I have received a further update from Scottish Power on how they are handling compensation for their customers who were off power as a result of Storm Arwen:
Below is their update to me:
"Following the severe impact on our network caused by the storm, SP Energy Networks is offering additional compensation of £150 per household to those off supply for more than 48 hours as an apology for the disruption caused. To put this additional £150 payment in context, this materially exceeds the annual charges we levy to domestic customers for the Distribution component of the electricity bill i.e. is effectively more than a full year’s discount from distribution charges.
"This gesture of goodwill is in addition to the statutory compensation customers are entitled to. In line with the Guaranteed Standards, as a Category 2 storm, statutory payments are £70 for domestic and commercial customers when off for 48 hours, and payments of £70 for every additional 12 hours. The table below sets out the combined amounts of statutory compensation plus SP Energy Networks’ additional compensation.
"Therefore, depending on how long customers’ power was interrupted, they will receive a cheque to the value of £220 up to £780 for those most impacted.
"Please note that no compensation application will be necessary as we are contacting all eligible customers proactively. To do this, one of two letters has now been will be issued. Where we hold the customer’s name sufficient to issue a cheque directly we will notify customers. Where we need clarification of the customer’s name before we can issue the cheque, we will ask customers to provide the information to us.
"A help line and e-mail has been set up dedicated to dealing with these payments. We are asking any customers who might not have received their cheque by 21 December, or have any queries regarding the cheque, to contact us on:
Phone: 0330 10 10 158
"We are hoping to make all payments, via cheque, before Christmas. Over and above that, compensation for hot food purchased during time off supply will be sent quickly as possible and should be with you late December/early January.
"As far as disputes are concerned, any disputes will be answered on a case-by-case basis and the customer will enter our normal Complaints Handling Procedure at Stage 1."