Understanding Your Right to Compensation for Power Cuts
A power cut, also known as a power outage, happens when your electricity supply is unexpectedly interrupted. In the UK, power cuts are usually caused by severe weather (such as storms or high winds), damage to power lines, equipment failure, or planned maintenance work by your energy supplier. Sometimes, faults in your local area or issues with the wider electricity network can also lead to outages.
Legal Protections and Supplier Obligations
UK law provides clear protections for consumers affected by power cuts. Energy suppliers and network operators have a legal duty to maintain a reliable supply of electricity. If a power cut occurs, they must act quickly to restore power and, in certain circumstances, pay compensation to affected customers. The main legal framework for these rights and obligations is set out in the Electricity Act 1989, Section 39, which outlines when and how compensation must be paid for supply interruptions.
The energy regulator, Ofgem, also sets out rules that suppliers must follow regarding compensation for power cuts. These rules ensure you are treated fairly and help you understand what you are entitled to if your electricity supply is disrupted.
When Are You Entitled to Compensation?
Compensation for power cuts depends on the length and cause of the outage:
Short Power Cuts: If the power cut lasts only a short time (usually less than 12 hours), you may not be eligible for compensation unless the outage was due to the supplier’s failure to act or repeated faults.
Long Power Cuts: If your electricity is off for 12 hours or more due to an unplanned fault, you are generally entitled to compensation. The amount you can claim may increase if the outage continues for longer or if there are multiple outages in a short period.
Some compensation payments are made automatically by your supplier, especially if the outage is widespread and affects many homes. In other cases, you may need to make a claim yourself. Ofgem provides clear guidance on when you can expect automatic payments and when you need to claim.
Keeping Records
To support your claim for compensation, it’s important to keep detailed records of the power cut. Note the date and time the outage started and ended, any communications you had with your supplier, and the impact the power cut had on you or your household. This information will make it easier to prove your eligibility if you need to submit a claim.
If you experience further issues or have questions about other types of energy supply problems, you may find it helpful to read more about problems with your energy supply or supplier, which covers a broader range of situations and your rights as an energy consumer.
What Counts as a Power Cut?
What Counts as a Power Cut?
A power cut, also known as a power outage, is when your electricity supply is interrupted and you are left without power in your home or business. In the UK, power cuts can happen for several reasons, and not all of them automatically entitle you to compensation.
Types of Power Cuts
There are three main types of power cuts you might experience:
Unplanned Faults: These are unexpected interruptions caused by problems such as damaged cables, equipment failure, severe weather, or accidents (for example, a vehicle hitting a power line). Unplanned faults are the most common reason for power cuts and are usually sudden, with no prior warning.
Planned Outages: Sometimes your electricity supplier or network operator needs to carry out essential maintenance or upgrades to the local power network. In these cases, they may temporarily turn off your electricity. By law, they must give you at least two days’ advance notice before a planned outage. If you have been properly notified, these planned interruptions usually do not qualify for compensation.
Emergency Interruptions: In rare cases, electricity may be cut off to protect safety or prevent wider damage to the network. For example, during a major storm or flooding, the network operator might disconnect power to prevent accidents or fires. Emergency power cuts are sometimes called “rota disconnections” or “load shedding” if they are done to balance supply and demand across the grid.
When Does a Power Cut Qualify for Compensation?
Under the Electricity (Standards of Performance) Regulations 2015, you may be eligible for compensation if your power supply is interrupted due to an unplanned fault or certain emergencies, and the supply is not restored within a set timeframe (usually 12 hours for most faults, but this can vary in severe conditions or widespread incidents). If the power cut is planned and you were given proper notice, you are generally not entitled to compensation.
What Doesn’t Count?
Not every interruption to your electricity supply is considered a power cut for compensation purposes. For example:
If your supplier warned you in advance about a planned maintenance outage, and you received at least two days’ notice, you cannot claim compensation for the interruption.
If the problem is inside your own home (such as a tripped fuse or faulty wiring), this is not covered by compensation rules – you will need to arrange your own repairs.
Temporary interruptions caused by your own actions (for example, not paying your bill and being disconnected) are also not eligible.
