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Guaranteed standard payments

If you’re a domestic customer in the North West, around £100 of your annual electricity bill comes to us here at Electricity North West to operate the network (the wires and cables that bring the energy to your door). 

We work hard to ensure that we provide you with a reliable electricity supply because we know that power is essential to daily life.  But if the power does go off, we’ll work hard to restore it as quickly as possible. 

We’ve agreed some ‘guaranteed standards’ with our stakeholders and these set out what level of service you can expect from us.  On those rare occasions where we fail to meet these standards, we’ll pay you for the inconvenience caused by a power cut, as follows: 

Normal weather conditions

Conditions

Time without
power

Payment

Normal weather conditions

12 hours

£75 for domestic customers

£150 for non-domestic customers

+£35 for every additional 12 hours (up to a maximum of £300)

Normal weather conditions where 5,000+ properties are affected by the same fault

24 hours

£75 for domestic customers

£150 for non-domestic customers

+£35 for every additional 12 hours (up to a maximum of £300)

Severe weather conditions

Conditions

Time without 
power

Payment

Category 1 storm

Off supply continuously for 24 hours

£70 for domestic and non-domestic customers

+£70 for every additional 12 hours (up to a maximum of £700)

Category 2 storm

Off supply continuously for 48 hours

£70 for domestic and non-domestic customers

+£70 for every additional 12 hours (up to a maximum of £700)

Category 3 storm

Depending on scale of the impact of the weather

£70 for domestic and non-domestic customers

+£70 for every additional 12 hours (up to a maximum of £700)

To find out about payments for other standards of service, not relating to power cuts, please click here.The categorisation of storms is agreed with the electricity and gas regulator, Ofgem.  You can find out more about Ofgem’s approach to guaranteed standards here:

Making a claim

  1. Please wait until your power has been restored before making a claim.

  2. Please make your claim within three months of your electricity being restored.

  3. 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.

  4. Claims for lost fridge or freezer contents should be made to your insurance company. We can provide a letter for evidence if required.

  5. Click here to make a claim

Are you a priority customer?

We appreciate that some customers have additional requirements and may have circumstances where a priority service is needed for a variety of reasons.

Learn more

Knowledge centre

Find answers to questions about Electricity North West, including details on electricity connections, power cuts and general enquiries

Check out frequently asked questions and our user guides.

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Thanks for visiting our site. We're launching a new website on Monday 30 October, so you may notice some minor disruption to this existing site in the evening when we switch over.

If you need to get in touch and the site is unavailable, you can find us on Twitter or Facebook. In an emergency, contact us by calling free on 105.

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