Energy compensation

How to get money back if you’ve had a power cut and compensation for poor energy supplier customer service.

Last updated on 25 June 2026

In this guide…

What you need to know about your energy rights

  • You can claim between £100 and £400 for electricity power cuts of more than 12 hours in normal weather conditions.
  • You can claim between £90 and a cap just over £2,235 for electricity power cuts of more than 24 hours in severe weather conditions.
  • You could claim at least £70 for every 24 hours of unplanned interruptions to your gas supply.
  • You will be eligible for £40 compensation if your supplier fails to meet minimum service levels.
  • Speak to your energy supplier first if you get cut off because of a faulty meter, you’ve run out of prepayment meter credit or you’re struggling to pay your bill.

Your rights to compensation for power cuts

Your network operator (the company that brings energy to your home) is responsible for maintaining your energy supply and fixing power cuts. If your gas or electricity goes off then you may be entitled to compensation.

The amount you will be eligible to receive depends on how long the power cut lasts and if it was the network company’s fault. You could get between £100 and £400 in the event of a power cut in normal weather conditions and between £85 and a cap just over £2,235 in severe weather. 

You won’t be entitled to compensation if the power cut was caused by an emergency that wasn’t the fault of your gas or electricity network operator – for example, a blackout due to a national power shortage.

You will need to speak to your energy supplier (the company that bills you) if you get cut off because of a faulty energy meter or because you’ve run out of prepayment meter credit.

How to report a power cut

If you experience a power cut you weren’t expecting you can report it by calling 105, which will connect you with your local network operator, or by reporting it online via the National Grid website.

Compensation for power cuts in normal weather conditions

Your local network operator has up to 24 hours to fix the problem if your power gets cut off where more than 5,000 homes are affected by the fault.

You can claim compensation if you are cut off for more than 12 hours:

Compensation for power cuts in normal weather conditions (from April 2026):

Your local network operator has different timeframes to restore power depending on how many homes are affected:

  • Fewer than 5,000 homes affected: Must restore within 12 hours
  • More than 5,000 homes affected: Must restore within 24 hours
Time without powerDomestic customersBusiness customers (non-domestic customers)
12-24 hours (if <5,000 homes affected)£100£195
Each additional 12 hours£45£45
Maximum compensation£400£400
24+ hours (if 5,000+ homes affected)£100£195
Each additional 12 hours£45£45
Maximum compensation£400£400

Additional compensation: If you’re cut off more than 4 times in a year (April 1 – March 31) for at least 3 hours each time, you can claim an additional £100.

These amounts are adjusted annually for inflation and were last updated April 1, 2026.

Compensation for power cuts in severe weather conditions

You can claim compensation if you lose your supply in severe weather, this varies according to the severity and the length of time you were without power:

Weather conditionsLength of power cutLevel of compensation
Storm category 1: Very dangerous winds of between 74 and 95 mph24 hours£90 and an extra £45 for every 6 hours afterwards, up to £2,000
Storm category 2: Extremely dangerous winds of between 96 and 110 mph48 hours£90 and an extra £45 for every 6 hours afterwards, up to £2,000

Compensation if your gas supply goes off

You can claim at least £50 if your gas supply goes off without seven days’ notice due to planned work. You can claim at least £70 for every 24 hours of unplanned interruptions to your  gas supply.

How to claim compensation for power cuts

You have up to three months to claim compensation for unplanned power outages and up to a month for planned supply cuts when you were given notice. You make your claim through your gas or electricity network company.

You can find out who your gas or electricity network operator is by using the Energy Networks Association search tool.

Compensation for poor customer service

You could be eligible for automatic compensation payments of £40 if your energy supplier fails to meet Ofgem’s minimum service standards. You should receive compensation if your energy supplier fails to:

  • Switch you to a new supplier within five days of your request
  • Provide you with a final bill within six weeks of a switch
  • Refund credit balances within 10 days of a final bill or from asking for a refund account credits
  • Keep planned appointments

Compensation in these situations should be paid automatically into either your energy account or bank account. You may be eligible for extra compensation payments if the delays continue.

Compensation for smart meter installation delays and faults

If you request a smart meter and your energy supplier delays your appointment or fails to resolve problems properly, you could be entitled to automatic compensation of £40 under Ofgem’s guaranteed standards of performance.

New rules introduced in February 2026 mean suppliers must meet minimum service levels when installing and fixing smart meters. If they don’t, they must pay you compensation automatically.

When you are entitled to £40

You should receive £40 automatically if:

  • Installation delays: You wait more than six weeks for a smart meter appointment after booking one.
  • Failed installation appointments: Your installation fails due to a fault within your supplier’s control – for example, the engineer does not turn up or arrives without the correct equipment.
  • Unresolved smart meter issues: You report a problem with your smart meter and your supplier does not provide a resolution plan within five working days.

The £40 compensation should be paid automatically, either as a credit to your energy account or directly into your bank account. You should not normally need to make a claim. If you do not receive the payment, contact your supplier to make a request for it.

Why this matters

Smart meters should provide accurate bills, access to smart tariffs and real-time information about your energy use. If you choose to have one installed, your supplier must ensure the process is handled properly and that the meter works as expected from day one.

What to do if you don’t receive compensation

If you believe your supplier has failed to meet these standards and you have not received the £40 payment:

  1. Contact your energy supplier and ask for the automatic compensation owed.
  2. If the issue is not resolved within eight weeks, or you are told it cannot be resolved, you can escalate your complaint to the Energy Ombudsman.

