Customer Care
Loss of Power
What steps should I take if there's a power outage at my property?
First, check your consumer unit (often referred to as the fuse board) to determine if any of the switches have tripped. This can occur when a faulty appliance is plugged in or if a light bulb blows, for instance.
If you need to reset the switches in your consumer unit and identify why they tripped, there is a helpful video that demonstrates the process.
If no switches have tripped in the consumer unit, the power loss might be due to a wider power outage or an issue with the supply to your property specifically. To check if there’s an outage affecting your area, look at the streetlights outside (during the night) or ask your neighbours. If your home is the only one affected, open your electricity meter box to inspect the screen. If the screen is blank, this suggests a loss of incoming supply. In such cases, contact your local electricity network operator by dialling 105. Remember, this is different from the company that sends you your electricity bill.
If you need to reset the switches in your consumer unit and identify why they tripped, there is a helpful video that demonstrates the process.
If no switches have tripped in the consumer unit, the power loss might be due to a wider power outage or an issue with the supply to your property specifically. To check if there’s an outage affecting your area, look at the streetlights outside (during the night) or ask your neighbours. If your home is the only one affected, open your electricity meter box to inspect the screen. If the screen is blank, this suggests a loss of incoming supply. In such cases, contact your local electricity network operator by dialling 105. Remember, this is different from the company that sends you your electricity bill.
How can I prevent my power from frequently tripping?
If your electricity keeps cutting off, it's usually because of a faulty appliance. Kettles and irons are the usual suspects. To pinpoint the faulty device, please refer to the video mentioned above for guidance.
Why is there no power to some of my kitchen or utility appliances?
If one or more appliances aren’t working:
Ensure the on/off switch on the appliance is set to "on."
Check the grid switches near your hob in the kitchen, labelled for specific appliances, and ensure they are switched on.
If the appliance still isn’t functioning, inspect the consumer unit to ensure all circuits are active.
Ensure the on/off switch on the appliance is set to "on."
Check the grid switches near your hob in the kitchen, labelled for specific appliances, and ensure they are switched on.
If the appliance still isn’t functioning, inspect the consumer unit to ensure all circuits are active.
Smoke Alarms
You should be able to stop the alarm by simply entering your code.
How do I silence my intruder alarm?
If your smoke alarms are sounding and there is no sign of fire or smoke in your property, there may be a fault or a problem with dust affecting the sensor. To stop the alarm from sounding, press the hush/test button on the unit, which will typically silence the alarm for around 8 minutes (depending on the alarm type) before it re-arms. Clear the air if needed or try vacuuming the units. If the alarms continue to sound as a false alarm, they may need to be removed and replaced.
If you have forgotten your alarm code
We do not keep records of individual alarm codes, but if you have forgotten yours, we can arrange for one of our alarm engineers to visit your property and reset it for you.
