WE’RE STILL WORKING FOR OUR CUSTOMERS

UPDATED: 10am, Sunday 26 January 2025

• Teams across Northern Powergrid have been working around the clock. Great progress has been made in restoring 147,000 customers, with over half of those customers getting their power back on Saturday. 

• We still have some challenging repairs to deal with today to get the remaining 7,000 customers who remain without power back on, and we are updating the live power cut map with our best estimates of when customers’ power can be back on.   

• We will provide another update by 14:00 today.  

• We are aiming to get the power back on for customers impacted by the storm in the North Yorkshire and Teesside areas today. 

• We are expecting further high winds today which will make it challenging for our teams to safely carry out the repairs. We will do our best to keep working where it is safe for our teams.     

• Our contact centre is experiencing high call volumes which means call waiting times are longer than usual. Please use our live power cut map on the Northern Powergrid website for updates on when power is likely to come back on.    

• We are sorry to all those customers who are still without power due to the storm and will not stop working until everyone is back on.  We are offering additional support with reimbursing overnight accommodation for those who have had no power for over 24 hours, and reimbursing costs for essentials such as hot food.     

Our teams will continue to work throughout the weekend to get as many customers’ power back on as quickly as possible. We will keep working until all customers are back on and we have all our resources going to the areas where we know people have been without power for longest, including drafting in support from other parts of the country who were not as highly impacted.  

We know having no power overnight can be really challenging and we will continue to let customers know directly where our welfare teams will be today, offering hot drinks, snacks, charging points, and answering any questions, along with food vans and warm hubs. Customers who have logged their power cut with us online or via 105 will receive information on the locations of welfare.   

Louise Lowes, Director of Customer Services said, “Whilst we’re making good progress in getting power back to the 150,000 customers who were impacted by the storm on Friday, I want to apologise to customers are waking up still without power. We’re doing everything we can to repair the damage and will keep customers updated throughout today when we get more information on our progress.  

“Understandably customers are trying to get in touch with us for more support which means our contact centre is extremely busy and call answer times might take longer whilst we speak to as many customers as possible. If you are calling to find out more about you’re your power will be back on, please use our online power cut map as it holds the same information as our contact centre teams. 

“We are offering welfare support throughout today to help our customers who have been without power and will contact customers who have logged a power cut with locations for these. We will also reimburse costs for essentials and hotel accommodation for those who have been without power for more than 24 hours – all people have to do is send us information and a receipt to the email address below. 

“We have all our available resources working on the worst affected areas and our teams are working non-stop to get customers’ power back on as quickly as possible.  

“Thank you to all our customers for your patience and understanding whilst we continue to do our best to support all those who have been so severely impacted.”  

We want to support our customers as best we can, and therefore we’re offering additional support with overnight accommodation up to £150 per household per night towards hotel rooms for those who have had no power for over 24 hours, and reimbursing costs of up to £30 per day per household for essentials such as hot food.    

For customers who have been without power for 24 hours:  

For any claims, receipts must be provided for hotel accommodation, or reimbursement will not be processed. Please send any receipts and details of your claim to [email protected]. We will be contacting customer directly who may be entitled to compensation under our Guaranteed Standards of Service.