Looking after our customers
We understand that prolonged power cuts can be challenging, and we’re here to support you. If you had to arrange alternative accommodation while your power was off, we’ll reimburse costs to help ease the inconvenience.
Accommodation Claims
If you needed alternative accommodation, please email our compensation help team with your claim and supporting receipts.
Please download and complete this claim form and attach it to your email before submitting your claim.
What You Can Claim
- Hotel accommodation: you can claim up to £200 per room, per night.
Please include itemised receipts for hotel expenses—we need these to review your claim.
If your claim is successful, we’ll pay you by cheque. We aim to issue your cheque within 28 working days.
If you need help with your claim, please call 0330 1010 159.
Please do not call 105 for compensation queries. This number is for reporting power cuts and emergencies only
Formal Compensation Procedures
In line with the Energy Regulator, Ofgem’s Guaranteed Standards covering exceptional events, customers impacted by Storm Boelo in our Scottish distribution region (SPD), may be eligible to receive compensation.
Outside of our goodwill support, once Ofgem’s formal compensation process begins, we’ll proactively reach out to customers who are eligible for payments.
If you're entitled to compensation, our customer service team will contact you directly, there's no need to get in touch with us. Please look out for a text message, or letter sent to your property.
Ofgem’s Guaranteed Standards for a Category 2 Storm
- For loss of your supply, you are entitled to £90 if your power has been cut off for 48 hours or more.
- You are entitled to a further £45 for every complete 6-hour period after 48 hours.
- The maximum amount you can claim for loss of your supply is £2,235.
- Compensation claims over and above the loss of your power supply, should be referred to your home or business insurer.
More information can be found on Ofgem’s website by clicking this link