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Supporting our customers

A message to our customers, from Graham Halladay, WPD Operations Director

"We know that sadly the Coronavirus will be with us for some time, which means we will all need to continue to live our lives differently. I would like to thank all of WPD’s customers for their help in enabling us to keep our staff safe as they work to keep the electricity flowing at this critical time.

As restrictions have eased, we have adapted and updated our approach to ensure that we can still deliver the service and support required for our customers but also keep them and our staff safe at all times. We have been working closely with representatives from our trade unions to ensure we continue to meet our top priority of keeping our staff and customers safe as we do so.

We will now be taking a careful and phased approach to expanding the services we provide, always following the latest Government guidelines. However, I can tell you that working life within WPD looks very different now to the way it looked at the beginning of March – and it will continue to do so.

Once again, I would like to say thank you for your ongoing support, patience and understanding as we work hard to keep the lights on for the communities we serve, while keeping you and our staff safe."

  • Throughout the pandemic and during lockdown, our keyworkers continued to respond to power cuts and carried out limited planned works where there is a safety or reliability concern.

    Over the last few months, the English and Welsh governments have eased restrictions and encouraged industries like the construction industry to resume operations. As a result we have seen a gradual increase in enquiries from developers, local authorities and individual customers. In response we have restarted customer-driven works, which has been followed by a phased resumption of our capital programme.

    This will involve works on sites – and where it does we will expect those sites to follow the Government guidance in relation to distancing protocols, hygiene measures and other additional protective requirements. We will also be asking customers to help us follow these steps: for example, discussing how we can access equipment and work areas whilst ensuring our collective wellbeing and safety through social distancing.

    For the time being our staff who can work from home will continue to do so. We will also continue to follow Government advice and work with the wider industry, our regulator Ofgem, and our trade unions to ensure we are providing the best response to this pandemic at all times.

  • Although we do not expect ‘normal’ working conditions to resume for some time I would like to reassure you that we are still here 24/7 should you need us. Our Contact Centres and Control Rooms are still operating fully so we can answer your emergency calls and restore electricity supplies as quickly and safely as possible. You can get in touch with us via our website, power cut reporter app or by ringing 105.

  • We’re also providing additional support to the 1.9 million customers on our Priority Services Register (PSR), many of whom may find a power cut difficult or are medically dependent on electricity.

    During the crisis, we’ve been working closely with local community partners to help PSR customers most in need to access services such as food and prescription deliveries, telephone calls to combat loneliness and advice on energy savings.

    A new iPad app has made it easier for our field staff to refer those who may be struggling or in isolation due to coronavirus.

    We’ve also emailed over 300,000 PSR customers to tell them about the help and resources we can offer during the coronavirus outbreak. In addition we continue to make around 4,000 proactive calls to customers in vulnerable situations during power cuts, to check on their well-being and offer update. A special coronavirus information portal for PSR customers has been created on our website which includes everything from energy saving tips to home schooling resources and regularly updated FAQs.

    Many more customers have been signposted to the portal by text message.

  • We’ve been supporting learning, and helping families to educate from home during Covid-19.

    Our educational website, Power Discovery Zone, features interactive games as well as a wide range of information to help children understand the dangers of electricity.

    New resources include a brand new interactive Renewable Energy Quiz and feature our electricity superhero, Pylonman, who has swapped his usual classroom visits for the internet, to engage and inform children on everything to do with electricity.

    Youngsters will also be able to find out how they can reduce the energy they use by checking in with Ecobot, our energy saving mascot!

    Find out more at:

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