info@espug.com Accessibility Smell Gas? 0800 111 999 Power Cut? 105 or 0800 731 6945 Contact Us 01372 587 500 ESP Water Householders Operating for 20 years and providing energy to more than 700,000 consumers. Power Cut? We aim to provide a safe and reliable electricity supply but unfortunately faults can occur that cause unplanned interruptions to your electricity supply. Sometimes it is necessary to interrupt supply to do maintenance work which we will notify you of by letter and on our planned supply interruptions page. If your electricity supply goes off, or if you have any concern about the safety of your meter, or of our underground electricity cables, please telephone 105 at any time of the day or night. This number is free of charge from a mobile or landline phone. We recommend checking whether your neighbours have also lost their supply. If your neighbours don’t have power, call 105. If your neighbours DO have power: Check your trip switch If the trip switch is still on, call 105 If the trip switch is off, switch it back on. If it switches back off, one of your appliances may be faulty. Unplug all appliances and then reset the trip switch If only part of your electricity supply has failed and the trip won’t reset, there may be a fault with your internal wiring. Please contact a registered electrician Check your electricity meter. Is the dial/display working? If not, call 105 More information and guidance on what to do during a power outage can be found here Gas Emergency? Call 0800 111 999 for the gas emergency service. If you are deaf or hearing impaired and have a Minicom or Textphone, you can use it to call the gas emergency service on 0800 371 787. If you smell gas: Turn off appliances Open all doors and windows Turn the emergency control valve off at the gas meter. This is a red or yellow lever which should be turned clockwise to the horizontal position Do not smoke in or near the property Do not operate any light switches, electrical sockets or any other possible sources of ignition Priority Services Register The Priority Services Register allows eligible customers to access additional help and support with their energy supply. For information about the qualifying criteria and how to sign up, please visit our FAQ page or download our Priority Services information pack. The Priority Services Register (PSR) is a free service offered by both your energy supplier and your network operator and it may entitle you to get extra help and support with your energy supply. You can sign up if you: are of pensionable age live with a child under 5 are disabled, seriously or chronically sick have an impairment of your hearing, vision, speech or any other communication difficulties including language barriers have a long-term medical condition are dependent on medical equipment have poor mobility, co-ordination or hand movement have dementia, a developmental condition or any other mental health concerns You might also be able to sign up if you’re in a vulnerable situation or need the security of having an additional presence with you when we call, even if it’s only on a temporary basis. For more information about the PSR and how it could benefit you, you can visit the Citizens Advice information page. To get in touch with us about signing up to our PSR, please contact us via the online form or call us on 01372 587 500. Once you’ve joined, you may be contacted to ensure that your details are accurate and up to date. This is to make sure we can give you the best support for your needs. We will always follow privacy laws and ensure that your personal information will never be used for marketing purposes. Live Incidents Power Cut information and advice Preparing for a power cut If you or a relative are reliant on necessary medical or other electrical equipment, please read this advice on what to do during a power cut, and make sure you’ve signed up to our Priority Services Register. Remember never to put yourself in danger and to alert the emergency services if a dangerous situation arises. Keep warm – keep a blanket and warm clothing handy and fill a vacuum flask or hot water bottle. Stock your cupboard with food and drink that doesn’t require electricity to prepare it. Keep your mobile phone and laptop fully charged. Have a torch, with spare batteries, to hand. If you need to use candles then please be careful. An open flame should always be used responsibly. Keep an old-fashioned corded phone which you can plug in, as cordless phones may not work in the event of a power cut. Have blankets ready to place over your fridges and freezers; this will help to keep contents cold for many hours. Look out for elderly neighbours and ensure they are prepared for or safe in a possible power cut. During a power outage Switch off all electrical appliances that shouldn’t be left unattended, in case the power comes back on. You should limit the use of your smart phone or laptop to preserve the life of the battery. Keep fridges and freezers closed, with a blanket over as they will stay cold for many hours. Leave a light on so you 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. You can find further advice here. Compensation ESP values the service we give to our customers. Ofgem, the industry regulator, sets guaranteed standards of service levels to ensure all Distribution Network Operators (such as us) meet customers’ needs. If we fail to meet these standards you are entitled to receive a payment. You can find out more here. Complaints ESP always aims to provide the highest standard of customer service. Where you do experience a problem with the level of service provided by us, we will strive to make things right as quickly as possible. Your feedback is important to us as it helps us to improve our processes and train our staff to ensure the highest standards are met. If you’re unhappy with the service you have received from ESP, please send us a message or call 01372 587 500. There are a few pieces of information that our customer service operatives may ask you: Name / Company name (if applicable) Address Telephone number Email address Full site address (if different from your correspondence address) Any reference numbers you may have previously been provided with You will hear back from us within 24 hours of raising your complaint, and we will provide a response to your complaint within 5 working days. If you are not satisfied with the way in which your complaint was handled or the response provided by our Customer Service team, you have the right to escalate your complaint to ESP’s Network Manager. You can find a copy of our full complaint process here. In the event that your complaint has been through our escalation process and you are not happy with how we’ve dealt with your complaint, there are numerous ways that you can ask for help such as getting in touch with Citizens Advice consumer service, or by seeking the assistance of Ombudsman Services. Ombudsman Services We will always do all we can to successfully resolve your complaint to your complete satisfaction. However, if eight weeks have passed since you raised a complaint and you believe that it remains unresolved, OR if you have been notified by ESP that there is nothing more we can do for you, you can refer to, and seek the assistance of Ombudsman Services. Ombudsman Services is an independent body who will assess your complaint. The service is free of charge and the decision made is final and binding on ESP, but not on you. You can contact them via the following methods: Ombudsman Services: Energy PO Box 966 Warrington A4 9DF Telephone: 0330 440 1624 Textphone: 0330 440 1600 Email: enquiries@os-energy.org Website: www.ombudsman-services.org/sectors/energy Power Cut & Emergency FAQs How should I contact you in an emergency? My medical equipment requires electricity – can you help? What should I do if I have a power cut? Why do my neighbours have power and I don’t? Will my freezer content be ok? What if my gas or electricity has been unexpectedly interrupted? How do I make a complaint? What can I do to prepare for a power cut? I have an issue with my street lighting – who should I contact? Contact Us We like to hear all types of feedback from our customers as it helps us to know what we’re doing right, and what we need to improve. If you have any feedback, or have an enquiry, please contact us via the online form, email Customer Services or call the mainline number. ESP Utilities Group Ltd Bluebird House Mole Business Park Leatherhead Surrey KT22 7BA 01372 587 500 customerservices@espug.com By clicking send you are agreeing to the terms contained within our Privacy Policy. 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