Practical Advice
If you experience a power cut, check first whether it is affecting just your property or your whole street. If it’s only your home, the issue may be internal. If neighbours are also affected, it’s likely a wider power cut. Keep a record of when the outage started and ended, and any communication you receive from your supplier or network operator, as this information will be useful if you need to make a claim.
Understanding exactly what counts as a power cut – and which types are covered by compensation rules – can help you know your rights and what steps to take next.
When Are Energy Suppliers Required to Compensate You?
When Are Energy Suppliers Required to Compensate You?
Energy suppliers in the UK must follow strict rules set by Ofgem, the energy regulator, to ensure customers are treated fairly during power cuts. These rules, known as the Guaranteed Standards of Performance (GSOPs), outline when and how much compensation you are entitled to if your electricity supply is interrupted.
Automatic Compensation for Prolonged Power Cuts
If you experience a power cut that lasts longer than a certain number of hours, you may be entitled to automatic compensation. The standard thresholds are:
Normal weather conditions: If your electricity supply is cut off for more than 12 hours due to a fault on the network, your supplier must pay you compensation automatically.
Severe weather conditions: The timescales differ depending on the severity and cause of the outage. For example, if the power cut is caused by severe storms or extreme weather, compensation may only be due if the outage lasts longer than 24 hours (or longer, depending on the circumstances).
The amount you receive depends on how long the power cut lasts and the nature of the event. Ofgem regularly reviews and updates these amounts. For the latest compensation caps and standards, see Ofgem’s Guaranteed Standards of Performance.
Compensation for Multiple Short Power Cuts
You are also protected if you experience several shorter power cuts over a year. If your electricity supply is interrupted more than four times in a year (from 1 April to 31 March), each lasting at least three hours, you may be eligible for a further payment. This rule helps ensure that frequent disruptions are not overlooked, even if they are not individually long enough to trigger automatic compensation.
Exceptions: When Compensation May Not Apply
There are some situations where compensation rules do not apply. These include:
Extreme weather events: If power cuts are caused by exceptionally severe weather, the compensation rules may be different or may not apply at all, depending on the circumstances and whether the network operator could reasonably restore the supply sooner.
Planned interruptions: If you are given advance notice of a planned power cut (for example, for essential maintenance), compensation is not usually due.
Third-party damage: If the outage is caused by damage from a third party (such as building work accidentally damaging cables), compensation may not be available.
For more details on exceptions and the latest updates to compensation limits, visit Ofgem’s Guaranteed Standards of Performance.
What Should You Do Next?
If you believe you are owed compensation, keep a record of when the power cut started and ended, and contact your energy supplier. In most cases, compensation should be paid automatically, but you may need to make a claim if it is not.
Understanding your rights under Ofgem’s standards can help you make sure you receive the compensation you are entitled to and manage any further issues with your energy supply.
How to Claim Compensation for a Power Cut
Making a compensation claim for a power cut in the UK is a straightforward process, but it’s important to follow the right steps to ensure your claim is successful. Here’s a step-by-step guide to help you through it:
1. Contact Your Energy Supplier
Start by getting in touch with your electricity supplier or the company responsible for maintaining your local power network (known as the Distribution Network Operator, or DNO). You can usually find their contact details on your electricity bill or their website. Explain that you have experienced a power cut and wish to claim compensation.
2. Gather the Necessary Information
To support your claim, you’ll need to provide certain details, including:
The date and time the power cut started and ended
Your full name and address
Your electricity account number (if applicable)
Any reference numbers or correspondence you’ve received about the outage
If possible, keep a record of how the power cut affected you – for example, if it caused you to lose perishable food or disrupted essential medical equipment.
3. Understand the Rules and Timeframes
Under Ofgem regulations, you may be entitled to compensation if the power cut lasted longer than the legal thresholds, or if your area suffers frequent outages. The exact rules depend on the cause of the outage (such as severe weather or faults) and how long it lasted.
Typically, suppliers must pay compensation automatically for major incidents, but in some cases, you’ll need to request it. Payments are usually made within 10 to 20 working days after your claim is accepted, either as a direct payment or a credit on your bill.
