Compensation

 

Formal compensation procedures

In line with the Energy Regulator, Ofgem’s Guaranteed Standards covering exceptional events, customers impacted by Storm Boelo may be eligible to receive compensation.

Outside of our goodwill support, once Ofgem’s formal compensation process begins, we’ll proactively reach out to customers who are eligible for payments.

If you're entitled to compensation, our customer service team will contact you directly, there's no need to get in touch with us. Please look out for a text message, or letter sent to your property.

Ofgem’s guaranteed standards for a category 2 storm

• For loss of your supply, you are entitled to £90 if your power has been cut off for 48 hours or more.
• You are entitled to a further £45 for every complete 6-hour period after 48 hours.
• The maximum amount you can claim for loss of your supply is £2,235.
• Compensation claims over and above the loss of your power supply, should be referred to your home or business insurer.

 

 

Claiming for losses after a power cut

If you've experienced a power cut and believe you've suffered a financial loss, such as spoiled food or damage to electrical appliances, you may be able to make a claim through your home insurance policy.

Home insurance providers will normally assess any claim under the terms of your policy. Before making a claim, we recommend checking your policy documents or contacting your insurer to understand what may be covered.

How to make a claim

1:  Contact your home insurance provider and explain the circumstances of the power cut.

2:  Gather any evidence of your loss, such as photographs, receipts or details of damaged items.

3:  Request a power interruption confirmation letter from us by emailing enquiries@enwl.co.uk or calling 0800 195 4141.  Please see more details below.

4:  Provide the letter and any supporting information to your insurer as part of their claims process.

Requesting a power interruption confirmation letter from us

Many insurance companies ask for confirmation that a power cut took place before assessing a claim. We can provide a letter confirming the interruption and the date and time it affected your property.

To request a letter, please contact us and provide:

• Your address and postcode
• The date of the power cut
• A contact telephone number or email address

We'll then arrange for a confirmation letter to be sent to you for use in your insurance claim.