Contact us

If you're experiencing an issue with your power or if you see damage to our network, please call 105

Our service offers:

• Priority treatment during planned or unplanned power cuts
• Connection to local emergency services
• Emergency power supplies
• Safety advice tailored to your needs
• Provisions for your community
• Peace of mind

All our Priority Services are FREE

You may way to be on our register if you:

• Are deaf or hard of hearing
• Have a disability
• Live with children under five
• Are blind or partially sighted 
• Have a chronic illness
• Use medical equipment/ aids reliant on electricity 
• Are over 60 
• Temporarily need extra support

Of course, everyone has different needs so feel free to contact us to discuss your requirements. 

If you have a query regarding a new connection to our network, diversion, or service alteration, please choose from the contact options below.

Alternatively, you can find more information on our site:

• New connections
• Diversions
• Moving your meter (service alterations)

If you wish to speak to a member of our team, please give us a call. We are open from 08:00 -17:00 Monday to Friday.

For more information, download our connections introductory & delivery information packs:

Delivery information pack

Introductory information pack

ICP/IDNO Information pack

Working near our network?

If you're working near our network or need to report a non-emergency issue, you can find out more information by visiting our existing electricity supply page.

Or you can call us on 0800 048 3516 (option 3).

Changing your existing electricity supply?

If you're looking to change your existing electricity supply, you can find out more information by visiting our existing electricity supply page.

Or you can call us on 0800 048 3516 (option 2).

When things go right, we want to know about it. Use our form to let us know if you wish to pass some kind words on to a member of our team.

Welfare Reimbursement

If we have offered you welfare during a power cut, use this form to request reimbursement.

Click here for reimbursement form

Enquiry / Request information

Request power cut information, proof of power cut letter for your insurance, ask us a question or anything else.

Click here to complete our enquiry form

Our complaint handling process:

We’re here to help – your feedback matters 

We really value your feedback and appreciate the opportunity to put things right when they go wrong. You can get in touch with us by phone, email, post or via our website and we’ll do everything we can to resolve your issue within 2 working days.

What happens next

If we haven’t been able to resolve your complaint within 2 working days, we’ll continue working closely with you to find the right resolution. If things are not resolved within 4 days, a dedicated team of specialists will step in to help guide you through the next steps.

Taking it further 

If we're unable to agree a way forward, or your complaint has been open for 8 weeks, you have the option to contact the Ombudsman for an independent review. If you choose not to accept our final resolution, we’ll issue a formal deadlock letter which you can use to take your complaint to the Ombudsman. 

SignDirectory provide a Video Relay Service (VRS) where you can use BSL via a video link to interpreter whilst the interpreter talks with us via the phone.

In England & Scotland:

We welcome enquiries from professional journalists, and we provide a 24-hour service for urgent enquiries.

If it's SSE Energy Services you're looking for (now owned by OVO Energy since January 2020), you can reach them on 0345 026 2658.

We are committed to offering our customers and stakeholders the very best in customer service.

We are keen to equip you with the knowledge, tools and support you need to complete your connections, and provide you with as much information as possible about our processes and procedures to aid your connections journey.

This guide sets out the overarching stages of the connections journey and details the relevant contacts for each stage. It also provides escalation routes.

SEPD Escalation Guide SHEPD Escalation Guide