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Power cut compensation has been ‘too low for too long’

24 Gorffennaf 2014

Citizens Advice highlights how the compensation for people subject to power cuts has been ‘too low for too long,’ as today Ofgem reveals the minimum compensation will more than double and people could receive up to £700.

Citizens Advice Chief Executive Gillian Guy said:

“The compensation for power cuts has been too low for too long.  More than doubling the payment is the right move by Ofgem. Power is not just used to light homes and run appliances, many people also rely on it for important medical equipment.  If there is a power cut it is essential networks have plans in place to get supplies restored as soon as possible.

“The severe storms earlier this year caused power failures and exposed the planning shortcomings of two firms.  While staff worked hard in the bad conditions to restore power to people’s homes, there were large holes in some of the networks response plans.  The long queues and high call failure rates on telephone enquiry lines we saw during Christmas must not be repeated. Networks need to make sure they know who their vulnerable customers are and have plans in place to help them if their electricity supply goes down.

“Being able to get the power back on quickly is a core function of energy networks and they should be fully prepared.  Ofgem needs to keep a watchful eye on the industry and take any necessary action to make sure people aren’t without power for long periods of time.”

Notes to editors:

  1. The Citizens Advice service comprises a network of local bureaux, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  2. The advice provided by the Citizens Advice service is free, independent, confidential, and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  3. To find your local bureau in England and Wales, visit citizensadvice.org.uk. You can also get advice online at adviceguide.org.uk
  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers
  5. Citizens Advice Bureaux in England and Wales advised 2.3 million clients on 5.4 million problems from October 2013 to September 2014. For full 2013/2014  service statistics see our quarterly publication Advice trends
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 3,000 service outlets across England and Wales.