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Severe Weather Claim form

If you have any queries relating to any direct financial losses arising from a Storm please complete the below form.

Disclaimer

Please note, in respect of claims for financial loss arising from Storms, we advise that by completing this form, it does not automatically entitle you to recovery of those losses. We confirm that NGED reserves its right to conduct appropriate liability investigation and verification on an individual basis. We will aim to do so within 42 days, however this timescale may be impacted due to the number of queries NGED is responding to.

Unless notified otherwise, we will correspond with you by email or letter to allow our Contact Centre lines to remain open for customers reporting outages.

Fridge Freezer note

Thank you for getting in touch with us. We understand how frustrating power loss can be, especially when it leads to food spoilage.

While we always aim to support our customers wherever possible, we’re unable to offer compensation for fridge and freezer losses.

Power outages are typically caused by sudden, unexpected faults within our underground network – events that are outside of our control and managed in line with strict safety and operational standards. 

We take the reliability of our service very seriously but we’re unable to guarantee a continuous supply of electricity, as our network is exposed to many external factors that can lead to unforeseen disruptions.

We appreciate that this may not be the outcome you were hoping for.

Although we’re not able to provide compensation, you may wish to contact your home or business insurer, who might be able to assist with any losses incurred.

We’re grateful you took the time to raise this with us, and we hope this explanation helps clarify our position. 

If you have any further questions or would like to talk through the details, please don’t hesitate to reach out – we’re here to help.

Download a copy of this message as a PDF.

Business Loss note

Thank you for getting in touch. We know how disruptive power outages can be – especially when they affect your business. 

We're committed to supporting our customers wherever we can, but unfortunately, we’re not able to offer compensation for business or financial losses.

Most outages are caused by sudden faults in our underground network. These are unexpected events, outside of our control, and we manage them in line with strict safety and operational standards.

While we work hard to keep the power flowing, we can’t guarantee an uninterrupted supply due to external factors that can lead to unforeseen disruptions.

We understand this might not be the outcome you were hoping for. If you’ve experienced financial loss, we’d recommend speaking to your business insurer, who may be able to help.

Thanks again for reaching out. If you’d like to talk this through or have any other questions, we’re here to help.

Download a copy of this message as a PDF.

Length of Time Off Supply

Thank you for getting in touch.

If your power was off for more than 48 continuous hours, you may be entitled to a payment under our Standards of Performance. 

You don’t need to do anything – we already have the details and will be in touch with any updates.

While we can’t guarantee an uninterrupted electricity supply, we’re committed to getting the power back on as quickly and safely as possible.

The Standards of Performance set out the timeframes for restoration and when payments apply. 

You can find full details here:

https://www.nationalgrid.co.uk/customers-and-community/standards-of-performance

Thank you again for reaching out – we really appreciate your patience and understanding.

Download a copy of this message as a PDF.

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Is the Correspondence Address the same as the above address? (required)

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MPAN is on your electricity or dual fuel bill, usually in a box marked 'Supply Number'. It's 21 digits long and begins with 'S'. You'll only need the last 12 or 13 digits.

Are you registered on the Priority Services Register?

If you'd like to register please visit our registration page here.

Is your query related to the recent storm?
Is your query related to Freezer food/hot food provisions/financial loss as a result of this storm?
Is your query related to a complaint relating to network performance as a result of this storm?

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You may submit up to 5 document(s).

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In the event a payment is made, please provide the following information. Please note due to GDPR, we do not ask for bank details and provide payment by way of cheque.

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Thank you for contacting us regarding your claim following Storm Goretti.

We acknowledge the significant impact this outage has had on you and sincerely apologise for the inconvenience caused. We understand how difficult it is to be without power, particularly during severe weather.

Storm Goretti brought some of the most severe weather our network has faced in recent years. From Thursday 8 January, the storm delivered extremely high winds exceeding 90mph, heavy snowfall, and intense rainfall. Parts of Cornwall were under red weather warnings, indicating danger to life. This unprecedented event affected tens of thousands of customers across our network.

Our teams worked continuously in dangerous conditions to restore power as quickly as possible. Despite additional resources and round-the-clock efforts, we were unable to restore power to all customers as quickly as normal circumstances would allow.

Guaranteed Standards of Performance

You may be entitled to a payment under the Guaranteed Standards of Performance – an Ofgem scheme that outlines performance standards for distribution network operators. We are currently categorising the storm for your area to determine appropriate payment levels.

Payment Eligibility :

If you were without power for more than:

  • 24 hours (Category 1), or
  • 48 hours (Category 2)

from when we became aware of the fault, you will be eligible for payment, you can find out more here.

You don't need to take further action. We will automatically review your circumstances and process payments if eligible, contacting you with details.

We aim to process payments within 10 working days. Due to exceptional claim volumes following Storm Goretti, some may take longer. Please allow 28 days before enquiring about payment status.

Payments are issued by cheque to your registered address using details from your electricity supplier.

What We Cannot Cover

  • Food spoilage
  • Additional meal costs
  • Business losses
  • Equipment damage
  • Accommodation costs

Please contact your insurance provider for these claims.

We appreciate your patience as we process this high volume of claims. Thank you for your understanding during these challenging conditions. 

Emergency information 24/7
For power cuts and emergencies call 0800 6783 105 or 105
For general enquiries call 0800 096 3080 Mon - Fri, 8am - 5pm