Information from SSEN
We award compensation in line with Ofgem’s Quality of Service Guaranteed Standards. Ofgem tells us in which circumstances we should pay compensation to customers, and we follow this.
How much you are eligible to claim compensation under the Guaranteed Standards depends on many factors, including:
– The cause of the power cut.
– The amount of time you were off supply.
Circumstances in which you can claim compensation are:
If you are cut off for 12 consecutive hours or more in ‘normal weather’, you may be eligible to receive:
£95 as a domestic customer.
£180 as a non-domestic customer.
A further £40 will be paid for each additional period of 12 hours in which power is not restored up to a cap of £360 in total. ~
If more than 5,000 homes are affected by a single fault, we have 24 hours to restore supplies.
If eligible to receive compensation for an interruption lasting 12 or more consecutive hours, this payment will be processed automatically and received via cheque.
You can also claim £95 (both domestic and non-domestic customers) if you are cut off more than four times in a year between 1 April and 31 March for at least three consecutive hours each time. If you believe you are eligible for compensation under this criteria, you will need to contact us to claim this.
We understand that these requirements for compensation can be frustrating, however, this provides us and other network operators a fair and easy way to ensure customers are compensated for any inconvenience caused by a power cut.
Once power has been restored to all properties and final assessments carried out, customers may be entitled to compensation under the regulated Guaranteed Standards of Performance set out by our regulator Ofgem. This process is automatic and payments will be processed as quickly as possible in the weeks after the event.
The amount due will be confirmed by our fault teams following the storm, and if you are eligible for a payment we will process this automatically and send a cheque to you in the post, so you don’t need to do anything to claim this.
You can also find more information of Ofgem’s Quality of Service Guaranteed Standards at: