105 stakeholder toolkit July 2016

Introduction Thank you for agreeing to help spread the word about 105, the new number to call to report or get information about power cuts. This toolkit contains a range of information and resources to help you raise awareness of 105 through your channels. It includes: Key messages about Q&A Template copy Tips on what to do during a power cut A quote from Energy Networks Association Social media posts A template press release The 105 logo, brand guidelines and supporting imagery Our animated film about 105 The service will be launched by mid-September We ask that information about 105 isn’t shared with the public before the launch. The images and other supporting assets referenced in this toolkit can be downloaded from the ENA website at If you have any questions about 105 or these resources, please contact or call and ask for a member of the 105

Key messages about 105 These are the main messages we want to communicate about 105. You can use them as the basis of any information you provide to your members or the people you work with. Main key messages 105 is a new number that you can call to report or get information about a power cut. You can call 105 no matter who you choose to buy your electricity from. 105 is one of the ways that you can contact your electricity network operator. Your network operator can also be contacted directly by phone or via their website – most network operators can be contacted through social media too. 105 is a free service for people in England, Scotland and Wales. Supplementary messages You can also call 105 if you spot damage to electricity power lines and substations that could put you, or someone else, in danger. If there is a serious immediate risk to someone, you should call the emergency services too. Network operators manage and maintain the power lines and substations that bring electricity into homes and businesses. Network operators aren’t the same as energy suppliers. Network operators manage power lines and substations, and energy suppliers sell the electricity that runs through the power lines. You can call 105 from most landlines and mobile phones. 105 does not affect people who are on the Priority Services Register and customers can still use their network operator’s general enquiry line for issues not relating to power cuts and electricity emergencies. To find out who your network operator is, visit powercut105.com

105 Q&A We have developed a short Q&A that includes some of the key questions that you and the people you work with may have about 105. This Q&A is supplied as a separate document that can be downloaded from the ENA website at

Template copy Here is some template copy about 105 that you may wish to use on your website or in other communications, such as newsletters or magazines. We have provided two versions suitable for different word counts.

Short copy There’s a new number to call if you have a power cut 105 is a new number that you can call to report or get information about a power cut. It will put you through to your local electricity network operator – the company that manages the cables, wires and substations that bring electricity into homes and businesses in your area. 105 is a free service for people in England, Scotland and Wales, and you can call the number from most landlines and mobile phones. It doesn’t matter who you choose to buy your electricity from - anyone can call 105. You can also call 105 if you spot damage to electricity power lines and substations that could put you, or someone else, in danger. If there’s a serious immediate risk, call the emergency services too. Don’t be left in the dark. Call 105. To find out more, visit powercut105.com

Longer copy There’s a new number to call if you have a power cut When the power goes out, it can leave people feeling unsure about what to do. Research by Energy Networks Association found that 72% of people don’t know who to contact during a power cut, with many wrongly thinking they should call the electricity supplier they pay their bill to. 105 aims to solve this problem, providing you with an easy-to-remember number that will put you through to your local electricity network operator - the company that manages the cables, wires and substations that bring electricity into local homes and businesses. In England, Scotland and Wales, there are six Distribution Network Operators (DNOs) that operate in different geographical regions and several Independent Distribution Network Operators (IDNOs) that operate across regions. DNOs and IDNOs are each responsible for ensuring that homes and businesses have electricity 24 hours a day, 365 days a year. 105 is just one of the ways you can contact your network operator. They can still be contacted directly by phone on their 0800 number or via their website – and most can be reached through social media too. 105 is a free service for people in England, Scotland and Wales, and you can call the number from most landlines and mobile phones. It doesn’t matter who you choose to buy your electricity from - anyone can call 105. You can also call 105 if you spot damage to electricity power lines and substations that could put you, or someone else, in danger. If there’s a serious immediate risk, call the emergency services too. Don’t be left in the dark. Call 105. To find out more, visit powercut105.com.

Tips on what to do during a power cut You may wish to share these tips through your channels, to inform people about what to do should they experience a power cut. What should I do during a power cut? Switch off all electrical appliances that shouldn’t be left unattended, ready for when the power comes back on. Leave a light on so you know when the power cut has been resolved. Check to see if your neighbours are okay. Wrap up warm. Contact your electricity network operator to report the power cut, either by calling 105 or via their other channels. Visit powercut105.com for details of your local network operator. How can I prepare for a power cut? Keep a torch handy – it’s much safer than using candles. Get a battery-powered or wind-up radio (useful for keeping up to date with relevant local news). Keep warm – keep a blanket and warm clothing handy, and fill a vacuum flask or hot water bottle. Stock your cupboard with food and drink that doesn’t require electricity to prepare it. Keep your mobile phone and laptop fully charged. Check your network operator’s website or social media channels for updates.

