Guaranteed standard payments

Under our guaranteed standards of service and normal weather conditions, if you have been without power for more than 18 hours you can claim:

• a payment of £54
• another payment of £27 for every additional 12 hours that you are without power

Loss of electricity supply due to severe weather

If electricity supply is interrupted due to severe weather, our normal guaranteed standards of service do not apply and are superseded by special rules set by our regulator Ofgem.

You may be entitled to a payment if your power is off for an initial period of more than 24 hours, 48 hours or longer, depending on the severity of the weather.

Under these rules, you may be able to claim:

• a payment of £27 for the initial period
• another payment of £27 for every additional 12 hours that you are without power
• a maximum of £216 per property

If our electricity network has been affected by severe weather, we will make special announcements about Guaranteed Standards Payment arrangements through the media and on our website. 

If you believe you qualify for a Guaranteed Standards Payment, please contact us at:

Electricity North West Customer Relations, PO Box 4375, MANCHESTER, M61 0ET

Tel: 0800 048 1820

Claims

• All claims must be made within one month of your electricity being restored.
• Please do not make a claim until your power supply has been restored.

Please provide your full name and address, the time that your supply was interrupted and the time it was restored so we can process your claim quickly.