4. Keep Records of All Communications
It’s important to keep copies of all emails, letters, and notes from phone calls with your supplier. This will help if you need to follow up or escalate your claim. Note down the names of people you speak to and any reference numbers given.
5. What to Do If Your Claim Is Refused or Ignored
If your supplier does not respond within a reasonable time (usually within 8 weeks), or if they refuse your claim and you believe this is unfair, you can escalate the matter. Start by making a formal complaint to your supplier. If you’re not satisfied with their response, you may be able to take your complaint to the Energy Ombudsman for independent review.
6. Persistence Pays Off
Don’t be discouraged if your claim isn’t resolved straight away. Persistence is key – suppliers are legally required to follow Ofgem’s rules, and keeping detailed records will strengthen your position if you need to escalate your complaint.
If you’re familiar with making other types of claims, such as through your insurance claims process, you’ll notice some similarities. The most important thing is to provide clear information, keep all correspondence, and follow up if you don’t get a timely response.
By following these steps and knowing your rights, you can make sure you receive any compensation you’re owed after a power cut.
Gathering Evidence for Your Claim
Gathering Evidence for Your Claim
To improve your chances of receiving compensation for a power cut, it’s important to gather clear and thorough evidence. Energy suppliers must follow rules set out by Ofgem, the UK’s energy regulator. Under the Electricity (Standards of Performance) Regulations 2015, suppliers and distribution network operators have set responsibilities when there’s a power cut. Good evidence helps prove your case if there’s any dispute.
1. Keep a Detailed Record of the Power Cut
Write down the exact date and time when the power cut started and when it ended. If the power went off and came back on multiple times, note each occurrence. Having a precise timeline helps show whether your situation meets the compensation thresholds – such as being without power for more than 12 hours after a fault, or during severe weather.
Example:
If your electricity went off at 7:30pm on 10 January and was restored at 10:00am on 11 January, record those times. If you received any automated messages or updates from your supplier, note the times you received them as well.
2. Note Any Damages or Losses
Make a list of any direct losses caused by the outage. This could include spoiled food in your fridge or freezer, damage to electrical equipment, or business losses if you work from home. Take photographs where possible, and keep receipts for any replacements or repairs. While the standard compensation scheme usually covers inconvenience rather than specific losses, having this information is useful – especially if you wish to make a separate claim for damages.
Practical tip:
If you had to buy takeaway meals because you couldn’t cook, keep the receipts. If your freezer contents spoiled, take photos and list the items with estimated values.
3. Save All Correspondence with Your Supplier
Keep copies of any letters, emails, or messages you send to or receive from your energy supplier or network operator about the power cut. This includes notifications of the outage, updates on restoration times, and your compensation claim. If you speak to someone on the phone, write down the date, time, the name of the person you spoke to, and a summary of the conversation.
Why this matters:
If your supplier disputes your claim or says you didn’t report the outage, your records will help prove your case. Under Ofgem guidelines, suppliers are required to respond to compensation claims within certain timeframes, so keeping track of your communications is important.
Frequently Asked Questions
Do I need to provide evidence to claim compensation?
While some compensation payments are automatic, in many cases you’ll need to make a claim and provide evidence – especially if the supplier disagrees with your account or if you’re claiming for additional losses.
What if I didn’t keep records at the time?
If you don’t have exact times, try to reconstruct the timeline using other evidence – such as text alerts from your supplier, smart meter data, or messages from neighbours. The more detail you can provide, the better.
By organising your evidence before making a claim, you’ll make the process smoother and help ensure you receive any compensation you’re entitled to under UK law.
Contacting Your Energy Supplier
Contacting Your Energy Supplier
If you’ve experienced a power cut and believe you may be entitled to compensation, your first step is to contact your energy supplier’s customer service team. Here’s how you can go about it and what you should expect.
How to Contact Your Supplier’s Customer Service
Most energy suppliers offer several ways to get in touch, including phone, email, and online chat. You can usually find their contact details on your latest bill or on their official website. For urgent issues, such as an ongoing power cut, calling is often the quickest option. Some suppliers also have dedicated lines for reporting power cuts or compensation claims.
