SSEN contacts over 130,000 Priority Services Register customers during Storm Otto

Scottish and Southern Electricity Networks (SSEN) said that as of 4.30pm on 7 February 2023 it had restored electricity supplies to over 27,000 properties, with around 16,000 properties still off supply following Storm Otto¹. The company said it had proactively contacted over 130,000 customers on its Priority Services Register (PSR) and was calling those in the highest categories of vulnerability to check on their welfare and provide additional support¹.

The areas still affected were mainly concentrated in Aberdeenshire, including parts of Hatton, Huntly, Insch, Maud, Mintlaw, Banchory and surrounding areas, rural Moray and pockets of customers across the Highlands¹. SSEN said around 600 field and support staff were working to restore power, and that full restoration would extend into the weekend, with some customers in rural areas off supply for more than 48 hours because of widespread damage and difficulty reaching faults caused by fallen trees and road closures¹.

Mobile food vans were being deployed to the main areas still off supply, coordinated with local resilience partners, with provisions being established at Cruden Bay, Huntly, Aberchirder, Hatton, Daviot Village, Craigievar School, Insch, Mintlaw and Maud, expected to serve food from around 5pm¹. SSEN said that, in line with its established welfare policy, any customer off supply for longer than 12 hours is entitled to claim up to £30 for food per day, and asked customers to keep copies of receipts for any claims¹.

SSEN lists eligibility for its free priority services as: being deaf or hard of hearing; having a disability; living with children under five; being blind or partially sighted; having a chronic illness; using medical equipment or aids reliant on electricity; being over 60; or temporarily needing extra support¹. The company said customers can find out more about the PSR by calling 0800 294 3259¹. The Priority Services Register guide sets out who can join and what it provides, and the utility duties guide explains what energy and water companies must do for registered customers.

Why it matters for households

The disruption was concentrated in parts of Aberdeenshire, rural Moray and the Highlands, and SSEN said some rural customers would be off supply for more than 48 hours, so affected households faced a second night without power¹. Registered PSR customers were being contacted directly, with calls to those in the highest vulnerability categories, and food vans were being sent to nine named locations from around 5pm¹. Households off supply for more than 12 hours could claim up to £30 per day for food under SSEN's welfare policy, with receipts required¹. SSEN urged people not to approach damaged equipment and to report it by calling 105 or via its Power Track app, and encouraged customers to save the 105 number, use Power Track for restoration times and follow its social media updates¹. The extra help hub covers support for older, disabled and medically dependent households, and the power cuts hub covers what happens during a supply loss.

What happens next

SSEN said its teams expected to make significant progress restoring power through the rest of 7 February and into the evening, with full restoration extending into the weekend¹. The company said its next update would be provided at 10pm that evening¹.