Ofgem finds that electricity companies provided "unacceptable service" following Storm Arwen

Industry watchdog Ofgem claims that electricity networks provided "unacceptable service" to thousands of customers in the wake of Storm Arwen.

Nearly one million homes were left without power after winds of 100mph caused widespread disruption, uprooted trees and damaged power lines across northern England and Scotland from November 26, 2021. In some areas, power outages lasted for more than 10 days with many customers complaining of poor communication from their electricity suppliers.

An independent review was carried out by Ofgem which examined whether the power outages could have been prevented, if correct and timely information was given to customers, whether power was restored quickly enough, and how customers were supported after the storm. It found that staff at distribution network operators worked hard in challenging conditions.

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However, it concluded that thousands of electricity customers were provided with an "unacceptable service". Ofgem chief executive Jonathan Brearley said: “Distribution network companies faced challenging conditions in the aftermath of Storm Arwen, and I pay tribute to the many colleagues in those companies who supported customers and worked to get them back on power as quickly as possible.

“However, it was unacceptable that nearly 4,000 homes in parts of England and Scotland were off power for over a week, often without accurate information as to when power would be restored. Network companies need to do better, not just to prevent power disruptions, but to ensure that, when power is off, they work smarter to get people back on power quicker, and keep customers informed with accurate and timely information. This is the