Update on Disrupted Services

Northern Powergrid Storm Arwen Compensation Update

We understand the strain Storm Arwen has placed on our customers at a difficult time and how important it is that we make compensation payments as swiftly as possible.

The amount of compensation each customer is entitled to is bespoke, depending on how long they were off supply. The information below explains these payments, the process for payment and what customers should do if they have any issues or concerns.

Compensation

For anyone without power for more than 48 hours, the compensation payment will be £70 for the first 48 hours and £70 for every 12 hours beyond that. Although the Guaranteed Standards regulations by which Northern Powergrid is governed currently caps compensation at £700, we are voluntarily topping-up payments to those off supply for the longest, so customers will be compensated as if the cap did not apply.

We are processing the data that will allow us to pay compensation automatically where we already have all the information we need.  We expect that to apply to a significant proportion of our customers affected by the storm. Those customers will not have to contact us. We will calculate the amount of compensation due and proactively send out a cheque.

For customers where we do not hold all the information we need, we will send them a letter inviting them to provide the required details. Customers will be able to do this via our secure website, by calling us or by returning the form we will provide.

We will provide a progress update next week when, if things go to plan, we expect to start making contact with customers through the processes described above. Further, we will let customers and your office know when we have written out to all the affected customers so that they may contact us if they have not heard from us by then.

 

IMPORTANT NOTICE:

 

Please advise constituents that we will not request any customer bank details through any of our contact channels. All payments will be made via cheque to mitigate the risk of fraud or breach of customer data.

 

 

Welfare support payments

We know that your constituents may also have incurred unexpected additional costs due to the power cut, and in addition to the compensation payments, we will provide financial assistance to any domestic customer who was still off supply on 29 November 2021 or later and who needed our help.

We will pay for the reasonable costs of alternative accommodation and food (up to £15 per person per meal). We will also contribute to other reasonably incurred costs; for example, where a customer arranges for their own back-up generator.

Next week, we will be providing more detail and new ways to claim for these welfare support payments, and we will send your office a notice with these details. In the meantime, please advise constituents who get in touch with your team to keep your receipts.

Further information

We will continue to update www.northernpowergrid.com/storm-arwen with new information over the coming days and weeks, and your team can reach us at This email address is being protected from spambots. You need JavaScript enabled to view it., and can reach us directly at 105 to speak to us about individual cases, where appropriate.

Best wishes

Paul Glendinning

Policy and Markets Director

Northern Powergrid

 

 

 

Bilsdale Mast - Update from Arqiva

Dear all,

I wanted to update you on our efforts to restore TV services to residents across the area affected by the fire at Bilsdale Mast and to thank you for your support so far. As you’re aware, our teams are working around the clock to restore services and we’ve already switched on relay sites at Thirsk and Loftus. Work to switch on more relay sites across the area in the coming days and weeks will further help local people.

Meanwhile, we continue to offer help and support for those affected in a variety of ways and we’d really value your further support and input. While we’re working to restore all services, we’re especially keen to help those people who are older or vulnerable and who still don’t have any TV service at all, and particularly with Christmas fast approaching. We’d like to tap into your local knowledge to reach those groups of older and vulnerable people to provide help, where it’s most needed.

In the next two weeks you will see and hear more activity as part of our Project Restore campaign, including radio and press ads, media plans, leaflet drops and market stalls in the area. Our volunteers will be on a Project Restore stall at Ripon (18 November) and Northallerton (24 November) markets. We’re going to be asking people across the community to look out for neighbours, friends and family or anyone else they know who might still be without any TV service and to encourage them to call the dedicated freephone line.

The aim is to encourage more people to ring our helpline for support and advice on 0800 121 4828, and – if needed – to book a visit from an engineer. We also want people to use the Project Restore website (bilsdalemast.co.uk), to get advice on how to retune their TVs and for other updates and information. For many people, the retune will help them restore the services they miss. There has been good take up so far of the voucher scheme to offer TV streaming devices to people living in “not spot” areas via Currys and we want to reach more vulnerable households.

Any help you can provide to make further progress would be valuable, such as by promoting our efforts on your social media channels. Please let me know if we can support you in helping us reach those still affected via your channels and networks, or through your events and I’ll be able to support by providing you with content, such as leaflets or posters.

Thank you again for your support and I’ll continue to keep you updated on progress.

Kind regards

Rosie Mowatt

Head of Communications

Arqiva, Crawley Court, Winchester, Hampshire, SO21 2QA

www.arqiva.com

New Unitary Council for North Yorkshire

Fed up with dog mess? Report your concerns directly to the Civil Enforcement Officer!

Ryedale District Council Civil Enforcement Officers work with local citizens to prevent, identify, investigate and take action concerning a range of environmental and antisocial behaviour crimes including fly tipping, graffiti, noise, littering, dog fouling, stray dogs, and abandoned cars. The uniformed officers work with communities and patrol hotspots across the district with the aim of preventing antisocial behaviour. They investigate reports of incidents, encouraging and promoting behaviour change.

You can contact your local Civil Enforcement Officer by calling 01653 600666 or email This email address is being protected from spambots. You need JavaScript enabled to view it. 

You can report antisocial behaviour to North Yorkshire Police here.