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Earlier this month we announced that we’re voluntarily
increasing statutory compensation payments by 20% and removing the cap, recognising
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.
• 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
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:
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.firstname.lastname@example.org. 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.