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Power firm studies comments

PUBLISHED: 23:59 02 December 2002 | UPDATED: 13:08 03 March 2010

BOSSES at beleagured electricity distribution company 24seven have received the final replies from customers about its handling of last month's storms.

BOSSES at beleagured electricity distribution company 24seven have received the final replies from customers about its handling of last month's storms.

But the findings of the report are not due to be made public until early in the new year.

And then it is likely that only the summary of the internal report will be published – not the detail.

The company's own internal report was commissioned by managing director Alan Carey after the storms on October 27 which left 300,000 homes without power.

It took a week to restore power to every home affected – and the company came under fire for failing to keep its customers informed about the problems.

24seven was also attacked after it told electricity customers they would only get compensation if they were without power for more than four days – waiving the normal statutory compensation package.

It said it would consider other claims on their merit – but is only believed to have offered compensation to one customer who was without electricity for less than four days.

The level of compensation was also attacked – it offered a flat-rate compensation fee of £100, only a third of what it would have had to pay had the normal compensation rules applied.

Government regulator Ofgem and its watchdog energywatch have urged customers to challenge the company's decision not to pay compensation.

One concession the company has made is to extend the time customers have to lodge a claim – from the normal one month to three.

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