The UK electricity network is one of the most reliable in the world, however, there are occasions where severe weather events can cause power cuts. Although we invest heavily in the reliability and security of your electricity supplies, severe weather conditions can often cause unexpected damage to our network, including falling trees and flying debris. We have robust resilience plans in place to react to these events, and the moment we receive notification of adverse weather on its way, we begin to put our well-established resilience plans in place to mitigate the impacts. This includes mobilising extra field teams; placing them in strategic locations to react quickly and working with our resilience partners to ensure there is a strong support network in place for the 3.8 million homes and businesses we serve. 

Although our plans are effective, during exceptionally severe events, like those seen over this winter such as Arwen, Malik and Corrie, we are not able to restore supplies as quickly as normal, and therefore, customers may be entitled to compensation. This page will provide you with our latest update on compensation and answer any frequently asked questions you may have.

How does compensation work?

Depending on multiple factors, customers may be entitled to financial compensation in two ways:

  1. Compensation for loss of power, which will be calculated and paid automatically by cheque
  2. Reimbursement of reasonable costs for accommodation and hot food. 

Compensation during weather events is sometimes different to standard compensation rules. Therefore, if you were affected by a power cut during Storm Arwen, Malik or Corrie, please see below for the specific update. If you were affected by a power cut separately from the storms and want information on compensation, please click here.

Storm Malik/ Corrie Update 

Compensation for loss of power

Customers who are eligible for compensation under our Guaranteed Standards due to the time off supply will automatically be issued payment by cheque.

Compensation payments will be calculated following Ofgem’s Guaranteed Standards.

  • Customers who were without power for 48 hours will receive £70.
  • Those who were without electricity for longer than 48 hours will receive an additional £70 for each 12-hour period that they did not have power, up to a total of £700.

You do not need to contact us to receive this compensation. SSEN Distribution will automatically issue compensation by cheque to the address that was impacted by the storms.

Claims process for accommodation and food costs

Separate to the automatic compensation payments, customers may be entitled to reimbursement of reasonable costs for hotel accommodation and food expenses.

Customers may claim back the cost of an evening meal up to £15 per person. Customers are also invited to claim back reasonable costs of breakfast and lunch. Reimbursement of hotel accommodation will be reviewed on a case-by-case basis.

Customers are asked to submit claims to Storm.Payments@ssen.co.uk, along with your name, address details, and copy of receipts.

Reimbursement claims will be processed separately from Guaranteed Standards compensation payments, and payments will be issued separately by individual cheques. Please note, customers may receive the cheques at different times.

Storm Arwen Update 

In recognition of the exceptional impact of the once-in-a generation event, we have voluntarily the increased statutory compensation payments by 20% for Storm Arwen. Customers will receive up to an additional £210 depending on how long they were without power.

Furthermore, an additional £500,000 will be added to the 2022 SSEN Resilient Communities Fund, supporting more community resilience projects across the north of Scotland

The total value of the enhanced package is £2.5m and is in addition to statutory compensation where we have also agreed to lift the cap of £700. This means the worst affected customers will benefit by an additional £560 in total.

  • Customers who were without power for 48 hours will receive £70 plus a 20% enhancement.
  • Those who were without electricity for longer than 48 hours will receive an additional £70 for each 12-hour period that they did not have power, with a 20% enhancement on top. You do not need to contact us to receive this compensation. We will automatically issue compensation by cheque to the address that was impacted by the storms. These cheques will be processed by the end of February.

Frequently Asked Questions