www.northernpowergrid.com Open in urlscan Pro
104.17.139.31  Public Scan

Form analysis
2 forms found in the DOM

GET /search

<form action="/search" method="get" id="search-block-form" accept-charset="UTF-8">
  <!-- THEME DEBUG -->
  <!-- THEME HOOK: 'form_element' -->
  <!-- BEGIN OUTPUT from 'themes/custom/corp_cms/templates/form/form-element.html.twig' -->
  <div class="js-form-item form-item js-form-type-search form-type-search js-form-item-keys form-item-keys form-no-label">
    <!-- THEME DEBUG -->
    <!-- THEME HOOK: 'form_element_label' -->
    <!-- BEGIN OUTPUT from 'themes/custom/corp_cms/templates/form/form-element-label.html.twig' -->
    <label for="edit-keys" class="visually-hidden">Search</label>
    <!-- END OUTPUT from 'themes/custom/corp_cms/templates/form/form-element-label.html.twig' -->
    <!-- THEME DEBUG -->
    <!-- THEME HOOK: 'input__search' -->
    <!-- FILE NAME SUGGESTIONS:
   * input--search.html.twig
   x input.html.twig
-->
    <!-- BEGIN OUTPUT from 'themes/contrib/bootstrap5/templates/form/input.html.twig' -->
    <input title="Enter the terms you wish to search for." data-drupal-selector="edit-keys" type="search" id="edit-keys" name="keys" value="" size="15" maxlength="128" class="form-search form-control" placeholder="What are you looking for?">
    <!-- END OUTPUT from 'themes/contrib/bootstrap5/templates/form/input.html.twig' -->
  </div>
  <!-- END OUTPUT from 'themes/custom/corp_cms/templates/form/form-element.html.twig' -->
  <!-- THEME DEBUG -->
  <!-- THEME HOOK: 'container' -->
  <!-- BEGIN OUTPUT from 'themes/custom/corp_cms/templates/form/container.html.twig' -->
  <div class="all-search-button" id="custom-search-text">Search</div>
  <div data-drupal-selector="edit-actions" class="form-actions js-form-wrapper form-wrapper visually-hidden" id="edit-actions">
    <!-- THEME DEBUG -->
    <!-- THEME HOOK: 'input__submit' -->
    <!-- FILE NAME SUGGESTIONS:
   * input--submit.html.twig
   x input.html.twig
-->
    <!-- BEGIN OUTPUT from 'themes/contrib/bootstrap5/templates/form/input.html.twig' -->
    <input data-drupal-selector="edit-submit" type="submit" id="edit-submit" value="Search" class="button js-form-submit form-submit btn btn-primary">
    <!-- END OUTPUT from 'themes/contrib/bootstrap5/templates/form/input.html.twig' -->
  </div>
  <!-- END OUTPUT from 'themes/custom/corp_cms/templates/form/container.html.twig' -->
</form>

