Homeowners

To find out if you’re connected to one of our gas networks, you can look up your address on Find My Supplier

For our electricity networks, look for your electricity supply number on a recent bill. It’ll look like this:

If the Distributor ID (circled in red) is ‘32’ and no other number, you’re connected to an Energy Assets network.

We provide a Priority Service Register to safeguard vulnerable households that are particularly reliant on energy services and need priority treatment. While disruption to electricity and gas supply is rare, we’ll ensure that anyone registered is informed in advance of any planned interruptions.

To report a gas smell, a loss of gas supply or a concern regarding the safety of gas equipment, including concerns about carbon monoxide, follow the guidance below:

1. Call the National Gas Emergency Service on 0800 111 999. They’ll record your details and offer advice.
2. Turn off or isolate the gas supply, if it’s safe to do so.
3. Extinguish all naked flames and remove potential sources of ignition.
4. Open all doors and windows to ventilate the area.
5. Do not operate any electrical equipment, including switching lights on or off.
6. Do not operate any electrical security entry/exit systems at access points.

The National Gas Emergency Service is available 24/7 and will send out a regional Emergency Service Provider to attend within one or two hours, depending on the nature of the reported emergency.

The nominated Emergency Service Provider representative will always make the gas supply safe when called to a suspected gas escape. However, the emergency service doesn’t cover repairs to appliances or installation pipework (after the meter) that can’t be completed within 30 minutes. The engineer will explain the next steps to take if your supply can’t be restored.

We aim to provide a safe and reliable electricity supply. However, sometimes faults do occur on our network, causing interruptions.

Power cut checks

If you lose power, check whether your neighbours have also lost theirs.

If your neighbours DON’T have power, call the emergency line: 0333 800 2016.

If your neighbours DO have power:

1. Check your trip switch. If it’s still on, call the emergency number.
2. If the trip switch is off, switch it back on.
3. If it switches back off, one of your appliances may be faulty. Unplug all appliances and then reset the trip switch.
4. If only part of your supply has failed and the trip won’t reset, there may be a fault with your internal wiring. Please contact a registered electrician.
5. Check your electricity meter. Is the dial/display working? If not call the emergency number: 0333 800 2016.

While waiting for an engineer restore your supply:

• Switch off all electrical appliances that shouldn’t be left unattended in case the power comes back on.
• Limit the use of your smartphone or laptop to preserve battery life.
• Keep fridges and freezers closed with a blanket over to keep them cold.
• Leave a light on so you’ll know when the power outage has been resolved.
• Check to see if your neighbours are okay.
• Wrap up warm.
• Remember never to put yourself in danger and to alert the emergency services if a dangerous situation arises.

Power cut advice

Live power cut map

Occasionally, we may need to visit your home to inspect or maintain equipment, to deal with a reported gas smell or emergency, or to complete a site visit requested by a customer. The visit will either be made by an Energy Assets employee or a contractor working on our behalf.

We have arrangements in place to ensure only trained, competent employees or contractors visit your home.

• Our recruitment procedures include appropriate background checks.
• Our staff and contractors will be qualified and fully trained for the purpose of the visit and will be courteous at all times. They’ll give clear explanations using appropriate and sensitive language and will respect your property and premises.
• Where possible, all our employees and contractors will show an identity card showing their company name, their own name, date of issue and a colour photo. If you’re blind or partially sighted, we can arrange for a password (chosen by you) to be tested on the engineer to ensure their authenticity. Please refer to our Priority Service Register for more information.
• Where possible, all vehicles used for the visit will carry the Energy Assets or contractor’s logo.
• Where possible, all our employees and contractors will wear Energy Assets branded clothing.
• We’ll ensure that employees and contractors are aware of the contents in this code and comply with it at all times.

If the visit follows a report to the National Gas Emergency Service, the engineer will be an employee of Cadent, SGN, Wales and the West Utilities, or Northern Gas Networks (depending on where you live).

To apply for a new connection or alter your existing service, please contact us with the:

1. details of your property
2. connection details
3. maximum demand required.

We’ll determine whether our network can accommodate your needs and advise you on the next steps. Please be aware we can only provide a connection if the local electricity or gas infrastructure is operated by us.

You can find more details on costs and the process here