The impact of Storm Éowyn in January 2025 was unprecedented and impacted many households and businesses across Northern Ireland.
We are aware that some customers have questions about what they may or may not be entitled to in terms of compensation, or who they can speak to about other queries or complaints relating to the storm and its impact on their electricity supply.
Please see the following commonly asked questions for further information.
I have submitted a claim for compensation to NIE Networks. NIE Networks have advised that there is an exemption to compensation arrangements in the case of severe weather. Is this correct?
As the Utility Regulator for Northern Ireland, we set Guaranteed Standards of Service (GSS), which are the minimum levels of service customers should expect from NIE Networks in normal weather conditions. In normal weather conditions, if NIE Networks fails to meet the level of service required, for example, reconnecting power to customers within 24 hours of a power cut, it must compensate the customers affected.
Sometimes, due to circumstances outside NIE Networks’ control, it is not possible to carry out work to restore power within the normal timescales. For example, extreme weather conditions may cause significant damage to the electricity network or create access difficulties, meaning that it is not feasible to make repairs within normal timeframes.
The legislation allows NIE Networks to apply an exemption in the event of severe weather if they believe the exemption criteria have been met. NIE Networks have confirmed that they believe the criteria have been met, that they will apply the exemption to claims made in respect of Storm Éowyn and that no compensation payments will be made.
NIE Networks have said they are applying the severe weather exemption to my GSS claim and I’m not entitled to any compensation. Can I appeal this decision?
If you are not happy with the decision in relation to your compensation claim, you can appeal the decision by writing to NIE Networks at the following address:
Storm Éowyn Response Team
NIE Networks
Carn Industrial Estate
Annagh Drive
Craigavon
BT63 5QJ
If, after doing so, you are not satisfied with the outcome of your appeal, you can raise a formal dispute via the Utility Regulator.
Under Article 42(5) of the Electricity Order, the Utility Regulator has the jurisdiction to act as an adjudicator in relation to disputes against NIE Networks on the application of exemptions for payments of compensation under the Guaranteed Standards of Service.
It is important to note that this role, which is set out in legislation, is quasi-judicial in nature and will involve considering evidence and submissions from both parties and a final and binding decision. Therefore, it is important that you are aware at the outset that the Utility Regulator has the power to recover the costs or expenses incurred in determining these disputes from either or both parties. Further information on this is available here on our website.
The dispute process is set out in our policy which is available here.
I had to pay out money for other expenses (e.g. accommodation, food, purchasing a generator, etc) whilst my power was off. Can I be reimbursed for this?
The impact of Storm Éowyn was unprecedented and we acknowledge the difficulties this has caused for the many households and businesses that have been affected across Northern Ireland.
The Utility Regulator has no role in relation to claims for reimbursement. We would recommend you contact your insurance provider who may be able to help you. If necessary to support your insurance claim, NIE Networks will be able to provide you with a letter confirming that your home was without power.
You may also wish to contact another independent advice provider, such as Advice NI or the Consumer Council for Northern Ireland.
I’m not happy with the standard of customer service and care I received from NIE Networks over Storm Éowyn.
If you want to complain about the service you received from NIE Networks, you should contact them directly in the first instance. Information on how to do this is available on their website: Contact us to make a complaint | Northern Ireland Electricity Networks.
If your complaint is not resolved by NIE Networks, or if you are not happy with their response, please contact the Consumer Council for Northern Ireland.
I have other questions about the letter I received from NIE Networks in relation to my claim for compensation.
We would encourage you to visit the guidance published by NIE Networks in the first instance or to contact NIE Networks directly at the below address:
Storm Éowyn Response Team
NIE Networks
Carn Industrial Estate
Annagh Drive
Craigavon
BT63 5QJ