller faults. |
Remote switching can be fast. For example, National Grid Electricity Distribution reports that in 2024/25 it restored between about 85% and 91.5% of customers affected by high-voltage faults within one hour, depending on the region. For more on typical timings, read our guide to how long power cuts last in the UK.
If the operator’s own fuse at your home has failed, it must attend within 3 hours on weekdays (7am to 7pm) or 4 hours at weekends and on bank holidays (9am to 5pm). If it doesn’t, you are entitled to £40.
Reporting damage to power lines and substations
105 isn’t only for power cuts. You can also use it to report:
- Fallen, low-hanging or sparking power lines
- Poles that are leaning, damaged or hit by a vehicle
- Trees touching or close to overhead lines
- Substations with broken fences, open doors or signs of a break-in
- Cables exposed by roadworks or digging
Safety: Keep well away from any fallen line, keep other people and pets back, and treat it as live even if it looks dead. If there is immediate danger to anyone, call 999 first, then 105.
Our guide to what to do about fallen power lines covers this in more detail, including what to do if a line falls on a car.
When to call back
You don’t need to keep ringing for updates, but there are times when a second call is the right thing to do:
- Your neighbours’ power comes back and yours doesn’t. You may have a separate fault the operator doesn’t know about.
- The estimated restoration time passes with no update and no power.
- Your situation changes. For example, a medical device battery is running low, someone becomes unwell, or a vulnerable person is getting cold.
- Your lights are dim or keep flickering after the power returns, or appliances behave oddly. This can be a sign of a network fault, so unplug sensitive equipment and report it.
- You see new damage, such as a line that has come down since your first call.
If someone needs urgent medical help, call 999 or NHS 111 rather than 105. The network operator can’t provide medical help.
What 105 can’t help with
105 is only for the electricity network. Here is where to go for other problems:
| Problem | Who to contact |
|---|---|
| Bills, tariffs or prepayment top-ups | Your energy supplier |
| Faulty meter | Your energy supplier |
| A trip switch that keeps tripping, or wiring faults inside your home | A registered electrician |
| Smell of gas | 0800 111 999 (Great Britain) or 0800 002 001 (Northern Ireland) |
| Power cut in Northern Ireland | NIE Networks: 03457 643 643 |
| Danger to life, fire, or medical emergency | 999 |
All of these numbers are collected on our emergency numbers page, which is worth bookmarking or printing.
Getting extra help if you’re vulnerable
If you or someone you live with is of state pension age, disabled, has a long-term medical condition, relies on medical equipment that needs electricity, has children under five, or is pregnant, you can join the Priority Services Register for free. You can sign up by calling 105 or through your network operator’s website, and it is worth telling your supplier too.
Being on the register can mean advance notice of planned cuts, priority updates during a power cut and, in long cuts, welfare support where it is available. Our guide to the Priority Services Register explains who can join and what support to expect.
Frequently asked questions
Is 105 free to call?
Yes. It is free from most landlines and mobiles in England, Scotland and Wales, whoever your phone provider or energy supplier is.
Does 105 work in Northern Ireland?
No. In Northern Ireland, report a power cut to NIE Networks on 03457 643 643.
Can I call 105 for a gas leak?
No. 105 is only for electricity. If you smell gas in Great Britain, call 0800 111 999. In Northern Ireland, call 0800 002 001.
Will 105 tell me how long the power cut will last?
Usually, yes. Once the operator has assessed the fault, the recorded message or adviser will give an estimated restoration time. It can change once engineers find the cause, so check again if the time passes.
Do I need to report a power cut to get compensation?
Most guaranteed standard payments in Great Britain are made automatically, but the clock for some of them starts when the operator becomes aware of the fault. Reporting it promptly helps make sure your home is linked to the right incident.
Save 105 in your phone now so it is there when you need it. If the power is already off, our complete power cut guide takes you through staying safe and warm while you wait. In between calls, you can check your postcode for live updates.
Sources
- Powercut105 u2013 Energy Networks Association
- Electricity North West u2013 New national phone line launched for power cuts (6 September 2016)
- SP Energy Networks u2013 What to do in a power cut
- National Grid Electricity Distribution u2013 Key performance targets
- National Energy System Operator u2013 Energy outages
- Ofgem u2013 Check if you can get a payment for a power cut
Checked against these sources on 28 October 2026. Rules and amounts can change – your network operator or Ofgem has the final word. Spotted something out of date? Tell us.
More on during a power cut: What to Do in a Power Cut: The Complete UK Guide · All power cut guides