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Storm Eunice: Ofgem’s Guaranteed Standards Compensation Scheme

We would like to apologise to customers affected by Storm Eunice and thank you for your patience whilst we restored supplies. 

We will be making automatic compensation payments to customers who were without power continuously for over 48 hours. There is no need to make a claim. 

If we managed to restore your supplies within 48 hours, unfortunately compensation does not apply. 

For more details about eligibility under Ofgem's Guaranteed Standards compensation scheme see FAQ's below.

 

  • Ofgem has not defined severe weather in relation to specific weather conditions such as wind speed. The Storm category is calculated on the number of incidents on the high voltage network in a 24 hour period during the Storm across each of our 4 regional networks. This recognizes that overall our engineers were very busy carrying our repairs on the network.

    Category 2 Storm

    Where the number of HV faults in a 24 hour period exceeds the higher threshold set by Ofgem, compensation will be paid for power cuts lasting for a continuous period of over 48 hours from the time WPD was notified of the power cut, either by a telephone call to our emergency service, or an alert from automated equipment on the high voltage network.    Please be aware that this timescale may be different to the time you were actually without power. The timescale starts from when we became aware your power went off, and excludes periods when the supply went off and came back on again.

    Payment is £75 for power cuts lasting 48-60 hours (from time of notification) and £70 for each 12 hour period thereafter.

  • The table below shows the Ofgem Storm Categories.

    For each of the WPD regions for the Storm Eunice-Franklin period we have applied the following Storm Categories:

    · The South West met the threshold for a Category 3 Storm - 500 HV faults (18th – 19th February) and over 300,000 customers interrupted

    · South Wales met the threshold for a Category 2 Storm - 240 HV faults (18th – 19th February) and around 90,000 customers interrupted

    · The West Midlands a Category 2 Storm - 160 HV faults (18th – 19th February) and around 85,000 customers interrupted

    · The East Midlands did not meet any Storm Threshold

    For compensation purposes we are making automatic payments to all customers continuously without power for over 48 hours from the time we were aware of the fault in line with Category 2.

    Severe Weather CategoryOfgem Threshold DefinitionSouth West South WalesWest MidlandsEast Midlands
    Category 1
    (Medium events)
    Non-lightning events - when a distributor experiences 8 or more but fewer than 13 times the normal amount of higher voltage faults in 1 day. 24 hour restoration.60-97 HV faults41-66 HV faults63-102 HV faults64-103 HV faults
     Lightning events - when a distributor experiences at least 8 times the normal amount of higher voltage faults in 1 day. 24 hour restoration.Over 60 HV faultsOver 41 HV faultsOver 63 HV faultsOver 64 HV faults
    Category 2
    (large events)
    Non-lightning events - when a distributor experiences at least 13 times the normal amount of faults in 1 day. 48 hour restoration.98 or more HV faults
    (where less than 283,000 customers are interrupted)
    67 or more HV faults
    (where less than 213,00 customers are affected)
    103 or more HV faults
    (where less than 353,00 customers are affected)
    104 or more HV faults
    (where less than 353,00 customers are affected)

    Category 3
    (very large events)

     

    For severe weather events affecting a very large number of customers as specified in the Regulations – restoration period will be calculated using a formula as set out in the Regulations. 48 hours x (total number of customers interrupted/category 3 threshold number of customers)2Over 283,000 customers interruptedOver 213,000 customers interruptedOver 353,000 customers interruptedOver 452,000 customers interrupted

    Please note we are still collating our incident data, so figures are provisional.

  • The Storm category is calculated on the number of incidents on the high voltage network in a 24 hour period during the Storm across each of our 4 regional networks. Although some areas may have experienced less severe weather, overall our engineers will still have been very busy carrying our repairs on the network.

    If the number of high voltage incidents did not reach the Storm threshold for the WPD region in which you live, and you were without electricity for over 12 hours, you may be eligible for a compensation payment. We will send you a payment automatically. There is no need to make a claim.

  • For a Category 2 Storm the payment if £75 for power cuts lasting 48-60 hours (from time of notification) and £70 for each complete 12 hour period thereafter.

    Continuous period of power cutCategory 2 Payment
    Less than 48 hoursNo payment
    48-60 hours£75
    60-72 hours£75+£70 = £145
    72-84 hours£75+£70+£70 = £215
    84-96 hours£75+£70+£70+£70 = £285
    96-108 hours£75+£70+£70+£70+£70 = £355
    108-120 hours£75+£70+£70+£70+£70+£70 = £425
    120-132 hours£75+£70+£70+£70+£70+£70+£70 = £495

     

  • We do not guarantee an uninterrupted supply of electricity.  Therefore we are not liable for loss of fridge or freezer contents. 
    Your home insurance may cover you, so please check with your insurers.  For more information please see the National Terms of Connection which are set by our industry regulator Ofgem.

  • We raise cheques based on the customer information provided by the supplier registered to your property. If the name of the occupier has changed please let us know so that we can amend our records. You should also notify your supplier.

  • We do not guarantee an uninterrupted supply of electricity. Therefore we are not liable for business losses due to severe weather outages. 

  • If a problem with WPD’s network caused your supply to be off over the Category 2 Storm timescales, we will arrange a payment via your network operator.

  • You are not eligible for a compensation payment if you are sub-metered and pay your landlord for your electricity.

  • Given the scale of the impact of storm Eunice we are continuing to complete the necessary analysis to verify the customers who were affected by the storm and the length of time they were off supply. We are looking to issue payments as quickly as possible and you will receive a letter with more details, if you have not received a letter from us you can use this form to make a claim. This form will be available from 11th April for customers who have not been contacted.