GET /search

<form action="/search" method="get" id="search-block-form" accept-charset="UTF-8">
  <!-- THEME DEBUG -->
  <!-- THEME HOOK: 'form_element' -->
  <!-- BEGIN OUTPUT from 'themes/custom/corp_cms/templates/form/form-element.html.twig' -->
  <div class="js-form-item form-item js-form-type-search form-type-search js-form-item-keys form-item-keys form-no-label">
    <!-- THEME DEBUG -->
    <!-- THEME HOOK: 'form_element_label' -->
    <!-- BEGIN OUTPUT from 'themes/custom/corp_cms/templates/form/form-element-label.html.twig' -->
    <label for="edit-keys" class="visually-hidden">Search</label>
    <!-- END OUTPUT from 'themes/custom/corp_cms/templates/form/form-element-label.html.twig' -->
    <!-- THEME DEBUG -->
    <!-- THEME HOOK: 'input__search' -->
    <!-- FILE NAME SUGGESTIONS:
   * input--search.html.twig
   x input.html.twig
-->
    <!-- BEGIN OUTPUT from 'themes/contrib/bootstrap5/templates/form/input.html.twig' -->
    <input title="Enter the terms you wish to search for." data-drupal-selector="edit-keys" type="search" id="edit-keys" name="keys" value="" size="15" maxlength="128" class="form-search form-control" placeholder="What are you looking for?">
    <!-- END OUTPUT from 'themes/contrib/bootstrap5/templates/form/input.html.twig' -->
  </div>
  <!-- END OUTPUT from 'themes/custom/corp_cms/templates/form/form-element.html.twig' -->
  <!-- THEME DEBUG -->
  <!-- THEME HOOK: 'container' -->
  <!-- BEGIN OUTPUT from 'themes/custom/corp_cms/templates/form/container.html.twig' -->
  <div data-drupal-selector="edit-actions" class="form-actions js-form-wrapper form-wrapper" id="edit-actions">
    <!-- THEME DEBUG -->
    <!-- THEME HOOK: 'input__submit' -->
    <!-- FILE NAME SUGGESTIONS:
   * input--submit.html.twig
   x input.html.twig
-->
    <!-- BEGIN OUTPUT from 'themes/contrib/bootstrap5/templates/form/input.html.twig' -->
    <input data-drupal-selector="edit-submit" type="submit" id="edit-submit" value="Search" class="button js-form-submit form-submit btn btn-primary">
    <!-- END OUTPUT from 'themes/contrib/bootstrap5/templates/form/input.html.twig' -->
  </div>
  <!-- END OUTPUT from 'themes/custom/corp_cms/templates/form/container.html.twig' -->
</form>

Text Content

Skip to main content
Latest


LATEST

We're monitoring the weather for Storm Babet and preparing for disruption to
power. Read more.

Check out our be prepared page for advice on what to do before, during and after
a power cut.

Have you joined our free Priority Services Membership? Find out more and join
today

We're monitoring the weather for Storm Babet and preparing for disruption to
power. Read more.

Check out our be prepared page for advice on what to do before, during and after
a power cut.

Have you joined our free Priority Services Membership? Find out more and join
today

   
   
   
 * 
   About Us
 * 
   Future Energy
     
     
     
   * 
     Community Energy
   * 
     Distribution System Operation
   * 
     Electric Vehicles
   * 
     Flexibility Services
   * 
     Green Recovery
   * 
     Innovation
   * 
     Network Data
   * 
     Open Data Portal
   * 
     Smart Metering
   * 
     Investments in your area
   * 
     Losses
   * 
     New Power Generation
     
 * 
   Support
     
     
     
   * 
     Power Cuts
   * 
     Priority Services Membership
   * 
     Customer Service
   * 
     Customer Welfare
   * 
     A Force For Good
   * 
     Partnership Working
   * 
     Be Prepared
   * 
     Emergency Power Cuts
   * 
     Weather Aware
   * 
     British Sign Language Interpreter
   * 
     Education
   * 
     Safety
   * 
     Health and Safety
   * 
     Help & Information Directory
   * 
     Services Directory
   * 
     Document Library
   * 
     Contact Us
     
 * 
   Engagement
     
     
     
   * 
     Our Plan 2023-28
   * 
     Events
   * 
     Stakeholder Engagement
   * 
     Customer Engagement Group
   * 
     Blogs
   * 
     Digitalisation and Action Plan
   * 
     Your Powergrid
     
 * 
   News
 * 
   Careers
   

 * Accessibility

Search
Search



LOGIN

WHICH SERVICE WOULD YOU LIKE TO LOG IN TO?

At Northern Powergrid we provide a range of services, if you’d like to know more
about each service please visit our services directory or our help and advice
directory.

LOGIN MENU

 * Connections
 * Cut Outs
 * Disconnections
 * Earth Requests
 * Enquiries
 * Equipment Problems
 * SafeDig
 * Safety Advice
 * Service Alterations
 * Shrouding

   
   
   
 * 
   My power is off
 * 
   Get Connected
 * 
   Our services
 * 
   Contact us
 * 
   More
     
     
     
