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  • Providing an estimated time of restoration (ETR)

    We promise that we'll always provide a restoration time in a power cut to enable you to plan your day

  • At SSEN, we are committed to keeping you fully informed during a power cut and will always endeavour to provide an accurate timescale of when we expect your power to be restored.
     
    As soon as a fault is logged in our customer system we will publish an estimated time of restoration (ETR) here on our website and make it available via our contact centre teams. This estimate is given based on our best knowledge at that time of the type of network fault, its location and current operational conditions.
     
    It’s important to note that some customers affected by the same fault may be restored earlier than others. We restore supplies to as many customers as possible by operating switches to re-route the network first. The remaining small numbers of customers, in the immediate vicinity of any damage, will be off supply longer where we have to physically repair the network.
     
    Estimated restoration times will be updated regularly as we get better information from our on-site operational teams, such as a report of further damage or an assessment of the complexity of a repair. Adverse weather conditions can also lead to extensions of estimates, particularly during widespread or sustained weather events. 
     
    You can monitor any changes to your ETR by visiting ssen.co.uk or by downloading our PowerTrack app, available through the AppStore or Google Play. You can also register for updates to be provided by text message, or you can call us on 105 to speak to a customer service advisor.
     
    Regardless of how you keep in touch, you can be assured that our teams will be working diligently to restore your power as quickly as possible, when it is safe to do so.
    Engineer climbing pole