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Customer support

Supporting the needs of vulnerable customers

Ensuring the needs of customers who are most at risk of losing their electricity supply is a primary focus for ESB Networks. Vulnerable customers include those who need vital electrical medical equipment on a daily basis.

A vulnerable customer holds a blood pressure monitor

Vulnerable customer register

We have a vulnerable customer register based on information from all electricity suppliers to ensure we can look after you if a power outage occurs in your area.



Please contact your electricity supplier to get your name placed on this register. They will notify us and we will put your details on the vulnerable customer register.

Services for our vulnerable customers

  • In the event of a power outage, you will receive priority 24/7 dedicated support when you call ESB Networks Emergency Number: 1800 372 999
  • Advance notice of planned outages affecting your home.
  • SMS text alerts, letting you know of an upcoming planned outage or power cut in your area.
  • In the case of a fault outage, where we expect your power to remain off overnight, we will send you an SMS update - this is particularly important if you rely on medically powered equipment.
  • You can view and receive electricity outage updates and estimated restoration times at PowerCheck

Keeping you updated

Digital notifications, such as text messages, are the quickest way to receive planned outage updates. You can also nominate a trusted family member or neighbour to receive them on your behalf. To sign up or update your details, please call us on 1800 372 757 or you can update your contact details through your ESB Networks Online Account

FAQs

Occasionally during extreme weather conditions, faults can and will occur. Additionally, to maintain a safe and reliable power supply, we may sometimes need to switch off electricity for scheduled maintenance or repairs to the network. We will notify you in advance of any such planned outage. For further information and advice please view our FAQs.

How can I prepare if I rely on electricity for medical or daily living needs?

A little preparation can make a big difference. You may find it helpful to:

 

  • Register as a vulnerable customer with your electricity supplier
  • Keep essential medical devices charged
  • Have a back-up plan agreed with your healthcare team
  • Keep key contacts (family, carers, healthcare providers) to hand
  • Let someone close to you know when work is scheduled 

 

If you need advice specific to your circumstances, our team is always here to help. Please call us on 1800 372 999 or 353 21 2382410

What can I do during an outage to stay safe and comfortable?

Here are some simple steps that can help: 

 

  • Keep a torch or battery-powered light handy
  • Charge your mobile phone when bad weather is expected
  • Store important phone numbers in one place
  • Have warm clothing or blankets available in colder weather
  • If you use medical equipment, follow your healthcare plan 

 

If you ever feel unsafe or unsure, please contact us on 1800 372 999 or 353 21 2382410. We are here.

How do crews restore power during a major storm?

Our teams follow a clear, safety-first plan: 

 

  1. Make dangerous areas safe, such as fallen or low-hanging electricity wires
  2. Restore power remotely where possible by redirecting electricity through working lines
  3. Assess the full extent of the damage so repairs can begin safely
  4. Repair major faults first: this restores electricity to the largest number of customers and supports essential services like hospitals and water systems
  5. Repair local faults next, which may take longer if access is difficult

 

As we assess the damage, we update estimated restoration times so the information you receive is as accurate as possible.

 

We know how important electricity is, and we work as quickly and safely as conditions allow.

What is a planned outage?

Planned work helps keep the electricity network safe, resilient, and reliable. From time to time, we may need to briefly switch off power so our crews can safely repair or upgrade the electricity network in your area. We aim to give as much notice as possible.

 

You will receive:

 

  • A written notification of the upcoming planned outage by post
  • An SMS text alert (if we have your mobile number)
  • Updates on our website and on PowerCheck 

 

If you feel you’re not receiving notifications, please contact us so we can check your details and help keep you informed. 

Download our vulnerable customer policy document

Vulnerable customer policy

Open in a new tab (PDF, 1.04MB)

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