   * 
     About us
   * 
     Power Cuts
   * 
     Priority Services Membership
   * 
     Customer Service
   * 
     Customer Welfare
   * 
     Be Prepared
   * 
     Emergency Power Cuts
   * 
     British Sign Language Interpreter
   * 
     Careers
   * 
     Contact Us
   * 
     Community Energy
   * 
     Customer Engagement Group
   * 
     Distribution System Operation
   * 
     Document Library
   * 
     Education
   * 
     Electric Vehicles
   * 
     Events
   * 
     Our Plan 2023-28
   * 
     A Force For Good
   * 
     Partnership Working
   * 
     Flexible Power
   * 
     Help & Information Directory
   * 
     Innovation
   * 
     Investments in your area
   * 
     Incentive Connections Engagement
   * 
     Losses
   * 
     News
   * 
     Network Data
   * 
     Open Data Portal
   * 
     New Power Generation
   * 
     Safety
   * 
     Services Directory
   * 
     Smart Metering
   * 
     Stakeholder Engagement
   * 
     Weather Aware
     
   

SECONDARY MENU

 * Power cuts
 * Get Connected
 * Our services
 * Contact us


EMERGENCY 24 HOUR NUMBER

National helpline



It is now simpler than ever to report a power cut. If you want to report a power
cut call...

105

 * Call
   
   Emergency 24 hour number
   
   National helpline
   
   
   
   It is now simpler than ever to report a power cut. If you want to report a
   power cut call...
   
   105

 * User
   
   WHICH SERVICE WOULD YOU LIKE TO LOG IN TO?
   
   At Northern Powergrid we provide a range of services, if you’d like to know
   more about each service please visit our services directory or our help and
   advice directory.
   
   LOGIN MENU
   
    * Connections
    * Cut Outs
    * Disconnections
    * Earth Requests
    * Enquiries
    * Equipment Problems
    * SafeDig
    * Safety Advice
    * Service Alterations
    * Shrouding
   
   LOGIN MENU
   
    * Connections
    * Cut Outs
    * Disconnections
    * Earth Requests
    * Enquiries
    * Equipment Problems
    * SafeDig
    * Safety Advice
    * Service Alterations
    * Shrouding

 * Search
   Search
   



PRIVACY POLICY FOR OUR CUSTOMERS

We will only use personal information we hold about you that we obtain through
our website, over the telephone, via social media or otherwise in accordance
with this privacy policy. Please read our privacy policy carefully. We take the
privacy of all our customers very seriously and are committed to providing you
with a service which meets your requirements and protects your privacy.

This privacy policy explains how we may obtain personal information about you
and how we will process that personal information from time to time. If you
visit a website operated by a third party through a hyperlink included in our
website, your information may be used differently by the operator of the linked
website. We reserve the right to modify our privacy policy from time to time.
When this happens, the homepage on our website will contain a link to or refer
to the modified notice.

The licensed electricity distribution companies in the Northern Powergrid group
are Northern Powergrid (Northeast) plc and Northern Powergrid (Yorkshire) plc,
which we refer to as “Northern Powergrid”, “we” or “us”, as appropriate, in this
privacy policy.

WHAT INFORMATION ABOUT YOU WILL WE USE?

The categories of personal information we use include:

 i.   Your name, address, telephone number(s), e-mail address and other contact
      details, including social media details;
 ii.  The meter point administration number (“MPAN”) associated with your
      property, which relates to the supply of electricity to you through that
      meter point;
 iii. Your bank account, credit card and/or debit card details in circumstances
      where you pay us to provide a service to you;
 iv.  Details we may need in order to design and install a connection to our
      electricity distribution network that you have asked us to make to your
      property;
 v.   Your health and/or medical condition or other information such as your age
      and whether you have children under the age of five, which means you are
      eligible to be included on our Priority Services Register; and
 vi.  Regulatory information, including In respect of the uptake of accredited
      renewable and low carbon technologies connected to our electricity
      distribution network under the Feed in Tariff arrangements and the
      deployment of heat pumps under the Renewable Heat Incentive Schemesfor the
      purposes of network modelling, planning and design.

In addition, as Ofgem, our Regulator, has approved our Data Privacy Plan, if you
have a smart meter installed, we are able to receive information from your smart
meter about the amount of electricity you use.

We may collect personal information about you that has been obtained from a
number of sources. Those sources include telephone discussions with you, which
we may record for quality and training purposes, written information you have
sent to us, other communications we have with you, such as by e-mail and via
social media and our website, the electricity suppliers and gas transporters,
organisations that provide such information and the electoral register.

We will use your personal information in accordance with this privacy policy,
regardless of the source from which we obtain that information.

