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  • Storm Arwen

    Storm Arwen customer payments - update 23 December

  • Earlier this month we announced that we’re voluntarily increasing statutory compensation payments by 20% and removing the caprecognising the exceptional impact of Storm Arwen. These compensation payments, which are processed automatically, are calculated using Ofgem's Guaranteed Standards of service plus our additional enhancement.

    The payments are being processed proactively by our teams using the records on our customer database, and ever since all power supplies were restored, we’ve been working hard to ensure that everyone who is due a payment receives it ahead of Christmas.

    As of Tuesday this week (21st), payments for all known customers due this statutory compensation have been processed, with over 33,000 cheques issued. 

    In addition, we have proactively written to around 2,500 customers where we need additional information to allow us to process their payment as quickly as possible, for example we may not have up-to-date details of who lives at a particular address. We will continue to work through this process, working with third parties, to identify each customer eligible.

    Alongside these statutory payments, a separate team is processing claims for accommodation, food and other reasonable costs incurred by our customers as a result of Storm Arwen. 

    By the end of last week we’ve reimbursed nearly 1,700 separate claims, and our teams will be working in between Christmas and New Year to process any which are still outstanding. Any new claims we receive next week will be processed and paid during January.

    If you incurred any reasonable extra costs for accommodation, food or other reasonable expenditure as a result of Storm Arwen and have not yet submitted a claim, we would encourage you to do so as soon as possible – please submit your claim, including all relevant receipts to Storm.Payments@ssen.co.uk.

     

  • Storm Arwen Compensation

    Frequently Asked Questions


    1. When will I receive my compensation payment?

    We are currently working to pay the Guaranteed Standards payments, including the additional 20% uplift, as soon as possible and expect these to be paid to customers by Christmas. We are working as quickly as possible to identify the customers who are due a compensation payment and calculate amount they will receive based on the uplifted payment against the time off supply. 

    We expect reimbursement costs to be paid within three weeks of receiving the claims, which should be sent to Storm.payments@ssen.co.uk 

    2. How much will I receive?

    Customers will receive the Guaranteed Standards payment set by Ofgem, plus an additional 20% uplift the SSEN will add to reflect the exceptional circumstances customers faced. Compensation payments will be calculated following Ofgem’s Guaranteed Standards plus SSEN’s enhancement: 

    • 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. 
    • SSEN will enhance the total amount by 20% and will issue the payments to customers automatically by cheque.

    The amount customers will receive is dependant on the length of time that they were without power, as illustrated in our enhanced compensation guide below:

     2 days3 days4 days5 days6 days7 days8 days9 days
    Standard
    (without cap)
    £70£210£350£490£630£770£910£1,050
    20% SSEN Enhancement£14£42£70£98£126£154£182£210
    Enhanced payment£84£252£420£588£756£924£1,092£1,260


    3. How do I claim the compensation for being off supply?

    For the Guaranteed Standards payments, these will be paid automatically by cheque and customers do not need to contact us to apply for this payment. 

    4. How do I get reimbursed for my expenses?

    For the reimbursement of reasonable costs such as hot food or accommodation these need to be submitted to Storm.payments@ssen.co.uk. Receipts will need to be included along with full name and address in the email and we will refund customers as quickly as possible and are aiming to do this within three weeks of the claim being submitted. 

    5. How will the payments be made?

    Customers will receive a cheque for both the reimbursement payments and for the Guaranteed Standards payment for being off supply. These may be sent as two separate cheques due to the nature of the process and to ensure customers receive payments as quickly as possible.