A progress update on storm payments

Following the recent severe weather, we've successfully completed payments for all eligible customers in South Wales, are making strong progress through the West Midlands, and have begun processing claims for the South West region, which was most severely affected.

Current Progress:

We've now processed approximately 20% of the 1,300+ separate incidents, with thousands of customers having already received their payments. Like many customers affected by these storms, you may be wondering about timing for the remaining regions.

Expected Completion Dates:

• West Midlands: On track for completion by 13th February.
• South West: Due to being the most severely affected area, completion expected between 23rd February - 7th March.

Why this takes time

Each incident requires detailed verification to ensure every customer receives the correct payment amount. This industry-standard process includes verifying outage duration, restoration times, and any factors that affected restoration (such as fallen trees or access issues).

Additionally, we often need to request updated payee details from customers before cheques can be issued, which adds necessary time to ensure payments reach the right person.

What this means for you

Our teams are working through every claim as quickly and carefully as possible. The thorough checking process, while taking longer than we'd all prefer, ensures accuracy and fairness for every customer.

Many customers tell us they appreciate knowing their claim is being handled with this level of care and attention to detail.

Next steps

If you're in the West Midlands or South West regions, you can expect contact from us by the dates above. No action is needed from you unless we contact you directly for updated payment details.

Thank you for your continued patience as we complete this important work.