When you contact your supplier, make sure you have the following information to hand:
Your account number or customer reference number
The date and time the power cut started and ended
Details of how the power cut affected you (for example, if it lasted longer than the guaranteed standards allow)
Any correspondence or reference numbers if you have already reported the issue
What to Say and Ask When Making a Claim
When you speak to customer service, clearly explain that you are making a claim for compensation due to a power cut. Under the Electricity (Standards of Performance) Regulations 2015, energy suppliers must pay compensation if you lose supply for longer than the guaranteed standards – typically 12 hours for unplanned cuts affecting fewer than 5,000 homes, but this can vary in certain circumstances.
Be specific about:
The dates and times of the outage
Any communication you received (or did not receive) about the power cut
Whether the outage was planned or unplanned
Ask the customer service agent:
If you are eligible for compensation under the current regulations
How much compensation you can expect, and how it will be paid (for example, as a credit to your account or a cheque)
How long it will take to process your claim
It’s a good idea to make a note of the date and time of your call, the name of the person you spoke to, and any reference numbers provided.
How to Escalate the Claim if Needed
If you are not satisfied with the response from your supplier, or if your claim is refused, you have the right to escalate the issue. Start by asking for your complaint to be handled by a manager or the supplier’s complaints team. All suppliers are required by Ofgem (the energy regulator) to have a clear complaints procedure.
If your complaint is not resolved within eight weeks, or you receive a final response that you are unhappy with, you can escalate your case to the Energy Ombudsman. The Ombudsman is independent and can investigate your complaint, potentially awarding additional compensation if your supplier has not followed the rules.
Remember, keeping a record of all your communications and any evidence related to the power cut will help if you need to take your claim further.
What to Do If Your Claim Is Refused
If your energy supplier refuses your claim for compensation after a power cut, you still have several options to pursue your case further. Here’s what you can do:
1. Check the Reason for Refusal
First, carefully read the supplier’s explanation for refusing your claim. Suppliers must follow rules set by Ofgem, the energy regulator, under the Electricity (Standards of Performance) Regulations 2015. Common reasons for refusal can include:
The power cut was caused by severe weather, which may allow suppliers extra time to restore power.
The outage did not last long enough to qualify for compensation.
The claim was submitted outside the required time limits.
If you believe their decision is incorrect or not clearly explained, you have the right to challenge it.
2. Raise a Formal Complaint with Your Supplier
If you disagree with the supplier’s decision, you should make a formal complaint following their complaints procedure. Clearly state why you believe you are entitled to compensation and provide any supporting evidence, such as details of the outage or previous correspondence.
Suppliers must respond to complaints within eight weeks. Keep copies of all communication for your records.
3. Escalate to the Energy Ombudsman
If you are not satisfied with your supplier’s final response, or if you do not receive a resolution within eight weeks, you can escalate your complaint to the Energy Ombudsman. The Ombudsman is an independent body that can review your case and, if appropriate, order your supplier to pay compensation or take other action.
To learn more about when and how to complain, visit the Energy Ombudsman guidance from Citizens Advice. This resource explains the process, what information you’ll need, and what outcomes you can expect.
4. Consider Legal Advice
If you have followed the complaints process and the Ombudsman’s decision does not resolve your issue, you may wish to seek independent legal advice. A solicitor can help you understand your rights and whether you have grounds for further action, such as making a claim in court.
Understanding your rights and the correct procedures can help you get the compensation you deserve. For more information about your rights as an energy consumer and how to manage other issues with your energy supplier, explore related topics on this site.
Other Related Issues to Consider
Experiencing a power cut can lead to a range of other issues that may affect your rights or ability to claim compensation. It’s important to be aware of these related problems and know where to find further help if you need it.
Problems with Your Energy Supplier
If your supplier has recently changed – especially without your agreement – it could impact who is responsible for compensation. Make sure you check who’s taken over your energy supply if you’re unsure, and learn more about your rights if you didn’t agree to switch energy supplier.
In some cases, your supplier may go out of business. If this happens, your compensation claim may be affected. Find out what to do if your energy supplier has gone bust.
Issues for Tenants and Prepayment Customers
If you rent your home, your landlord might be responsible for your energy supply, which can complicate compensation claims. It’s important to understand what your landlord can charge for energy and how this affects your rights.
