In the UK we benefit from one of the most reliable electricity networks anywhere in the world. However, as the severe weather in 2013 demonstrated, no network can be 100 per cent resilient and on occasion power outages will occur.
Network companies work all year round to limit outages, but they are also committed to ensuring that if customers do lose power they are able to receive up-to-date information, advice and support if necessary. Effective communication with customers is a vital part of the network industry’s response during an emergency incident, and it is an area where great progress will be made in the coming months and years on the back of some important lessons from last winter.
One of those lessons was that customers were often unsure of who to call when they lost their electricity supply. A consequence of having such a reliable network is that most people rarely have a need to contact their network operator and may not know which company it is, or what number to contact
them on.
The regional variety in emergency numbers across different network companies has added to the confusion and prevented a clear, national message around who to call when the lights
go out.
It is a problem that was highlighted during the review of last winter’s storms, and the industry has wasted no time in starting work on a solution: a single national telephone number for the general public to contact their distribution network operator.
Energy Networks Association has taken on responsibility for delivering the single emergency number (SEN) project, with the aim of providing a three-digit number that will automatically connect customers with the right company for their area, whether calling from a landline or mobile anywhere in Great Britain.
Despite being a relatively simple concept, the delivery of a three-digit number is a surprisingly complex undertaking, with stringent criteria set out by the communications regulator Ofcom.
Similar three-digit number projects have taken over five years to complete. That the electricity networks will aim to launch a three-digit number in little over two years is testament to the importance the industry places on the work to enhance communication with customers.
The SEN project will also play a central role in the network industry’s wider effort to raise its profile, an issue I have previously addressed in this column. Ahead of the launch there will be a national campaign to inform people of the new number, and at the same time raise awareness of the role our energy networks to improve public understanding of this vital sector.
The networks industry takes its duty of care to customers very seriously. Though rare, power outages are distressing and can have very serious safety and welfare implications for the public. The SEN will help people receive important information and advice when they lose power. It is a very worthwhile project, and one which ENA and electricity network operators are working hard to deliver for customers.
David Smith, Energy Networks Association