Compensation for power cuts or gas supply issues

You might be entitled to compensation if your gas or electricity supply goes off. What you can claim depends on:

if it is due to planned works
how long you don’t have gas or electricity
if a network operator has not met standards set by Ofgem, the GB energy regulator.

Network operators are regulated by Ofgem. Ofgem sets service standards network operators must meet. These include rules on how quickly operators must restore supply in normal and severe weather conditions, and compensation consumers get if standards aren’t met.

What you can claim

Compensation for power cuts in normal weather

Network companies have 24 hours to restore your power if more than 5,000 homes are affected by a single fault. If you are without power for 12 hours or more, you can claim:

£75 as a domestic customer
£150 as a non-domestic customer.
You can get a further £35 for each additional 12 hours of being without power, up to a total of £300.

If you are without power more than four times in a year, for at least three hours each time, you can claim an extra:

£75 as a domestic customer
£75 as a non-domestic customer.

The year runs from 1 April to 31 March.

Compensation for power cuts in severe weather

When you can claim depends on how Ofgem categorise storms in severe weather.

You can claim:

£70 as a domestic customer
£70 as a non-domestic customer
if the power was off for 24 hours (Storm Category 1) or 48 hours (Storm Category 2). Ofgem checks and verifies storm categories.

You can get a further £70 for each additional 12 hours of being off supply, up to a total of £700.

Compensation for gas supply issues

If your gas supply goes off due to planned works, you can claim:

£20 if your network operator did not give five days’ notice.
at least £40 if your network operator did not give seven days’ notice.

For unplanned interruptions, you can claim:

at least £60 for every 24 hours you are without gas.
Additional payments and provisions are available for households on the Priority Services Register. This includes, for example, alternative heating and cooking facilities.

If you are off supply for more than 24 hours you can claim more. The amount will rise depending on how long you are without gas.

How to claim

You need to make compensation claims for supply issues to you network operator within:

three months for unplanned supply cuts.
one month for planned supply cuts.
Make a claim through your local network operator

Further help

Citizens Advice and Advice Direct Scotland can help if you need support.

Citizens Advice

Call on 0808 223 1133 or use their online webchat.
For textphone, dial 18001 followed by the helpline number.

Advice Direct Scotland

Visit the energyadvice.scot website
Call 0808 196 8660 or use their online webchat
Email energyadvice.scot