When power comes from the substation it goes through three cables. The cables supply different groups of customers, so depending on which cable you are linked too will depend on whether you have a power cut.
Your trip switch is a safety mechanism connected to your meter and can usually be found under the stairs or with your meter in a cabinet. This is the equipment that isolates your supply.
We are regulated by Ofgem and follow their guaranteed standards of performance regarding compensation. To find out if you are entitled to compensation visit:
We are only responsible to the meter point. Anything after this is your responsibility. You may need to seek help from a qualified electrician if you are unsure.
Short intermittent, power cuts can be caused by a a transient fault. A transient fault can develop as a result of a small nick in the underground cable. These types of faults can sometimes be difficult to find so we use specialist equipment in our substations to help locate the problem.
We do not compensate for any loss of fridge freezer contents. Should you wish to claim via your home insurance, we can issue an insurance letter to assist you. Use our online enquiry form to request the letter.
If you require a continuous supply of electricity for medical reasons and would need medical support during a power cut, you should seek medical advice from your local health service provider. In most cases customers will be familiar with the process and limitations of their equipment as power cuts can occur all year round, and have backup power sources to keep vital equipment powered for several hours during a power cut. This should be regularly checked and maintained. If you’re concerned you should speak to your medical equipment or healthcare provider.
Being without power can cause difficulties. Our Extra Care Register as part of our priority services can provide you with the extra assistance you may need to help you before, during or after a power cut. You may be medically dependent on electricity, have a young family, or your circumstances may have temporarily changed. The service is available to anyone who may need support.
Your electricity supplier is the company you choose to buy your electricity from, and who you pay your bills to. If you’ve recently moved house or you’re about to move into a new property you may be wondering who supplies the electricity and who the electricity bills are paid too. Use our online tool to find your supplier.
Your meter belongs to your electricity supplier i.e. British Gas. If you have lost your meter key or card, you will need to contact your supplier for assistance.
An MPAN (Meter Point Administration Number) is a 13 digit number issued by your Distribution Network Operator (Electricity North West). It is unique to your supply and used by energy suppliers to locate your supply information for billing.
You can find your MPAN on your energy bill, or if it is for a new connection, we can provide it for you.
Once you have accepted our quotation for your new electricity connection, your next step is to decide who will supply your electricity. Your chosen supplier will fit your meter. Electricity North West is not a supplier and therefore, we are unable to carry out this work for you.
For more information please see our 'Getting your meter fitted' guide, which will take you through the process required to have your meter fitted and connected.
If you require your meter to be moved further than one metre in distance, or if it affects the service position to your property, you will need to apply for a service alteration via our connections team.
A cut-out is a piece of electrical equipment that forms the link between our electricity cable and the internal wires in your property.
A substation houses electrical equipment to keep the network running and provides an electricity supply to houses and businesses. We have substations across the North West in a variety of locations. We regularly maintain them however if you find a problem with them such as overgrown weeds, graffiti or fly tipping, please get in touch to report it. Call us on 0800 195 4141 or contact us online.
A service cable is the cable from the road or electricity pole, which feeds the electricity supply into your meter.
Only about £90 from your electricity bill comes to us each year so that we can operate the overhead lines and underground cables that keep power flowing in the region. Our costs are also dropping further to about £80 a year from April.
The rest of your bill comes in the form of other charges from your electricity supplier with the majority being for the generation or wholesale cost of the electricity you use.