Update from Stephanie Trubshaw, Customer Director
First of all I would like to apologise for the loss of power customers experienced as a result of Storm Arwen, particularly the length of time you were affected.
To provide you with some context around the situation we faced, over a million properties were impacted by the storm in Great Britain. Over 117,000 properties suffered a power cut in the North West as a result of damage to over 900 areas of our electricity network caused by falling trees and other debris in the high winds.
Hundreds of our engineers, as well as extra teams called in from across the country, worked flat out for over a week to restore power as quickly as possible.
We received over 70,000 calls to our contact centre, the majority of which we answered, but this inevitably led to some delays in responding to our customers at the peak of the incident for which we apologise. We understand how frustrating this was. Call volumes have now returned to more manageable levels and I would like to assure you that we take all customer contacts very seriously.
Thank you for your patience throughout the major incident. Please also have a look at our responses to some of the key questions we've been asked set out via the link below.
If you have any additional questions or queries relating to Storm Arwen you can email us on our dedicated email address StormArwen@enwl.co.uk.