Latest update from Scottish Power Energy Networks (SPEN), including details about compensation for loss of power
Key Updates: 1. Food Trucks Stood Down: With power fully restored, the food trucks that were deployed to support affected communities are no longer required and have been stood down. 2. Compensation Information: Please advise your communities to follow the guidance on compensation. We will automatically process compensation for eligible customers. If they need to contact us, please ask them to email our dedicated address first. If email is not possible, they can phone us. 3. Feedback on Communication: In the coming weeks, we will be reaching out to gather your insights on how we communicated during this period. Your feedback on what worked well and what we can improve will be invaluable. 4. Reporting New Faults: Please remind your communities to report any new faults to 105 as they normally would. These are not storm-related and must be logged correctly with the right team. We are grateful for your support in echoing our messaging within the community, identifying those in need, and for your patience as we addressed the faults caused by the storm. Compensation Details: In line with the Energy Regulator, Ofgem’s Guaranteed Standards covering exceptional events, customers impacted by Category 2 Storm Éowyn may be eligible to receive compensation. * For loss of supply, customers are entitled to £85 if their power was cut off for 48 hours or more. * An additional £40 is provided for every complete 6-hour period after 48 hours. * The maximum amount claimable for loss of supply is £2,000. * Compensation claims beyond the loss of power supply should be referred to home or business insurers. More information can be found on Ofgem’s website here. For those who were off supply or remain without power, we offer reimbursement for hot food and drinks up to £10 per meal (max 3 meals per day) up to a maximum of £120 per household per day. This can be applied for through our online form. If you have a compensation query or require hotel reimbursement, please contact our dedicated Compensation Help Team via email at StormEowynNorth@spenergynetworks.co.uk or call 0330 1010 159. If you’d like to share this with your communities, here’s a link to our compensation webpage. Please note: do not call 105 for compensation queries – this line is for power cuts and emergencies only. Thank you once again for your support and for helping your communities during this challenging time. Heather Heaton Stakeholder Engagement and Comms Manager |