If your power cut lasts more than 12 continuous hours during normal weather, you may be able to receive compensation. 

What you could receive: 

• £95 for domestic customers 

• £190 for non-domestic customers 

• An extra £45 for every additional 12 hours without power 

If a single power cut affects more than 5,000 properties, we’re required to restore power to everyone within 24 hours. We’ll arrange your compensation automatically.  

A cheque will be issued within 10 working days of your power being restored.

You can also claim £95 if you experience power cuts lasting more than 3 hours on 4 separate occasions in the same financial year (1 April to 31 March). 
 
In this case, you’ll need to get in touch with us to make your claim. 
 
If you'd like more information about Guaranteed Standards of Service, you can find it by clicking below:

Guaranteed Standards of Service

If your power cut is caused by a storm, any compensation you may receive depends on the official storm category set by Ofgem, the energy regulator. Ofgem also determines the level of compensation that applies.

There are 2 storm categories, and compensation is the same for both:

• Initial payment: £85
• Additional payment: £45 for every further 6‑hour period without power

Compensation becomes due at different times depending on the storm category:

• Category 1: Compensation is due after 24 hours without power
• Category 2: Compensation is due after 48 hours without power

If you are eligible, you do not need to apply. Payments are issued automatically by cheque once all affected power supplies have been safely restored.

No, this isn’t something that we can compensate for.  

Power cuts can happen for lots of different reasons and are often beyond our control. We’re unable to guarantee a constant electricity supply and this is why we cannot compensate for any consequential loss of contents which may be because of a power cut.  
 
You may wish to contact your household insurer to find out if you can claim under the terms of your policy.  

Welfare support is offered to help you while you’re without power for an extended amount of time. When you’re offered welfare support, you can claim for: 

• Hot meals and drinks – for example, a hot meal plus a hot or soft drink. Please note that alcohol will not be reimbursed. 

• Accommodation – in some cases, you may be able to claim for temporary accommodation if it’s needed. 

This support is to cover basic needs to keep you comfortable during the outage. It does not cover the replacement of fridge or freezer contents. 

Any receipts submitted must be dated and timed to match the period of the power cut. 

In certain cases, we’re happy to accept a bank statement as proof of purchase. If the place you bought from doesn’t issue receipts, a written receipt on their headed paper will also work.

Yes. You can claim welfare reimbursement for each person in your household, as long as you have the receipts or evidence for the amount you’re claiming for. 

To make things quicker and easier, we recommend submitting one claim covering all household members and all eligible expenses. However, if you prefer, you may submit separate claims for each day instead.

Yes. You can submit a claim on behalf of another household for example, if you have a neighbour, family member, or friend who is unable to submit the form online. 

Please make sure the claim form is completed using their details, not yours. This ensures the reimbursement is correctly reviewed and the cheque is issued to the right household. 

Please send us your receipts within 6 weeks from when your power is restored.

Once all our customers are safely back on supply, we aim to issue your cheque within 15 working days. Please note that for larger outages, it may take a little longer due to high number of claims.