Customers with prepayment meters may face unique challenges during a power cut, especially if you’re unable to access or top up your meter. Get advice on problems getting to or topping up your prepayment meter.
Disconnection and Vulnerability
If you’ve received a warning about disconnection, or your supply is at risk due to unpaid bills or other issues, it’s vital to know your rights. Read more about your options if you’ve been told your energy supply will be disconnected.
If you believe you’ve been treated unfairly by your supplier – such as being discriminated against because of your circumstances – you have the right to fight discrimination by energy suppliers.
Financial and Practical Support
Power cuts can make it harder to manage your energy bills, especially if you’re already struggling financially. Find practical support if you are struggling to pay your energy bills, and consider tips to save energy at home to help reduce your costs in the future.
Other Services Affected by Power Cuts
Power cuts can also disrupt other essential services, such as your phone or broadband connection. You may have rights to compensation if your phone, internet and TV service is affected.
If your home’s heating is provided through a communal or district heat network, power cuts might impact your heating supply as well. Learn what to do if your home is on a heat network.
Preparing for Future Power Cuts
Alongside claiming compensation, it’s a good idea to know how to prepare for and manage power cuts. See our guide on power cuts – preparation and tips for practical advice to keep you safe and comfortable during outages.
Understanding these related issues can help you protect your energy rights and access the support you need during and after a power cut. If you’re unsure about your situation, explore the links above for more detailed guidance.
Checking Your Energy Supplier
When you experience a power cut, it’s essential to know exactly who supplies your energy. This information is crucial because your right to compensation, and the process for making a claim, often depends on which company is responsible for your supply at the time of the disruption.
Energy suppliers can change, especially if your previous supplier has gone out of business or if you’ve switched recently. If you’re unsure who your current supplier is – perhaps due to a recent move, supplier changes, or after a major outage – it’s important to confirm this before starting a compensation claim. Making a claim with the wrong company could delay your compensation or result in your claim being refused.
To verify your current supplier, you can use dedicated tools and services that help you check who’s taken over your energy supply. This is particularly useful if your supplier has recently changed, for example, if your previous provider has ceased trading and your account has been transferred to a new company. The process is simple: you’ll usually need your address details, and you’ll quickly find out which company is responsible for your electricity or gas supply.
Keep in mind, supplier changes can affect your compensation rights. According to Ofgem’s Guaranteed Standards, the company supplying your energy at the time of the power cut is typically responsible for any compensation. If your supplier changes while your claim is being processed, you may need to provide extra information or liaise with both the old and new suppliers to ensure your claim is handled correctly.
In summary, always confirm your current energy supplier before making a compensation claim. This step helps you avoid unnecessary delays and ensures you’re dealing with the right company. If you’re ever in doubt, use the available services to check who’s taken over your energy supply, so you can confidently move forward with your compensation claim.
Dealing with Supplier Issues Beyond Power Cuts
When you’re dealing with a power cut, it’s not uncommon to face other issues with your energy supplier as well. Many customers experience problems such as incorrect bills, confusing tariffs, poor customer service, or even unfair treatment. For example, you might receive a bill for energy you haven’t used, be switched to a different tariff without your consent, or find it difficult to contact your supplier to resolve a complaint.
UK energy suppliers are regulated by Ofgem, which sets out rules to protect customers. For instance, suppliers must send accurate bills, treat customers fairly, and offer support if you’re struggling to pay. If you believe your supplier has made a mistake or treated you unfairly, you have the right to raise a complaint and expect a prompt response.
It’s important to know your rights and take action if things go wrong. If you’re facing issues such as persistent billing errors, unexplained changes to your account, or poor service, you can learn more about problems with your energy supply or supplier and the steps you can take to resolve them.
In some cases, you might feel you’re being treated differently because of your age, disability, race, or another protected characteristic. Discrimination by energy suppliers is against the law under the Equality Act 2010. If you think you’ve been unfairly treated, find out how to fight discrimination by energy suppliers and what support is available.
Remember, you don’t have to deal with supplier issues alone. Understanding your rights and where to get help can make it easier to resolve problems and ensure you receive fair treatment from your energy provider.
