What am I entitled to if there’s a power cut?

Can I get compensation after a power cut?

If you have a power cut and you lose your energy supply, you may be entitled to compensation.

The amount available depends on if the power cut was planned or unplanned, how long the power was off, and if you were notified in advance. 

Here we look at when you may be due compensation, how to claim it and what to do if it’s not paid.

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What compensation am I entitled to?

Your local electricity distribution company, also known as a distribution network operator, is responsible if there’s a power cut. 

It’s not the same as your energy provider and you can find your local operator by looking at an energy bill.

The amount paid to customers depends on factors such as the number of hours you’ve been without power and the severity of the weather.  

You must make a claim within three months of your electricity supply being fixed. If you suffer multiple outages, this time frame applies each time power is restored.

It’s worth bearing in mind that the compensation does not cover any subsequent financial loss.

Severe weather

Electricity distribution companies have 24 hours to restore electricity supply if it fails due to a storm. 

For 'Category 1' storms, you're entitled to £85 if you have been cut off for 24 hours. 

For 'Category 2' storms, the £85 entitlement begins after 48 hours. 

You're then entitled to a further £40 for every six hours you're without power after the initial 24 or 48 hour period. 

The maximum amount of compensation you can receive for a single power cut is £2,000.

Normal weather

As a general rule, electricity distribution companies have 12 hours to restore electricity supply if it fails during normal weather conditions. 

However, there are compensation entitlements depending on how many homes are affected and how long you have been cut off for.

• For power cuts to less an 5,000 homes for 12 hours or more, you can claim £95 (£180 if you're a business customer). You can also claim an additional £40 for each additional period of 12 hours you are without power.
• For power cuts to more than 5,000 homes that are cut off for 24 hours or more, you can claim £95 (£180 if you're a business customer). You can also claim an additional £40 for each additional period of 12 hours you are without power, up to a total of £360. 

Compensation for gas supply issues

You may be able to claim compensation for disruption to your gas supply depending on how much notice you were given and how long your supply has been cut off for.

• For planned outages: if you were given less than seven days notice about your supply being cut off, you can claim £50 (£120 as a business customer).
• For unplanned outages: for every 24 hours that you are without gas, you can claim £70 (£120 as a business customer).

If your gas supply has been cut off due to a national supply issue, you won't be able to claim compensation. 

Ofgem rules on power cuts 

Ofgem sets rules on how quickly electricity distribution companies in Scotland, Wales and England must respond to power cuts. 

It has Quality of Service Guaranteed Standards, which are service levels that must be met by electricity distribution companies. 

If they fail to meet the level of service required - for example you’ve experienced prolonged or frequent power cuts - you could be entitled to compensation.

Multiple power interruptions

If you are cut off more than four times in a year (1 April to 31 March), for at least three hours each time, you are entitled to additional compensation of £95. 

Notice of planned power cuts  

Distribution companies are required to give customers at least two days’ notice of planned power cuts. 

If not, household customers can claim £35. This also applies if customers are given notice for the wrong day.

There are also rules around problems with voltage and appointment keeping. Distributors must keep to a timed appointment in one of three time slots:

• am - before 1pm
• pm - after 12pm
• a specific two-hour time band

If your electricity distribution company fails to turn up in your agreed time slot, you could get £30 compensation.

How to claim compensation

You need to make your claim for compensation within three months for an unplanned power cut, or within one month for a planned power cut. 

Different electricity distribution companies have different claim mechanisms, so to find out how to make a claim you need to contact your distribution company.  

Ofgem provides contact details for all UK distribution companies. Different electricity distribution companies operate in different regions, so you will be able to search by region.

Alternatively, you can use the Energy Networks Association's network operator finder tool. All you'll need is your postcode to find out who your network distribution company is.

Failure to pay compensation

Distribution companies have 10 days in which to make a payment for failing to meet any of the Guaranteed Standards. The only exception is if you've lost power as a result of severe weather, in which case distribution companies must make payment as soon as reasonably possible. 

In both cases if payment is late, distribution companies must pay you an extra £30.

Power cuts in Northern Ireland

Northern Ireland Electricity Networks (NIE Networks) is the distribution network company which supplies Northern Ireland. 

NIE Networks follows standards set by Northern Ireland's Utility Regulator, which are based on various scenarios that may occur and where customers will be entitled to receive a payment. NIE Networks has guaranteed standards which explain more about these scenarios and the compensation you may be eligible for.

In cases of severe weather, such as a storm, the legislation behind the guaranteed standards for NIE Networks allows for exemptions to be made. This means there is no guarantee that you would receive the standard compensation payment.

If you believe that you are entitled to a payment, you can make a claim online.