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Extra information for vulnerable customers
We know it can be particularly worrying if you rely on electricity for medical equipment, have a chronic or serious illness, mental health care needs, poor mobility, are of pensionable age, have a young family, or need alternative communication or temporary support.
Below is some additional advice to help plan ahead and make sure you, or those you care for, are properly prepared for a power cut. (Click on the + icons below for specific advice on each topic.)
Plan ahead
If you don’t feel safe or comfortable staying at home during a power cut, we can
help you find alternative accommodation. Our customer support vehicle may also be
dispatched to provide emergency supplies, charging facilities for mobile phones, as well as hot drinks and meals.
What to do during a power cut
- Have a torch handy.
- Only use other forms of heating and lighting if you can do so safely.
- Remember, if your landline phone requires a mains power supply, it won’t work
during a power cut. - If you have a mobile phone, limit your use to save battery.
- Don’t open the fridge/freezer door to keep food and medicine cold
- A fridge will keep food cold for about 4 hours if the door is kept closed.
- A full freezer will keep temperature for about 48 hours, a half-full freezer
for 24 hours. - If you have a baby, you may want to consider a cold water sterilising kit.
- Have some warm and cosy blankets handy.
- Stock up on non-perishable foods that can be eaten cold.
- Make sure electronic gadgets and phones are fully charged to help keep kids entertained.
- Keep a games box handy including books, which can be read by torchlight.
- When power is restored, turn your appliances back on one at a time.
Medication
Keep medication in a safe and accessible place. If your medicine needs to be kept
refrigerated, please call us to arrange additional support. Insulin can usually be kept
at room temperature for up to 28 days. Always follow the storage instructions detailed
on your prescription.
Mobility aids
Most stairlifts, bath hoists and other household mobility aids are battery powered, but if you use them during a power cut, they will not stay charged. If you use a mains-operated stairlift, check to see if there’s a manual release handle, which will return the lift safely to ground level if required.
Electrical medical equipment
If you use a home renal dialysis machine, breathing device or other medical equipment, make sure you have a back-up battery. If a power cut occurs during
home dialysis, the machine’s battery should enable the session to be completed. If your session is interrupted, you should contact your local renal unit as soon as possible. If the power cut occurs before your session, seek advice from your local renal unit before commencing.
Request a ‘knock and wait’
You can request a ‘knock and wait’ service at your home, so we can make sure you’re okay before, during or after a power cut. We know for some customers answering the door may not be easy and may take time. By requesting a ‘knock and wait’ service, we know to allow extra time for you to answer the door.
Contacting you
We understand some customers may feel uncomfortable or anxious answering the phone or the door and this is why we have introduced our text messaging service. When there is a power cut, we will aim to contact you within the first hour by text.
Whether planned or unplanned, our customer contact team will be in touch with you throughout a power cut to make sure you are OK and kept updated.