Main Fuse Failure

If the main fuse at the property fails and you tell your local electricity network operator about this between 7am and 7pm on a working day, they will send someone to the property within 3 hours. If you tell them about this on a weekend or bank holiday, they will send someone to the property within 4 hours.

If they don’t send someone to the property within the deadlines above, you’ll receive a payment of £30.

Rota Disconnection

In certain very unlikely situations it may be necessary for your local electricity network operator to interrupt the supply to your property so that the available electricity supply can be shared on a rota basis between different areas.

If your electricity network operator has to do this and you have no electricity supply to the property for 24 hours or more, you may be eligible for a payment of £150.

Multiple Supply Interruptions

If you experience at least 4 power cuts, each of which last for 3 or more hours during any 12-month period (commencing on April 1 every year), you may be eligible for a payment of £75.

Restoration of Electricity Supply in Normal Weather Conditions

If the electricity supply to the property fails during normal weather conditions due to a problem on your local electricity network, the electricity network operator will restore the electricity supply within 12 hours of becoming aware of the problem.

If your electricity network operator fails to do this, you will receive a payment of £150. A further £35 payment is due for each additional 12-hour period beyond the initial 24-hour period that the electricity supply to the property is not restored.

If the electricity supply to the property fails during normal weather due to a single problem on your local electricity network which affects 5000 or more properties, the electricity network operator will restore the electricity supply within 24 hours of becoming aware of the problem.

If your electricity network operator fails to do this, you’ll receive a payment of £150. A further £35 payment is due for each additional 12-hour period beyond the initial 24 hour period that the electricity supply to the property is not restored, up to a maximum of £300 in total.

Restoration of Electricity Supply in Severe Weather Conditions

If the electricity supply to the property fails during severe weather conditions due to a problem on your local electricity network, it will be restored within a defined period, dependent on the number of properties affected by that event. In these circumstances, the amount of time within which your electricity network operator is required to restore supply to the property varies from 24 hours to over 48 hours.

If your electricity network operator fails to restore the electricity supply within the prescribed timescale, you’ll receive a payment of £70. A further £70 payment is due for each additional 12-hour period beyond the prescribed timescale that the electricity to the property is not restored up to a maximum of £700 in total.

Notice of Planned Interruption of Electricity Supply

If your electricity network operator needs to interrupt the electricity supply to the property for whatever reason, they’re required to give you at least 2 calendar days’ notice of this.

If they fail to do this, you’ll receive a payment of £60.

Voltage Complaint Investigation
If you tell your local electricity network operator that you have a problem with the voltage of your supply, they’re required to visit the property within 7 calendar days or explain the problem to you in writing within 5 working days.

If they fail to do this, you’ll receive a payment of £30.

Appointments

If your electricity network operator needs to visit the property, they must offer you either a morning appointment (before 1pm) or an afternoon appointment (after 12pm). Alternately they must offer you a fixed 2-hour appointment slot if you request this. If they fail to make or keep an appointment with you then you’ll receive a payment of £30.

Failure to make payment under the Standards of Performance

If your electricity network operator fails to pass us any of the payments that are due to you for not meeting any of the Standards of Performance listed above within 10 calendar days (apart from the Standard for Restoration of Electricity Supply in Severe Weather Conditions, where the electricity network operator will make payment as soon as is reasonably practicable), you may be eligible for a payment of £30.