Tips on what to do during a power cut contd. Can I use my phone during a power cut? Cordless phones probably won’t work during a power cut. They take their power from the mains and most don’t have battery back-up. Traditional corded phones will work – you might want to keep one handy so you can plug it in and make phone calls if you have a power cut. In most cases, mobile phones will work if they are charged. I’m on the Priority Services Register. Should I now call 105? The Priority Services Register is for people who might need extra support during a power cut; for example, people who need electricity for vital medical equipment. If you are on the Register and you have a power cut, you should continue to call the phone number that you have been given.

Quote from Energy Networks Association Energy Networks Association (ENA) is the organisation that represents electricity network operators. The following quote from ENA has been approved for use in any communications about the introduction of 105. David Smith, Chief Executive of ENA, said: “We know there’s a need to provide people with a simple and memorable number they can call in the event of a power cut. This is particularly important when there’s bad weather, as severe storms can cause disruption to the electricity supply into homes and businesses. “That’s why we’ve launched 105. It is jointly funded by electricity network operators and is the first three-digit number to be approved for use by the private sector. We hope it will be welcomed by electricity customers who are often unsure about what to do in a power cut.”

Imagery Facebook copy 105 is a new number to call if you have a power cut. It’s easy to remember and will put you through to your local electricity network operator – the company that manages the wires and substations that bring electricity into your home. Find out more at Don't be left in the dark – if you have a power cut, call 105. Find out more at There's a new, easy-to-remember number to call when the power goes out. Call 105 and be connected to your local electricity network operator for help and information. Find out more at Do you know who to call if you have a power cut? Phone 105 for help and information. It’s a free service for people in England, Scotland and Wales. Find out more at Twitter copy 105 is a new number to call if you have a power cut. Find out more at Don't be left in the dark – if you have a power cut, call 105. Find out more: If the power goes out, call 105. You'll be connected to your local electricity network operator for help and info. Do you know who to call if you have a power cut? 105 is a new, free service for people in England, Scotland and Wales. More info: Social media posts We have provided a set of posts and accompanying copy that you may wish to use on your social media channels. Jpegs of the posts (sized for Twitter and Facebook) can be downloaded from the ENA website at If you would like any additional posts, please contact the 105 communications team on

Template press release You can use the press release copy on the following page if you would like to publically highlight your support for 105. To note, the 105 communications team will be delivering a media relations campaign, so you can expect to see media coverage of 105 from September 2016.

PRESS RELEASE supports launch of 105 First ever electricity industry three-digit number gets thumbs up from is backing the launch of a new number that aims to support members of the public if they experience a power cut. Many people don’t know who to contact during a power cut and wrongly call the electricity supplier they pay their bill to. 105 has been set up to help people get through their local electricity network operator – the company responsible for the power network that delivers electricity to their door. It is a free, easy-to-remember number that people can call to report or get information about a power cut in their area. It puts callers through to the people who will repair their local power network and restore their power. is supporting the introduction of 105 as. from said: “We welcome the introduction of 105 and believe the service will be of great benefit to. Power cuts can leave people feeling confused about what to do. 105 will help to tackle this. We believe the number will be particularly important when there’s bad weather, as severe storms can cause disruption to the electricity supply into homes and businesses.” 105 is available to electricity customers in England, Scotland and Wales. The number can be accessed from most landlines and mobile phones. It doesn’t matter who you choose to buy electricity from - anyone can call is jointly funded by electricity network operators - the companies that manage the cables, wires and substations that bring electricity into homes and businesses. Network operators can also be contacted directly by phone or via their website, and most network operators can be contacted through social media too. The public can also call 105 if they spot damage to electricity power lines and substations that could put them, or someone else, in danger. If there’s a serious immediate risk, the emergency services should be called too. Visit powercut105.com to find out more about 105 and electricity network operators. - Ends -

105 logo and supporting imagery You can find the 105 logo, brand assets and brand guidelines on the ENA website at The following versions of the logo are available: Full colour Black and white Welsh language Versions for limited space The available assets include the 105 ‘eyes’ that are used across the communications campaign.

Animated film about 105 We have created a short animated film to explain what 105 is and how people can benefit from it. The film will soon be available to download from the ENA website at

Thank you For more information, please contact