What to do if you’re struggling to pay your energy bills

Speak to your energy supplier first if you’re struggling or think you will struggle to pay your energy bill. They must work with you to help agree a payment plan you can afford, according to Ofgem – the energy regulator – rules. 

You can ask your supplier for more time to pay, a review of your payments or for payment breaks. Your supplier might also be able to offer you a scheme or a grant to help with your heating and energy costs. Ofgem provides information on government grants or benefits you may be eligible to receive. You can also talk to an energy adviser by contacting Citizens Advice consumer helpline for extra advice.

Extra support services for vulnerable customers

Priority Services Register: extra support for vulnerable customers

The Priority Services Register (PSR) is a free service that provides additional support if you or someone in your household is in a vulnerable situation.

Who should register:
  • Pensioners (over state pension age)
  • Disabled people or those with long-term health conditions
  • People with hearing or visual impairments
  • People with mental health conditions
  • Families with children under 5
  • Anyone who relies on electricity for medical equipment
  • People recovering from hospital treatment
  • Victims of domestic abuse (confidential registration available)
  • People with dementia or memory issues
  • Those with limited mobility
  • People who don’t speak English as a first language
  • Temporarily vulnerable (e.g., recently bereaved, recovering from surgery)
What support you get:
During power cuts:
  • Automatic compensation payments (you don’t need to claim)
  • Faster payment – within 10 working days of power being restored
  • Priority reconnection
  • Regular updates on restoration progress
  • Welfare support (hot food, drinks, phone charging)
  • Alternative accommodation if needed for extended outages
  • Help moving to a safe location
  • Access to emergency supplies
Everyday support:
  • Bills and communications in large print, Braille, or audio format
  • Password scheme to verify visitors are genuine energy company staff
  • Free meter readings if you struggle to read your own meter
  • Advance notice of planned power cuts
  • Help relocating your meter to a more accessible location
  • Extra help understanding your bills
  • Access to tailored debt support and payment plans
  • Referrals to benefits advice and grants
For people reliant on electricity for medical equipment:
  • Emergency 24/7 helpline
  • Battery backup advice
  • Contingency planning for power cuts
  • Extra notification of planned outages
  • Possible provision of temporary power supply
How to register:
  1. Online: Visit www.thepsr.co.uk and complete the form
  2. Phone: Call your energy supplier or network operator
  3. Through a third party: Charities, social workers, healthcare providers can register on your behalf with your permission
Registration is:
  • Completely free
  • Confidential
  • Shared between your supplier and network operator automatically
  • Reviewed regularly (they’ll check you still need support)
  • Portable (if you switch supplier, your registration moves with you)
Find your network operator:

Use the Energy Networks Association tool: www.energynetworks.org. Enter your postcode to find both your electricity distributor and gas transporter

Important:

You need to register with both your energy supplier AND your network operator to get full support. The PSR website shares your details with both automatically.

Worried about stigma?

There’s no embarrassment in registering. Over 6 million people in the UK are on the PSR. It’s there to help when you need it most.  

Frequently Asked Questions about energy compensation

How much compensation can I get for a power cut?

It depends on how long you were without power and the weather conditions at the time. In normal weather conditions you can claim between £95 and a maximum of £390. In severe weather conditions you can claim between £85 and a cap of just over £2,000. Compensation amounts are adjusted annually for inflation and were last updated in April 2026.

How long does my network operator have to restore my power?

If fewer than 5,000 homes are affected, your local network operator must restore power within 12 hours. If more than 5,000 homes are affected, they have up to 24 hours. You can start to claim compensation once those timeframes have passed.

Can I claim if my power was cut off more than once this year?

Yes. If you are cut off more than four times in a single year, between 1 April and 31 March, for at least three hours each time, you can claim an additional £95 on top of any other compensation you are entitled to.

How long do I have to make a claim?

You have up to three months to claim compensation for unplanned power outages. For planned supply cuts where you were given advance notice, you have up to one month to claim. Claims are made through your gas or electricity network company.

What if my gas goes off?

If your gas supply goes off without seven days’ notice due to planned work, you can claim at least £50. For unplanned interruptions to your gas supply, you can claim at least £70 for every 24 hours you are without gas.

What if I am struggling to pay my energy bills?

Speak to your energy supplier first. Under Ofgem rules, they must work with you to agree a payment plan you can afford. You can ask for more time to pay, a review of your payments or a payment break. Your supplier may also be able to offer a scheme or grant to help with heating and energy costs.

Am I entitled to compensation if my energy supplier gives poor customer service?

Yes. You could be eligible for automatic compensation of £40 if your energy supplier fails to meet Ofgem’s minimum service standards. For example, if they fail to switch you to a new supplier within five days, do not provide a final bill within six weeks of a switch, do not refund credit balances within 10 days, or fail to keep a planned appointment.

How to complain about energy company

Contact your supplier or network operator first with any problem you might have – whether it’s customer service problem or something to do with your bill or meter. Explain the problem and tell them what you would like them to do to fix it.

Your supplier has up to 8 weeks to fix the problem or up to the point you’re told the problem can’t be resolved. At this point you can escalate your complaint to the Energy Ombudsman. The Ombudsman can step in to ask your supplier to fix the problem or pay compensation.

Citizens Advice provides an Extra Help Unit to raise complaints with energy suppliers on behalf of people who may be considered vulnerable or at risk of disconnection.

About Consumer Voice

Consumer Voice helps people get back money they may be owed when companies get it wrong. We explain your rights clearly, so you can understand whether you may be owed compensation, whether you can join a claim, and what steps to take next.