What to record during a power cut, when to contact the distribution network operator and which signs mean you should stop observing and seek help.
If the power goes off, you do not need to find the fault to explain it. What helps is identifying what has stopped working and what was happening just beforehand. Do not open the consumer unit, remove socket covers or connect appliances to try to reproduce the fault.
If you see smoke or fire, move away and call 112. Do not pass through a smoke-filled exit or try to retrieve belongings; follow the emergency services' instructions. A burning smell or persistent sparks also mean you must stop using the affected point and seek immediate help, without approaching to touch it.
Note what you can already observe
- Extent: the whole home, one room, some lights or a particular appliance. Also write down what still works.
- Timing: the approximate time and whether it happened when something was switched on, during use or with no connection you noticed.
- Recurrence: when it started, how many times you remember it happening and whether there has been recent building work, a leak or a change of appliance.
- Current state: the power has returned by itself, is still off or is intermittent. Do not carry out tests to fill in these details.
You can note what a neighbour tells you about their own home, without entering meter rooms or restricted areas. Other homes having power does not rule out a supply fault, and several homes losing power does not, by itself, identify where the problem lies.
Who to contact
| What you know | Where to ask |
|---|---|
| There is a power cut notice for your area or several homes are affected | Check your distribution network operator's notices and fault contact details, shown on your bill. |
| The fault seems limited to your home or a few points | Ask an electrical installation company to assess it. Describe the facts without treating a cause as certain. |
| There is smoke, fire or a risk to people | Contact the emergency services; a scheduled appointment cannot deal with this situation. |
Do not repeatedly switch protective devices off and on or hold them in the on position. If a protective device trips again, stop resetting it: a professional inspection must establish what is happening. Do not use another socket to keep testing an appliance that seems connected with the fault either.
A description that gives a useful starting point
For example: ‘Since yesterday, the bedroom sockets have stopped working, but the ceiling light works. It happened while we were using the desk, and we have not tested the equipment again.’ This is an example of how to organise observations, not a diagnosis or advice on which part to replace.
If someone depends on electrical life-support equipment, follow their contingency plan and seek urgent medical assistance if their safety is at risk. Do not wait to confirm the cause of the outage. For an incident with no immediate danger, keep your notes and provide only the supply details the distribution network operator requests through its official channel.