Customer experiences of power loss from Storm Arwen

Monique Rotik recently supported Ofgem on a 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 report has now been published and its findings informed Ofgem’s wider review into how DNOs responded to Storm Arwen.