Related Rights and Concerns
Related Rights and Concerns
Power cuts can raise a number of related issues beyond simply being without electricity. Understanding your wider rights can help you deal with problems that might arise during or after an outage.
Unauthorized Supplier Switching:
If your energy supply has changed to a new company without your agreement, this is known as ‘erroneous transfer’ or unauthorized supplier switching. This can cause confusion, delays in getting your power restored, or even impact your ability to claim compensation. You have the right to challenge any switch you didn’t agree to – find out more about your options if you didn’t agree to switch energy supplier.
Threats of Disconnection:
Legally, your energy supplier must follow strict rules before disconnecting your supply, especially if you are vulnerable or have children in your home. If you’ve received a warning or threat that your energy will be cut off, you should understand your rights and the steps your supplier must take. Learn more about what to do if you’ve been told your energy supply will be disconnected.
Supplier Bankruptcy:
If your supplier goes out of business, your energy supply should not be interrupted. Ofgem will appoint a new supplier, and you may still be able to claim compensation for any power cuts that occurred during the transition. For detailed guidance on what happens if your energy supplier has gone bust, see the linked page.
Homes on Heat Networks:
If you live in a building with communal heating or hot water (a heat network), your rights around power cuts and compensation may be different. Heat networks are not regulated in the same way as standard energy suppliers, so it’s important to check if your home is on a heat network and what your options are.
Prepayment Meter Issues:
Power cuts can make it impossible to top up your prepayment meter, potentially leaving you without gas or electricity even after the main issue is resolved. If you’re struggling with problems getting to or topping up your prepayment meter, there are steps you can take to get help and make sure your supply is restored.
Landlord Energy Charges:
If your landlord bills you directly for energy, your rights to claim compensation for a power cut may depend on your tenancy agreement and how your landlord manages the supply. For more on your rights and what your landlord can charge for energy, see our dedicated guide.
Financial Difficulties:
If a power cut has left you with extra costs, or you’re generally struggling to pay your energy bills, you may be eligible for grants, payment plans, or other assistance. Don’t wait to get help – there are schemes designed to support households in financial hardship.
Other Services Affected:
Remember, power cuts can also disrupt your phone, internet and TV service. This can affect your ability to contact your supplier or emergency services. Find out what to do if your communication services are down during an outage.
By understanding these related issues, you can better protect your rights and ensure you get the support and compensation you’re entitled to during and after a power cut.
Preparing for Future Power Cuts
Preparing for Future Power Cuts
While you may be entitled to compensation after a power cut, being prepared can help you stay safe and comfortable when outages happen. Here are some practical steps you can take to reduce the impact of future power cuts and protect your household:
Make an Emergency Kit
Keep an easily accessible kit that includes:
A torch (preferably battery-powered or wind-up) and spare batteries
Candles and matches or a lighter (use with caution and never leave unattended)
A fully charged power bank for mobile phones
Bottled water and non-perishable food items
Warm blankets and extra clothing
A battery-powered or wind-up radio to stay informed about updates
Stay Informed
Sign up for alerts from your electricity supplier if available, so you’ll be notified about planned outages or updates during a power cut. Knowing when to expect power restoration helps you plan accordingly.
Protect Electrical Devices
Use surge protectors for important appliances to prevent damage when the power returns. Unplug sensitive devices during a blackout to avoid power surges.
Prepare for Medical Needs
If you or someone in your household relies on electrically powered medical equipment, register as a priority service customer with your energy supplier. This ensures you receive extra support during outages.
Keep Warm and Safe
During colder months, layer clothing and use blankets to stay warm. Close curtains to retain heat and avoid opening refrigerators or freezers unnecessarily to keep food cold for longer.
Plan for Communication
Keep a corded landline phone if possible, as cordless phones may not work during a power cut. Make sure your mobile is charged, and have important contact numbers written down.
For more detailed advice on how to get ready for outages, visit our power cuts – preparation and tips page.
Reduce Your Risk
Taking steps to save energy at home can help lower your overall reliance on the power grid and may reduce the impact of unexpected outages.
By planning ahead and knowing what to do, you can minimise disruption and keep your home safe during any future power cuts.
