£15m ‘fine’ for electricity firm’s failures

THE company that delivers electricity across the Westcountry has been ordered to pay almost £15 million for failing to offer proper support to customers during power cuts.

Western Power Distribution, Britain’s largest electricity distribution business, has agreed to pay £14.9 million for its shortcomings during power cuts to some of its 1.7 million vulnerable customers – including many in the Westcountry – the energy watchdog has announced.

Ofgem said National Grid’s Western Power Distribution (WPD) did not provide adequate information, advice and services to customers registered for priority assistance, particularly during power cuts.

Network firms have a duty to provide extra support to around six million households in the UK who are in vulnerable circumstances and are on the Priority Services Registers (PSR).

This includes giving prompt information and advice during unplanned power cuts to these customers, for whom a loss of electricity supply may be particularly difficult, so they can take steps to keep themselves safe.

Network firms may also need to provide mobile power generators, hot meals and drinks, alternative accommodation and on-site welfare units.

An investigation launched by Ofgem in 2020 found WPD failed to quickly notify and update some of those affected on the register by power cuts about when power would be restored and what assistance was available.

It also left new vulnerable customers waiting up to a year in some cases for information on how to prepare for power cuts after signing up to the network – a problem that spanned five years, according to Ofgem.

Ofgem’s probe also discovered that WPD failed to ensure all staff visiting customer homes – including those in vulnerable circumstances – had sufficient background checks, including criminal record checks.

Cathryn Scott, director of enforcement and emerging issues at Ofgem, said: “WPD did not meet all of its obligations to provide additional support to some of its most vulnerable customers to safeguard their well-being.

“In our view,” she added, “it also took too long to put this right. This is totally unacceptable.”