WHY WE COLLECT PERSONAL INFORMATION ABOUT YOU AND HOW WE USE THAT INFORMATION

We will not use any automated decision-making in our processing of your personal
data and will collect personal information about you in the following
circumstances:

a) You are the owner or occupier of a property that is connected to our
electricity distribution network.

We will collect and process such personal information as is necessary for the
performance of the contract you have with us for the maintenance of that
connection. This includes providing our services to you under that contract,
such as:

 * Providing you with information about your power supply and with updates
   regarding our work to restore your supply in the event of a power cut;
 * If you ask for our assistance with work you are carrying out at or
   alterations you are making to your property;
 * Complying with our obligations under various industry agreements and codes,
   including the Master Registration Agreement and the Retail Energy Code, which
   facilitate the efficient and effective running of the retail energy market
   and set the terms for the provision of Metering Point Administration Services
   and the procedures in relation to changing electricity supplier, including
   our use of MPANs; and
 * Maintaining and testing our various IT systems so that we can operate an
   efficient and economical system of electricity distribution in accordance
   with our statutory duty under the Electricity Act 1989.

We consider that we have a legitimate interest in processing your personal
information in respect of the operation, maintenance and management of our
electricity distribution network and to fulfil our obligations under our
electricity distribution licence;

b) You ask us to provide you with a new connection to our network or to alter an
existing connection.

We will use the personal information you provide to us in order to process your
connection request (including to process your payment), enter into a contract
with you to provide the new or altered connection and to deliver the work
required;

c) You have a smart meter installed

We consider that we have a legitimate interest in processing the information we
receive from your smart meter in order to provide a better service to our
customers. For example, that information will help us to determine where we need
to invest in our electricity distribution network to improve the quality of the
electricity supply.

We will not use the information we receive from your smart meter for any other
reason, for example to sell any products or services to you, and we will not
share that information with third parties for commercial reasons.

d) You join our Priority Services Membership.

As part of our Priority Services Membership, we hold personal information,
including special category personal data relating to health conditions, about
customers who are of pensionable age, are disabled or chronically sick, live
with children aged under 5 or, due to being in a vulnerable situation, are in
need of additional services related to their access, safety, and communication
needs. We will be given that information either by you, by someone acting on
your behalf or by your energy supplier.

We and our partner organisations, which include the emergency services, social
services, charities and not for profit organisations, may use the information
relating to our Priority Services Membership that we have been given in order to
provide you with the services set out in our guide to what you can expect from
us when you join our Priority Services Membership, including helping you in the
event of a power cut. Further details of our priority services and a link to our
Priority Services Membership booklet can be found at
https://www.northernpowergrid.com/care.

We process personal information in respect of our Priority Services Membership
in your and in our legitimate interests and, in the case of special category
personal data, for reasons of substantial public interest. That processing
includes sharing the information we hold about you on our Priority Services
Membership with your electricity supplier, gas transporter and water company so
that we and they can better provide priority services to you.

e) You have to make a payment to us for a service in respect of which we have a
contract with you or we have a legal obligation to make a payment to you, for
example if you want us to make a new connection to or alter the existing
connection of your property to our electricity distribution network or where we
are to make a payment to you under one of the Electricity Guaranteed Standards
of Performance. We may also make payments to you on a goodwill basis where it is
in our or your legitimate interests for us to do so; and

f) To ensure that we provide you and all of our customers with a high standard
of service.

We use an independent research company to carry out customer satisfaction
surveys on our behalf, as required by the terms of our electricity distribution
licence. In order to do so, we may provide your details to Explain Market
Research Limited, which is currently our appointed research company. If we do
so, Explain Market Research Limited may contact you to complete a brief survey
regarding your satisfaction with our service. Given the nature of the services
we provide to you and the statutory and regulatory environment in which we are
required to operate, we believe that the way in which we process your personal
information for this purpose is in the interests of providing you with a high
standard of customer service such that your interests or fundamental rights and
freedoms as the data subject are not overridden by the ways in which we do so.

You are not obliged to provide us with your personal information. However, if
you do not do so, we will be unable to provide you with the level of customer
service we would like, such as keeping you up to date with our progress in
fixing problems on our electricity distribution network that may affect the
power supply to your property.

