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Claiming compensation due to a power cut

Posted on 27 February 2017 09:04 AM by cotte1j

Even though power cuts are rare they can, and do, happen for a variety of reasons. For example severe weather conditions or another contractor damaging our underground cables could cause a loss of power.

How do I find out if I’m eligible for compensation?
We always work hard to get the power restored as quickly as possible, but sometimes there can be delays which are out of our control. The service we provide follows standards set by our industry regulator Ofgem. These are based on various scenarios that may occur and if we fail to meet these standards customers will be entitled to receive a payment. Page 16 of our power cut booklet here will explain more about these scenarios and the compensation you may be eligible for. 

Storm Doris
Please note we will contact anyone who is entitled to a payment within the next ten days by post.

Dealing with enquiries 
The most important step is the first one and that is the same for all, to contact us. You can do this via our online form or by calling 0800 028 4587, free from a landline or mobile phone.

As Service Delivery Manager my role is to ensure that my team is completely aware of what our customers are entitled to, so that we can act quickly when one of our guaranteed standards is not met. We don’t just react to requests made by our customers, where possible we will proactively make contact with as many as possible to inform them if they are entitled to compensation.
My team deals with each customer on a case-by-case basis, which is important as the impact is different for each individual. We take our time to fully understand each case and look for ways to resolve the issue as quickly as possible.  It is vital that we are clear on what has happened, why it occurred and what we can do to prevent it from happening again, whilst considering how the issue has impacted you, the customer. We will then work to resolve this, ensuring needs are met. On most occasions the resolution is not just about compensation, it is about providing more information at the right times and we strive to learn from that feedback every day.

Are the rules flexible?
The industry rules are very clear on what we cover, however where we have not achieved our standards and our customers have expected more it is very important that we take this into account. For example, in extreme cases such as the St Jude’s Day storm and the severe weather over Christmas in 2013 we felt that the ‘standard’ compensation was not in line with the amount that our customers were inconvenienced so we doubled the payments to reflect this.

We always strive to meet Ofgem’s standards but if you think you are entitled to compensation then get in touch.


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