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09
Jun 2022
Northern Powergrid criticised over 'unacceptable' Storm Arwen failings
Energy regulator Ofgem has today published a damning report into how Northern Powergrid handled Storm Arwen.
The storm battered the Harrogate district and much of the UK in November and caused widespread disruption to homes and businesses. Over one million customers lost power as winds hit 98mph.
The storm struck during bitterly cold weather and left some rural homes in the district, including in Beckwithshaw and parts of Nidderdale, unable to cook or heat their homes.
Northern Powergrid is the company responsible for the electricity distribution network across the North East, Yorkshire and northern Lincolnshire.
Six-month review
Ofgem published its findings after a six-month review into how Northern Powergrid, Scottish and Southern Electricity Networks and Electricity North West responded to the storm.
The review focused on whether the power outages could have been prevented and whether correct and timely information was given to customers.
A fallen tree in Jennyfields during the storm.
It also looked at whether power was restored quickly enough and how customers were supported after the storm including the processing of compensation payments.
It found some households remained off power for an "unacceptable" amount of time, received poor communication from their network operator and compensation payments took too long.
It highlighted Northern Powergrid in particular for not contacting vulnerable customers prior to the storm.
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Below standards
The report warned Northern Powergrid that the performance at its call centre fell below standards, which could be a breach of licence conditions.
It also suggested that some of the electricity poles that fell onto power lines were susceptible to damage because of their age, although it said this needs further investigation.
Jonathan Brearley, chief executive of Ofgem, said:
The three energy firms have already agreed to pay nearly £30m in compensation to affected customers but following the report, they have agreed to pay a further £10.3m.
Read the report in full here.
Northern Powergrid's response
Phil Jones, chief executive of Northern Powergrid, has published a full response to the Ofgem report on its website.
Mr Jones said:
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