Frequently asked questions and answers to help you with your networks enquiries.
Use the buttons below to view the questions and answers. If you cannot find what you need please call our Contact Centre.
- Can I make a claim if my power is cut?
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We don't pay compensation, as often the cause of the problem is outside our control. But under our Guaranteed Standards of Service (as set by our regulator Ofgem) we will make a payment if you have no power for 18 hours continuously from the time you report the power cut to us.
The payment is £50 for domestic customers and £100 for commercial customers. There are exemptions to these payments where it has not been reasonably practical to make repairs, such as in severe weather conditions or where we have not been able to gain access to the area of the fault.
We can't guarantee a constant supply, but we'll always get your power restored as quickly as we can.
- What's a trip switch and where is it?
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The trip switch in your home works as a safety device for your internal electrical wiring. Any faulty appliance or wiring will activate the trip switch, which will remain in the 'off' position until the fault is fixed. The trip switch is on the consumer unit, after the meter point. It is most likely to be in the garage, hallway, kitchen/utility room, under the stairs or in the toilet.
- Why can't you send someone out for an internal fault?
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We're not insured to work on customers' internal wiring. We work on our network which ends at the meter, including the main company fuse. You'll need to find your own qualified electrician for internal wiring work.
- Why is there a charge for my fault?
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If the fault turns out to be an internal problem there's a possibility of a call-out charge, and we'll let you know this when you phone in. We only work on our network. Looking after your internal wiring is up to you.
- Why do I need an order number?
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We need an order number if the property is owned by the council or a housing association. You can get it from the council or housing association and we can usually provide a contact number for you.
- Why haven't I got electricity when my neighbour has?
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Our network is built in such a way that different properties, sometimes even different homes in the same street, can receive their power from different cables.
- Why have you turned me off?
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We don't turn customers' supplies off without warning. We may have a fault in the area and this could have a number of causes. For instance, someone else working in the street might have dug into one of our underground cables and damaged it. Or we may have to isolate supplies for emergency reasons, like a fire in the area.
If we're planning an interruption, for example for maintenance work on the network, we send cards to customers who'll be affected, giving them five days prior notice, with times and dates.
- I thought you were my supplier! Who are you?
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We know it can be confusing!
Your supplier is the company you choose to buy your electricity from and who you pay your bills to. That's not us.
We're EDF Energy Networks, and we look after the underground cables and overhead lines in your area. We operate these networks in London, the East and South East of England. We also deal with substations and power cuts. - Why is your telephone number on my bill?
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We have our contact number on customers' bills because we deal with emergency power failures. We want the number to be easy to find.
The number is also published in the phone book and by local newspapers which carry emergency directories. Most customers have also had a leaflet, which includes the number, posted to them or enclosed with their bills. The numbers to call are:London - 0800 028 0247
East of England - 0800 783 8838
South East of England - 0800 783 8866 - Why have holes been left in my road after your work there?
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Holes are made in the street for a variety of reasons - we could be installing new supplies, repairing a fault or reinforcing the network.
All holes have a time limit. Occasionally it may look as though the hole has been abandoned, but we could be waiting for another company to repair their equipment or remove their equipment so we can gain access to our cables. When work is complete we will fill the hole and put the road or pavement back!