Monday 29 November 2021 – 6.30pm
Following the impact of Storm Arwen our teams continue to work around the clock to restore supplies for all our customers.
We’re committed to getting our customers without power back on as quickly and safely as we can but understand just how frustrating it is when you’re without power.
Since the beginning of the storm engineers have now reconnected over 16,000 customers. In Scotland 4,142 customers are currently affected, mainly in the Borders, Dumfriesshire, Fife and Lothian. In England and Wales 2,327 customers are currently affected mainly in Dee Valley, Oswestry, Mid Wales and North Wales.
In many areas damage has been severe, caused by fallen trees and other wind-blown debris and engineers are also dealing with impacted road networks making access to some of our repairs even harder.
We have taken 103,843 calls (over 2 months worth of calls in 3 days), but our colleagues across our call centres are working around the clock to answer them and we are currently responding in around 2 minutes. However, we appreciate customers who have asked for a call back will be taking longer and we are prioritising them based on those most vulnerable. Our social media teams are also working extremely hard to reply to all of the messages and comments across our social media channels.
If you're a vulnerable customer and on our Priority Services Register, you'll be prioritised in our call queue. We are also proactively contacting vulnerable customers prioritising those who are medially dependent on electricity, to offer support.
We are offering hot food and drinks to customers and hotels for anyone who needs them. And we have fitted generators to those customers most in need. We are also visiting our customers to provide support where individual needs have been identified.
Over the last few days, we’ve received an unprecedented volume of contacts from customers by both phone and social media. We've sent over 200,000 messages to customer to update them with our progress but please continue to check our website for updates where you can in the first instance.
Importantly, if you or someone in your home is vulnerable, please make sure you call us on 105 so that we can discuss any further support we can give you from organising hot food, drinks and other welfare services to accomodation if required.
You can also use your postcode to look for info about power cuts in your area. Alternatively, just click on the power cuts map button, or scroll through our power cuts list to find what you’re looking for.
|Guy Jefferson Chief Operating Officer, speaking last night. |
Click here for the latest information and updates about known power cuts in your area or visit our Twitter channel @spenergynetwork.
For more indepth information about the weather where you live, visit the Met Office website.
For useful hints and tips on how to prepare for a power cut, visit our website here or click here for information about what to do and how to contact us in the event of a power cut.
Keeping our Customers Safe
If you come across any damage to our network please call us on the number for your area shown below, and stay on the line to speak to an advisor:
Central & Southern Scotland
Cheshire, Merseyside, N.Wales, N.Shropshire
Call free from a landline or mobile phone
105 or 0800 092 9290
Call free from a landline or mobile phone
105 or 0800 001 5400
If there are cables on or near the ground, please keep clear of them. These may still be live and able to conduct electricity through damp ground or metallic objects. If they are in roads or on footpaths, firstly dial 999, please stay on site if you can, tell the police and help keep passers-by well away, then also call us to advise and we will dispatch a team.
Keeping You Informed
To keep you up to date on our progress, we will post regular updates on our website and on Twitter. If you haven’t done so already, please follow us on Twitter @SPEnergyNetwork.
We are committed to keeping our most vulnerable customers informed with the latest information in the event of a power cut. If you haven’t already registered on our Priority Service Register (PSR) but need some additional help please get in touch with us via our website or by calling our dedicated PSR line on 0330 10 10 167 or you can text PSR to 61999 and someone will get back to you.