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Thousands of customers received “poor service” as a result of Storm Arwen, according to the UK energy authority.

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The hurricane rocked the country in November, knocking out electricity to almost one million homes and forcing 4,000 people to live in “appalling conditions” for more than a week.

Ofgem conducted a six-month investigation of the industry’s response and has now released its findings.

It found that some consumers were left without power for “an unreasonable period of time,” that their network operator provided insufficient communication, and that compensation payments took too long.

“28 percent of customers were offered a restoration time that was not within 24 hours of their real restoration time,” the watchdog stated, “and some affected customers did not believe the support available to them was made apparent to them.”

Ofgem conducted a six-month investigation of the industry’s response and has now released its findings.

It found that some consumers were left without power for “an unreasonable period of time,” that their network operator provided insufficient communication, and that compensation payments took too long.

“28 percent of customers were offered a restoration time that was not within 24 hours of their real restoration time,” the watchdog stated, “and some affected customers did not believe the support available to them was made apparent to them.”

However, it was discovered that while distribution network firms (DNOs) started their emergency plans before the storm, they were “inadequate” to deal with the magnitude of the damage.

Ofgem found Northern Powergrid failed to carry out all of its tasks under its own planned winter preparedness campaign, hence it was identified as one of those firms.

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