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  • Adjusting to our new normal

  • Like the rest of the world, we’re adapting to new ways of living and working. While our methods of working may have changed in the last few months, the one thing that hasn’t changed is our dedication to our customers.
    We are following government guidelines to help keep our customers and colleagues safe. Some of our colleagues are working from home, so if you contact us you may hear some background noise you’re familiar with like pets or young children. We thank you for your patience in advance as we continue to adjust to our new normal.


    We’ve seen a steady increase in the number of applications for us to complete work – this is due to a combination of people delaying their works during lockdown, which was very much appreciated to allow us to focus on keeping the lights on for the 3.8 million homes and businesses we power, and an increase in new constructions as housing developers continue their great work of providing more housing within the areas we serve. 


    Due to this increase in workload, and our teams having to adapt to new ways of working, we’ve seen delays in the time it’s taken us to complete work. We pride ourselves on delivering the work we’ve promised, as fast and safely as possible, and our teams are working relentlessly to get through the backlog, whilst our improvement teams are looking at new innovative ways to speed up the process for you. 


    If we haven’t been in touch already, we promise that one of the team will be in touch soon to arrange a date for us to complete the work you’ve requested. When they do this, please feel free to ask them any questions you have, they’re there to help you.


    We are working to deliver all connections quickly and we will provide you with a realistic connection date as soon as possible.


    If you have a question about the connections process, please check out our Frequently asked questions or alternatively, please contact us by calling 0800 048 3516 and one of the team will be happy to help.