Teams from SSEN Distribution have continued making significant progress, with only 24 properties remaining without supply from the initial storm in Shetland.
SSEN engineers and contract partners have worked tirelessly to restore supplies across the islands. As of 9.30am on Sunday, only 24 properties remain without supply from the initial storm in Vementry, Grobsness, Brechin and Watsness.
94 properties in Freester, Eswick and Vardasta, originally reconnected on Thursday 15 December at 6.35pm, are currently without supply since Saturday evening due to a secondary fault.
A 160-strong team is now focused on reconnecting these properties to the network. These faults are located in areas experiencing the worst of the damage caused by line icing, where snow and ice accumulated on large sections of power line, bringing down overhead lines and breaking wooden electricity poles.
Subject to no unforeseen challenges, we are confident that all properties will have their power restored today and are in contact with customers to keep them updated.
We will continue to make permanent repairs to bring the network to full operation and prevent further power cuts. This may require temporary planned disconnections for short periods. Customers will be notified of these in advance, wherever possible. This is necessary to reconnect customers who are still without power to the main network following offline repairs.
We’re asking customers to let us know if their location is not listed above and they remain without power. Customers can contact us on 105 to report this, as it may be a very localised fault or an issue with their internal electrical supply.
Compensation Arrangements
Once power has been restored to all properties and final assessments carried out, customers will be entitled to compensation under the regulated Guaranteed Standards of Performance. For power interruptions over 48 hours, customers will receive £70, with a further £70 for every subsequent 12-hour period they were off supply. You do not need to contact us to request compensation. This process is automatic and will be processed as quickly as possible in the weeks after the event. You can expect to receive your compensation in January. Direct communication on this process will follow.
This is in addition to reimbursement for costs, detailed in the ‘Additional advice for customers’ section below.
Mark Macdonald, Head of Region at SSEN Distribution, said:
“With additional crews on Shetland to bolster our army of engineers, we continue to make excellent progress ahead of our forecasts, with 24 only properties remaining without supply from the initial storm
“Our teams will continue to work throughout the day to push on with the final restoration effort. Barring no unforeseen challenges, we’re confident we can restore power to all remaining properties this afternoon.
“We understand the challenges communities are facing after days without power and would like to thank Shetland Islands Council, our resilience partners and local communities for their ongoing support in coordinating warm hubs for local residents. We’re proactively calling all customers without power to check on their welfare and would urge anyone who needs support to call us on 105.”
An update on restoration will be provided later today.
Additional advice for customers
Reimbursement
Customers currently without power are reminded that we are offering to reimburse reasonable food costs for a hot meal if customers are unable to access the welfare locations organised in collaboration with Shetland Islands Council, the Local Resilience Partnership and local communities. Customers can claim up to £30 per person for every 24 hours they’re without power (from 3pm on Tuesday 13 December) and are reminded to keep their receipts.
We’re also offering to reimburse reasonable costs for alternative accommodation if customers are unable to make arrangements to travel and stay with a family member or friend.
How to claim reimbursement costs:
To make a reimbursement claim in line with the guidance above, please visit this page. After inserting and confirming your details, choose ‘power cut’ and ‘reimbursement’ on the drop-down menus, attach your receipts and submit. Anyone who may need support to process claims should call our customer contact centre on 105, where our dedicated teams will be happy to raise a claim manually on your behalf.
Safety and how to keep up-to-date
We are urging people not to approach any damaged equipment and instead, to report it by calling 105 or via our Power Track App and engineers will investigate as soon as possible.
Customers are also being encouraged to be prepared for the possibility of continued disruption to supplies by:
- Saving the emergency power cut number – 105 – to your phone to use if your power goes off, or if you see any damage to the electricity network
- Downloading SSEN’s Power Track app to give you details of power cuts and restoration times. You can also report power cuts and network damage through the Power Track app
- Going to SSEN’s website where there is a wealth of advice and information on how to prepare for a possible loss of power
- Following SSEN on Facebook and Twitter for regular updates
Priority Services Register
SSEN’s Priority Services Register (PSR) provides extra help and support during a power cut. Customers are eligible for our free priority services if they:
- Are deaf or hard of hearing
- Have a disability
- Live with children under five
- Are blind or partially sighted
- Have a chronic illness
- Use medical equipment/aids reliant on electricity
- Are over 60
- Temporarily need extra support
To find out more about the PSR, click here or call 0800 294 3259.
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