If you've had a power cut lasting longer than 12 continuous hours, we’re sorry for the inconvenience and you may be entitled to a payment from us. Please read the Electricity Guaranteed Standards for more information. These are standards set out by our industry regulator Ofgem. (These values increased from 1 April 2026. This document will be updated soon).

Once we have restored your power, we'll proactively contact all customers who are eligible for a payment so there is no need for you to contact us about this.

• Compensation: power cut lasting less than 12 hours
• Compensation: a power cut ruined food in my fridge freezer
• Compensation: a power cut affected my business
• Multiple or repeat power cuts
• When is someone going to fill in the hole that has been left by your employees?