Ofgem has opened an investigation whether distribution network operator (DNO) WPD has failed to meet licence obligations regarding customers on the Priority Services Register (PSR), including a duty to establish and maintain a PSR, a duty to give information and advice to PSR customers and a requirement to publicise PSR services and procedures.

WPD is one of the UK’s largest DNOs, operating networks in the East and West Midlands, South Wales and the South West.

Ofgem is consider whether WPD has breached a licence condition (SLC10) which requires distribution networks to maintain and update a register of priority customers, which includes those who are vulnerable in some way or who may have extra needs, for example because of age, or because they have small children.  

DNOs are required to give such customers information about what to do in the event of a power outage, to plan services in advance if an outage is expected and to provide fast help and support during an unexpected outage. The DNOs are required to let people know the Register exists and add people at their own request of that of their supplier. 

Follow the investigation here