Customer Experiences of Storm Arwen

This report outlines an Ofgem qualitative research project seeking to understand the experiences of customers who were affected by an extended power outage as a result of Storm Arwen.

The research explored the impacts of the power outage as well as customers’ experiences of communication and support received from Distribution Network Operators (DNOs) during the incident. The findings from this research informed Ofgem’s wider review into how DNOs responded to Storm Arwen (see related links).