Guidance on rights and compensation for domestic energy disruptions in the United Kingdom.

This page provides formal guidance for domestic energy consumers in the United Kingdom on compensation entitlements related to power cuts, delayed reconnections, missed appointments, and other energy supply service failures. The information outlined here is governed by Ofgem regulations and applies to households receiving electricity and gas from licensed suppliers and distribution network operators (DNOs).

Compensation is typically automatic, but in certain cases, customers may need to make a claim. All compensation amounts are set by regulatory standards and are updated annually in line with inflation.

Types of Compensation and When They Apply

The right to compensation depends on the type of issue experienced and whether it was caused by your energy supplier or your network operator. Below are the principal categories and associated compensation rules.

Power Cuts (Electricity Outages)

Standard Unplanned Outages

  • If the electricity supply is lost due to a fault on the network and not restored within 12 hours, customers may be entitled to:

  • £80 compensation (domestic customers)
  • Additional £40 for every extra 12 hours without power, up to a maximum of £300

Severe Weather Events (Storms or Snow)

  • For widespread disruptions caused by storms or extreme weather:

  • Compensation applies after 24 hours (Category 1) or 48 hours (Category 2), depending on severity

Amounts:

  • £80 minimum, plus £40 per 6-hour interval without power
  • Capped at £2,000 per household

Automatic Payment: Yes – DNOs are required to issue payment within 10 working days.

Missed Appointments (Supplier or Network Operator)

If a supplier or network operator fails to attend a pre-agreed appointment, or does not provide at least one working day’s notice to cancel:

  • Customers are entitled to £30 compensation per missed appointment

Automatic Payment: Yes – within 10 working days.

Delayed New Connections (Electricity or Gas Supply)

Standard Domestic Connection

  • If a DNO fails to connect your electricity within the timeframe agreed (typically 30 working days):

    • £30 per working day of delay

    • Maximum of £300

Multiple Occupancy Buildings or Complex Sites

  • May involve different timeframes or higher maximum payments, depending on connection complexity

Automatic Payment: No – customers must claim within 3 months of the missed deadline.

Planned Interruptions (Scheduled Works)

If your energy distributor carries out planned maintenance, they must give at least 2 working days’ notice.

  • Failure to provide this notice results in:

    • £60 compensation for domestic customers

Automatic Payment: Yes – paid by DNO within 10 working days.

Gas Supply Disruptions

For unplanned gas outages not resolved within 24 hours:

  • £60 compensation for the first 24 hours
  • £60 for every additional 24-hour period without supply
  • Administered by the Gas Transporter, not your energy supplier

Automatic Payment: Yes – where applicable.

How Compensation Is Paid

  • Payments are made directly to your energy account (as a credit) or by cheque, depending on your supplier’s method
  • Most payments are processed automatically, but customers should retain records and report issues if no payment is received within the stated timeframe

Disputes and Unreceived Payments

If you believe you are owed compensation but have not received it:

  1. Contact your energy supplier or network operator

    • Provide your account number, address, and relevant dates

  2. Request an explanation or formal decision within 8 weeks

  3. If unresolved, escalate the complaint to the:

Documentation such as outage notifications, appointment confirmations, or account statements may support your claim.

Regulatory Oversight

The following regulations govern compensation in the domestic energy market:

  • Electricity (Standards of Performance) Regulations 2015
  • Gas (Standards of Performance) Regulations 2005
  • Administered by Ofgem, the UK’s energy regulator

These rules are legally binding and apply to all licensed energy companies and network operators across Great Britain.

To ensure fair compensation for energy service failures:

  1. Track service issues such as outages, missed appointments, or connection delays as they occur.
  2. Retain written communication (emails, letters, appointment bookings) for reference.
  3. Contact your supplier or network operator promptly to request confirmation of payment status.
  4. Submit a claim within 3 months where automatic payment does not apply.
  5. Escalate to the Energy Ombudsman if your complaint is unresolved after 8 weeks or a deadlock letter is issued.

All compensation rights apply under national standards and do not require legal representation to enforce.