WPD is to pay redress of £14.9 million after failing to provide information, advice and services to customers on its Priority Services Register. It failed to meet its obligations to provide information to some of its most vulnerable customers and will pay £3.7 for each of its four licence areas, said regulator Ofgem.
Network companies are required to provide additional services to around six million households in vulnerable circumstances who are on their Priority Services Registers (PSR). These include providing prompt information and advice during unplanned power cuts. The customers may also require mobile power generators, hot meals and drinks, alternative accommodation and on-site welfare units.
Ofgem launched an investigation into WPD’s compliance with its PSR obligations in 2020. It found that WPD, failed to promptly notify and update some of which its 1.7 million PSR customers about power cuts, when power would be restored and what assistance was available.
Over five years WPD also did not promptly provide specific information on how to prepare for power cuts for the majority of its new PSR Customers, with some waiting up to a year after sign up for the information to be provided.
Ofgem’s investigation also found that WPD failed to ensure all staff visiting the homes of customers, including those in vulnerable circumstances, had sufficient background checks, in particular DBS checks.
Following the investigation and lengthy engagement with Ofgem, WPD has acted to address all areas of concern, changing its policies, procedures and processes.