Information for customers affected by Storm Arwen
We are sorry you lost power as a result of extensive storm damage to the electricity network. You are entitled to compensation if you were without power for a prolonged period of time.
You can apply for compensation by contacting your local network operator. They are different to your energy supplier. It is best to do this by email where possible. Enter your postcode to find out who your electricity network operator is.
You can find detailed information about applying for compensation on the Ofgem website. The limit on the amount of compensation available to those affected by Storm Arwen has been removed which means you may be entitled to receive up to £140 a day for each day you are without electricity until you are reconnected. £70 compensation is available for first 48 hours, and then £70 for every 12 hours thereafter without power. The additional compensation will apply to customers without power for more than 6.5 days, which would otherwise have been capped at £700.
Electricity network operators are also offering to recompensate reasonable expenses for accommodation costs.
Why did it take so long to reconnect me?
Despite significant investment in making our electricity network resilient and robust, Storm Arwen has been devastating and affected at least one million homes across the country. Electricity supplies and transportation has been cut off and it is one of the worst storms experienced in decades.
Over 4,500 locations on the electricity network were damaged, in some areas at least five times as many experienced during any other storm since 2000. Fixing the damage has been extremely labour intensive and thousands of engineers and support staff were deployed across the country. In one part of the country, 30 miles of electricity line had to be rebuilt.
Shouldn't our electricity infrastructure be more reliable?
We have one of the most reliable electricity networks in the world. Energy network operators have invested £730 million in resilience measures in the last eight years. This investment helped us to reconnect 99% of homes affected by storm damage quickly despite responding to over 4,500 locations where damage has been found across the country.
Ofgem has announced it will review the industry's response to Storm Arwen. We welcome and fully support this review. It's important that we learn from Storm Arwen, particularly as the intensity and frequency of storms increases with climate change.
Who are the energy networks? Who is Energy Networks Association?
The energy networks deliver electricity and gas to your home. They are managed by energy network operators. These companies manage and maintain energy supplies. These companies are entirely separate to your energy supplier which is the company that bills you for using electricity and gas.
Energy Networks Association is the industry body representing energy network operators in the UK and Ireland. During storms resulting in disruption to power supplies we help communicate what's happening across the country.