Western Power Distribution to pay £14.9m following a series of failures

National Grid’s Western Power Distribution (WPD) has agreed to pay £14.9m after it failed to offer adequate support during power cuts to some of its 1.7m vulnerable customers.

Ofgem, the energy watchdog has said WPD did not provide suitable information and services to customers who have registered as Priority Services Registers (PSR).

Cathryn Scott, the director of enforcement and emerging issues from at said: “WPD did not meet all of its obligations to provide additional support to some of its most vulnerable customers to safeguard their well-being. In our view it also took too long to put this right. This is totally unacceptable.”

Around six million households in the UK are registered as vulnerable customers for energy suppliers and therefore need extra support.

Obligations include giving information during unplanned power cuts to customers so they are able to ensure their safety.

Network firms may need to provide mobile power generators, hot meals and drinks and alternative accommodation.

The probe by Ofgem in 2020 found WPD leaving customers waiting up to a year for information on how to prepare for power cuts.

In addition, it also discovered that WPD failed to ensure all staff visiting customer homes had sufficient background checks, including criminal record checks.

Scott added: “Our enforcement against the company sends a strong message that when companies fail to provide the required services to their Priority Services Register customers, Ofgem will take action.”

Ofgem said WPD had since addressed its policies, procedures and processes.

WPD covers the South West, South Wales and the Midlands.