If you rely on electricity for medical equipment and your power’s gone out, we know that’s serious — here’s what to do:
1. Use your backup option first
If you’ve got a generator, batteries, or another backup source, use that right away.
Then, get in touch with your electricity network or Frank Energy for an update on when supply will be restored.
2. Check in with family or friends
If you don’t have backup power, see if someone nearby still has supply and can help — a neighbour, friend, or family member.
3. Head to your nearest hospital if needed
If there’s no backup and no one close who can help, please go to your nearest hospital for assistance. They’re equipped to help in medical emergencies.
4. If it’s urgent, call 111
If you or someone in your home needs urgent medical attention, or an ambulance, don’t wait — call 111 immediately.
Letting us know you’re medically dependent
If you or someone in your household relies on electricity for medical equipment, please let us know.
We’ll record it on your account so we can support you during outages or disconnections.
You can read more about how we look after Vulnerable and Medically Dependent Customers on our Customer Care page — including how to register, what information we need, and how we’ll keep in touch during supply issues.
A few things to keep in mind
Power cuts can happen without warning, so it’s important to have a backup plan in place.
We’ll always do our best to keep you informed during outages, but your local lines company is responsible for the actual supply to your home.
We’ll work with them to make sure you get the right support.
Need help right now?
📞 Call us on 0800 772 435 (Monday–Friday, 8 am – 6 pm)
💬 Or start a chat with us here