Storm Goretti brought some of the most severe weather we’ve experienced in recent years. We know how hard it has been for many of our customers to be without power – in some cases for several days – and we’re grateful for your patience, understanding and the kindness you showed to our teams across the South West, South Wales and the West Midlands. 

Our Response 

Storm Goretti caused 1,356 incidents across our network, with damage from high winds in the South West (up to 99mph gusts) and heavy snow in the West Midlands. 

246,809 customers were restored across our South West, South Wales and West Midlands regions. 

 How customers contacted us 

1,559,137 website visits 
640,500 customers reached via social media 
81,605 calls received into our contact centres 
97,808 proactive calls made to Priority Services Register customers

Payments and support available 

Guaranteed Standards of Performance (GSOP) 

If we haven’t met Ofgem’s guaranteed service standards during Storm Goretti, you’ll automatically receive a payment in the coming weeks. 
 
There’s no need to apply – we’ll identify eligible customers, and write to you directly if this applies to you. 
 
These payments are fixed amounts set by Ofgem, covering situations such as lengthy outages. 
 
We’ll process all eligible payments in line with Ofgem’s rules. 

Claiming for additional costs 

If you had extra expenses because of the power cut – such as property damage, food loss or hiring equipment – you can submit a claim to us. 
 
Claims are assessed individually and separately from GSOP payments. 
 
Please include details and supporting evidence so we can review your claim promptly. 
 
Full guidance on what you can claim is available here.