How the LRF responds

Utility failure plan

This plan outlines the capabilities, procedures and guidelines that apply in responding to a major utility failure in Bedfordshire and Luton, whatever the cause might be.

It covers failure of electricity, gas, water supply and sewerage. It is important to note however that the plan does not cover telecommunications because there are too many operating companies with different non-compatible systems to agree a common approach.

In the event of a utilities failure, local authorities are responsible for working with the utility company and health service providers to identify those vulnerable people who are directly affected. Utility companies hold special needs registers and will share information in times of crisis if they need assistance.

Electricity failure
In order to report an electricity supply failure, or to request information about the extent of the problem, and how long it is likely to last for, customers are advised to telephone customer services via the number printed on their electricity bills.

To make this easier, UK Power Networks is in the process of developing a regional approach for the East of England, having recently taken over EDF Energy Networks.

Although there is no duty of care placed on electricity companies by the Government, they frequently use the British Red Cross to help attend to the needs of the vulnerable.

Gas failure
For all gas incidents, customers are advised to telephone the National Grid Emergency Call Centre on 0800 111999.

If there is a significant gas outage, the National Grid has stocks of alternative heating and cooking equipment which it will distribute to customers in the affected areas.

Gas suppliers will provide lists of special category and priority customers. These lists will be made available via the Emergency Call Centre as soon as the affected areas are identified.

Water failure
In the event of loss of water supply, customers are advised to telephone the number on their water bills or check on the water company’s website.
All water companies must:

• Warn and inform their customers of problems that may affect their supply
• Provide alternative supplies

The resources the water companies have to provide water are as follows:

• Bottled water, which is held for customers during planned interruptions and incident response
• Arrangements to make bottled water available for customers to collect from stockpiles and for
  doorstep delivery
• Static tanks and mobile bowsers for major incidents
• Arrangements for emergency tankers to fill static tanks and bowsers
• Other options including standpipes, over-ground mains and emergency drought orders.

Water companies also hold a special needs register which they will share with local authorities in times of crisis.

Please note: In the event of large-scale or lengthy outages, all utility companies will contact the relevant local authorities for assistance.

Members of the public who would like their name added to the special needs or priority customer registers can either telephone or write to their utility companies via the contact details on their bills, or log onto the relevant company’s website:

• EDF Energy website: http://www.edfenergy.com/products-services/for-your-home/customerservices/ customers-with-special-requirements.shtml#
• National grid (gas) website: http://www.nationalgrid.com/uk/gas
• Anglian water website: http://www.anglianwater.co.uk/household/special-assistance/watercare/
• Veolia Water website: http://www.veoliawater.co.uk/water-companies/

 

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