Getting help with simple fixes for your electricity supply, is faster than ever thanks to an innovation from UK Power Networks.
Driving this change is the ‘Our View’ project, developed in partnership with Vyntelligence, and now being rolled out into ‘business as usual’, making it available to all customers who need it. It means that customers can get instant video support for issues with their power instead of having to wait for an engineer.
Rather than describing the problem over the phone, customers receive a secure link by text message and connect to expert support in seconds. There’s no app, no downloads, just real-time troubleshooting.
UK Power Networks advisors talk customers through safety checks, help identify issues and even review short video clips which customers upload at their convenience. If the problem can’t be fixed by the advisor, an engineer is dispatched as soon as possible. For the 3.2 million people registered as living in vulnerable circumstances across London, the South East and East, this extra support can make all the difference.
Since the launch of its pilot, ‘Our View’ has reduced engineer visits by around 30%, ensuring customers are back on supply as quickly as possible. In 2025, more than 1,000 live video calls helped resolve issues faster, saving time and money.
The service also enables customers to share footage of their electrical setup ahead of planned work. This means engineers arrive fully prepared, with the right tools and knowledge to get the job done first time.
Luca Grella, head of innovation at UK Power Networks, said, “This project marks a major step forward in how we support our customers. By using live video support, we can diagnose issues faster and often help customers to restore supply without sending an engineer, which means getting the lights back on as quickly and safely as possible.”
One customer said on Trustpilot, “The online system worked well. Photos and video uploaded easily. Engineers arrived as scheduled and swiftly upgraded power supply.”
