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 operators have 24 hours to reconnect your power if more than 5,000 homes are affected by a single problem. If you are without power for 12 hours or more, you can claim:
- £90 as a domestic customer
- £150 as a non-domestic customer.
- You can get a further £40 for each additional 6 hours of being without power with category 1 storms and 48 hours for category 2 storms, up to a total of £300.
If you are cut off more than four times in a year for at least three hours each time, you can claim an extra £90 as a domestic or 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.
Further information is available on Ofgem's website.
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
Citizens Advice and Advice Direct Scotland can help if you need support.
- Call on 0808 223 1133 or use their online webchat.
- For textphone, dial 18001 followed by the helpline number.