WITH WHOM WILL WE SHARE YOUR PERSONAL INFORMATION?

We will only transfer your personal information to third parties on the basis
set out in this privacy policy and may disclose your personal information to:

 i.   Other companies in the Northern Powergrid group;
 ii.  Third parties whenever we are required to do so either by law, including
      to the Police, other law enforcement agencies and Her Majesty’s Revenue
      and Customs, or by the terms of our electricity distribution licence,
      including for customer satisfaction research and other regulatory
      purposes;
 iii. Other parties to the energy industry agreements and codes, including the
      Retail Energy Code, for the purpose of fulfilling our obligations under
      those agreements and codes. Those parties will be acting either as joint
      controllers or processors of that data as appropriate to their functions
      under the relevant agreement or code;
 iv.  Companies or other organisations (including other companies in the
      Northern Powergrid group), with which we have a contract in order to
      provide our services to you in performance of a contract we have with you
      or with which we have a contract in order to operate our business, such as
      our IT service providers; and
 v.   Organisations such as the emergency services, social services, charities
      and other not for profit organisations and your electricity supplier, gas
      transporter and water company so that you can be provided with priority
      services in the event of a power cut or a similar incident resulting in
      the loss of your gas or water supply. We may, in certain circumstances,
      share personal information with some or all of those organisations either
      directly or via the UK Government’s ResilienceDirect system, including for
      purposes associated with the Civil Contingencies Act 2004.

FOR HOW LONG WILL WE RETAIN YOUR PERSONAL INFORMATION?

Depending on the circumstances, we will retain personal information for as long
as is necessary for the purposes set out in this privacy policy or as set out
below, as appropriate:

 i.   The length of time your property is connected to our electricity
      distribution network and for at least seven years thereafter so that we
      are able to respond to any queries, complaints, claims or litigation;
 ii.  Seven or twelve years following expiry of any contract we may have with
      you, depending on the nature of that contract;
 iii. Seven years so that we have the opportunity to deal with any issues that
      may arise with your power supply or your relationship with us, be it of a
      statutory, customer service nature or otherwise; or
 iv.  For so long as we need to do so for legal, litigation or taxation reasons
      or for reasons related to compliance with our electricity distribution
      licence and/or the industry agreements that are associated with our role
      as a distribution network operator.

PROTECTING YOUR INFORMATION

We maintain stringent security measures designed to protect not only your
personal information but other information in respect of the operation of our
electricity distribution network. Our core information security principles are
to protect personal data in terms of:

 * Confidentiality, by protecting personal data from breaches, unauthorised
   disclosures, loss or unauthorised viewing;
 * Integrity, by not allowing personal data to be modified without due cause;
   and
 * Availability, by protecting personal data from disruption.

To achieve this, the measures we implement include adhering to various security
standards, including holding ISO27001 accreditation in respect of
customer-related data, physical and technological protection, data encryption,
having in place a suite of policy and procedural documentation in respect of the
way in which we handle and keep personal data secure and asking you for proof of
identity before we disclose your personal information to you

Where we transfer your personal information to third parties in order to provide
our services to you or to operate our business, we will put in place
arrangements to protect that information.

TRANSFERRING PERSONAL INFORMATION INTERNATIONALLY

We may need to transfer some personal information to organisations that are
outside of the UK, for example to our outsourced IT service providers or to
other organisations for hosting purposes. We will ensure that such transfers are
either to countries in respect of which the UK has made an adequacy decision or
there are appropriate safeguards in place to protect that information, including
at least one of the safeguards required by data protection law.

We transfer personal data to Tata Consultancy Services, our outsourced IT
services provider in India, using such appropriate safeguards and to Cap Gemini,
our outsourced IT services provider in Poland, which is in the European Union.

Otherwise, we will not transfer your personal information to a third party
outside of the UK unless you have confirmed to us that you are happy for us to
do so.

CONTACTING US AND YOUR RIGHTS

If your property is connected to the electricity distribution network of
Northern Powergrid (Northeast) plc, the controller of your personal information
is Northern Powergrid (Northeast) plc.

If your property is connected to the electricity distribution network of
Northern Powergrid (Yorkshire) plc, the controller of your personal information
is Northern Powergrid (Yorkshire) plc.

