UK Power Networks has made its Our View video support service available to all customers, the electricity distribution network operator announced on 18 August 2026. The project, developed with Vyntelligence, has been rolled out into what the company calls business as usual, having previously run as a pilot1.
Under the service, customers with a problem on their electricity supply receive a secure link by text message and connect to an adviser in seconds, rather than describing the fault over the phone. No app or download is required. Advisers talk customers through safety checks, help identify the issue and can review short video clips that customers upload at their convenience. Where a problem cannot be fixed remotely, an engineer is dispatched as soon as possible1.
UK Power Networks reports that since the pilot launched, Our View has reduced engineer visits by around 30%. In 2025, more than 1,000 live video calls helped resolve issues faster, which the company says saved time and money. The service also lets customers share footage of their electrical setup ahead of planned work, so engineers arrive with the right tools and knowledge1.
The company says three million people are registered as living in vulnerable circumstances across London, the South East and East, the areas it serves1. UK Power Networks is one of the country's electricity distribution networks, and its operating area and connections cover those regions.
"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."
The company also cited a customer review posted on Trustpilot, which said: "The online system worked well. Photos and video uploaded easily. Engineers arrived as scheduled and swiftly upgraded power supply."1
Why it matters for households
A supply fault is the point at which a household's energy independence is most obviously out of its own hands: the home is dependent on the network operator to restore power, and the wait for an engineer is the delay that matters. A remote diagnosis that avoids a visit shortens that wait for faults that turn out to be simple, and it means an engineer who does attend has already seen the installation.
The arrangement also touches planned work rather than faults alone. Customers can send footage of their electrical setup before a job, which the company says allows engineers to arrive prepared. For households arranging an electricity supply upgrade, or asking whether they need to notify UK Power Networks before building near power lines, that changes the first stage of the process from a phone description to a visual check.
The reported 30% reduction in engineer visits is a figure for the pilot period, and UK Power Networks has not published a breakdown of which fault types were resolved remotely or how the reduction is measured. The company has also not said how the service interacts with its separate arrangements for customers on its priority services register, beyond noting the three million people registered as living in vulnerable circumstances in its area.
What happens next
No further dates or targets have been reported. UK Power Networks has not said whether the service will be extended to other parts of its operations, or published figures for call volumes since the rollout into business as usual began.
Sources1 cited
- Clearer view on power cuts helps customers’ restore supplies quicker | UK Power Networks, ukpowernetworks.co.uk