Ombudsman Services | Last updated Feb 10, 2020
John Gallagher, an energy ombudsman at Ombudsman Services, sets out our position on complaints in relation to power cuts due to severe weather:
“In the event of loss of supply due to severe weather, an energy network should follow certain steps – including keeping its customers updated and making clear the circumstances in which people might be eligible for compensation.
“When looking at complaints, we will consider whether these steps were followed.
“Consumers will need to give their network provider eight weeks to try to put things right before the matter can be escalated to us. At that point they can complain to us.
“One thing to bear in mind is that, in most instances, an energy network will need to gain access to its substations before it can restore energy supply. In severe weather, this might not be possible – particularly if the substation is flooded.
“The relevant regulations mention lack of access to the energy network’s own premises as an exemption to the circumstances in which compensation might be paid.”
To find out more about our role in complaints about energy network providers, visit this page on our website:
Complaints about network providers
For general information and advice about the storms disrupting some parts of the country and who to contact if your power supply is affected, visit this page on the Ofgem website:
Power cuts: Help and compensation under the Guaranteed Standards (Ofgem)