Northern Powergrid Metering Limited is also a controller of a limited amount of
personal data (including MPANs and Meter Point Registration Numbers for gas
meters) in circumstances where it provides a smart or conventional meter to your
energy supplier for installation in your property.

If you would like to contact us about how we process your personal information,
you can do so by clicking on the “Make an enquiry” button at the bottom of the
Home page on our website at northernpowergrid.com or by writing to the Data
Protection Officer, whose contact details are:

John Elliott
Head of Regulatory Compliance
Northern Powergrid
Lloyds Court
78 Grey Street
Newcastle upon Tyne
NE1 6AF

Subject to certain conditions, you have the right to:

 i.   Access your personal information;
 ii.  Be informed about how we process your personal information;
 iii. Have your personal information rectified or erased;
 iv.  Restrict our processing of your personal information;
 v.   Object to our processing of your personal information; and
 vi.  The portability of your personal information, e.g. to receive that
      information in a “machine-readable format”.

If we are processing any of your personal data based on you having given us
consent to do so, you have the right to withdraw that consent at any time.
However, this will not affect the lawfulness of any processing we may have
undertaken based on you consent before it is withdrawn.

You have the right to complain to the Information Commissioner’s Office about
the way in which we process your personal information. You may do so by clicking
on “Make a complaint” button on the Information Commissioner’s website
at https://ico.org.uk/ or by writing to:

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

COOKIES

We use cookies to help improve your experience of using our website. For more
information on cookies and how we use them, please see our Cookies section
at https://www.northernpowergrid.com/cookies  

Please note that, by deleting our cookies or disabling future cookies, you may
not be able to access certain areas of our website.

We use Google Analytics and Google Advertising cookies for analytical purposes.
For example, we obtain demographic information such as age, gender and your
interests in order to improve our website. This allows us to gain an insight
into the functionalities required by users of our website and to improve their
experience of using it.

We also use cookies from third-party partners, such as Google, for customer
contact purposes

CAN I OPT OUT OF GOOGLE ANALYTICS?

Yes, you can do so by downloading a Google Analytics Opt-out Add-on and applying
it to your computer. You can download that Add-on
from https://tools.google.com/dlpage/gaoptout/. It also works on mobile
telephones.

You can also manage and opt-out from interest-based advertising on your browser
and mobile telephone at https://optout.networkadvertising.org/#!/.

CALL MONITORING

We reserve the right to monitor all forms of communication we have with you,
whether those communications are in electronic or other forms, for the purposes
of developing and improving the services we provide to you, for staff training
and quality assurance purposes, for compliance with our policies and procedures
and for safety-related purposes.

We may also use such monitoring to provide evidence of transactions which we
have entered into with you

We may record telephone calls with you for quality assurance purposes and we may
collect personal information about you during those calls. We will deal with any
personal information we do collect about you over the telephone in accordance
with this privacy policy.

SPECIAL NOTE TO CHILDREN UNDER THE AGE OF 13

If you are under the age of 13, please do not send us your personal information,
for example your name, address or e-mail address. If you wish to ask us a
question or use our website in any way that requires you to send us your
personal information, please ask your parent or guardian to do so on your
behalf.

Click here to download the privacy policy document

NATIONAL HELPLINE

105



MON - SUN:

24 Hours

Have you checked out our Help & Advice directory, it may just have the answers
that you're looking for.

Make an enquiry

FOOTER

 * Our business Plan
 * Video-Library
 * Event & Surgeries
 * Meet The Executive
 * Sitemap
 * Accessibility
 * Cookies
 * Legal
 * Slavery Act
 * Terms and Condition
 * Privacy Policy

Connect With Us 24 Hours a Day
 * Northern Powergrid - Twitter 
 * Northern Powergrid - Facebook 
 * Northern Powergrid - Youtube 
 * Northern Powergrid - Instagram 

Copyright © Northern Powergrid Holdings Company 2023

Cookie settings
In using our website, you may provide us with your personal data, for example to
register for one of our services. Please click on the 'Privacy Policy' link
below to read our privacy statement regarding how we will use your personal
data.
 * Privacy Policy

CUSTOMISE COOKIESDENY ALLACCEPT ALL COOKIES