RESIDENTS in the North East have branded Northern Powergrid as “dysfunctional” and “unfit for purpose” after finding themselves thousands of pounds out of pocket following Storm Arwen disruptions and power shortages.

Many communities were impacted by power outages when Storms Arwen and Barra battered the region at the end of November and start of December, which, at its peak, saw 240,000 houses without electricity and heating.

With some residents not having power for up to 13 days, due to widespread disruptions on the network, talk quickly turned to compensation after power was restored to all 240,000 properties.

Read more: Review into Storm Arwen's impact on County Durham launched

During the storms, many families shelled out money for food, accommodation costs and other items, which they expected to be compensated with by Northern Powergrid following the disruption.

However, a month on from the power shortages in the region, and a Christmas without compensation for some – customers are still complaining of a lack of action from Northern Powergrid.

Nigel Day, who lives in Upper Teesdale, lost power at 8.45pm on Friday, November 26 and didn’t have access to heating, appliances or power for the eight days that followed.

The Northern Echo: Nigel Day and other residents in Harwood have been given less than they expected in compensation.Nigel Day and other residents in Harwood have been given less than they expected in compensation.

Like many, Mr Day expected to be given “a sizeable amount” of money from Northern Powergrid for the disruption, but the Harwood resident was “criminally underpaid” and received only £380, despite claiming to be entitled to £980 and having ‘timestamped’ evidence that supports his claims.

He said: “Northern Powergrid have been paying incorrect compensation to many customers in Upper Teesdale (and possibly other areas) based upon defining the start of the power cut as Tuesday, November 30 and paying according to the ‘normal weather’ Ofgem criteria.

“Compensation cheques for the underpayment have been sent out “as a result of Storm Arwen” and many customers will accept these without question or having the evidence to challenge this.”

The Northern Echo: In total, Mr Day was without power for eight days and 14 hours. Photo: SARAH CALDECOTT.In total, Mr Day was without power for eight days and 14 hours. Photo: SARAH CALDECOTT.

Despite Mr Day having access to an analogue phone to make calls to Northern Powergrid and was given a temporary generator on December 5, he was forced to spend a collective 18 hours on the phone to the utility provider during the power outage.

The Upper Teesdale man has now called on the CEO of Northern Powergrid, Phil Jones, to undertake an investigation into the compensation payments and put a plan in place for future emergency situations.

It’s not just Mr Day who has been given a lack of compensation following Storm Arwen.

Read more: This is how much compensation the North East has had after Storm Arwen

Twenty other residents in Harwood were given cheques for between £380 and £415 on December 20, despite being entitled to £980, as well as others across Upper Teesdale finding the same situation facing them.

After finding out that many had been left “underfunded” in the aftermath of the power shortages, Bob Tuck, from Newbiggin, set out to get justice for those that had been left ‘short-changed’.

After running a poll on social media, Mr Tuck found that 95 residents had received incorrect payments, while only 12 people had been handed the correct amount.

The Northern Echo: Storm Arwen caused power shortages, as well as felled trees, damaged properties and grounded electric pylons.Storm Arwen caused power shortages, as well as felled trees, damaged properties and grounded electric pylons.

However, he has now urged others impacted by the compensation “saga” to collectively contact Northern Powergrid and “take action” – something that Mr Day has also called on.

He added: “I am at a complete loss to understand the systemic dysfunctionality which exists within Northern Powergrid. 

“As the compensation cheques were hastily sent out before Christmas, I am convinced there will be some residents who will willingly accept them without question and will – in effect – be under-compensated for the true extent of the power outage.”

Read more: Disabled County Durham man 'short-changed' by Powergrid after Storm Arwen

In response to the findings from residents, Northern Powergrid have confirmed that they are still handling compensation cheques to a total of 30,000 people but can’t comment on individual cases.

A spokesperson for the company said: “Storm Arwen caused power cuts that affected well over 200,000 customers. Most of those customers were reconnected on the first day of the event and around 85 per cent had their power restored within 48 hours.

"In storms of this magnitude, any customer who experiences a power cut that lasts longer than 48 hours is entitled to compensation. In this case, our information shows that this applies to around 30,000 customers.  

The Northern Echo: Northern Powergrid have said that 30,000 customers out of the affected 240,000 are entitled to compensation.Northern Powergrid have said that 30,000 customers out of the affected 240,000 are entitled to compensation.

“For a typical customer, if you were without power for more than 48 hours, the compensation payment will be £70 after the first 48 hours and £70 for every 12 hours beyond that. 

"As we are voluntarily topping-up payments to those off supply for the longest, if you were without power for several days you will be compensated as if the cap did not apply.

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