The distribution network operator (DNO), which runs the electricity network across London, the South East of England, and East Anglia, introduced two helpline numbers – a free phone number for landlines and a local rate number for mobiles – on Thursday.
In the wake of last year’s storms, where 358,000 customers had their power supply cut and hundreds remained without electricity for up to five days, the company said it has invested more than £500 million in maintenance and upgrades to make sure its network is “robust and reliable this winter”.
The DNO added that over the last four years it has reduced the number of power cuts by 30 per cent and the duration of them by 40 per cent.
UKPN director of customer services Matt Rudling said: “Communication with customers is a top priority, and we want to ensure everyone in the South East, London and East Anglia, knows who can help them get the lights on quickly.”
He added that they have added an extra 900 trained call handlers to “improve our customer response”.
Ofgem examined the performance or UKPN, and that of SSE, after the Christmas storms and fined the companies a total of £8 million for their poor performance in reconnecting customers and failing to adequately inform them on what was going on.