Value of Lost Load to Customers

Customer engagement research across the full range of DNO customers:

Domestic customers (Qual ECP and Quant): General, worst served customers, Vulnerable customers, fuel poverty, adopters of LCT, heavy users (targeted by tariff type)

SMEs: (Qual ECP and Quant) * Targeted at industries with heavy reliance on electricity

Stakeholder engagement (Qual depths): Ofgem, DECC, Citizens Advice Bureau, Local government (resilience forums), charities (such as British Red Cross), police, fire brigade, Housing associations, Emergency services, hospitals, care homes, airports and other transport hubs

* Large I&C customers are not a primary focus of this survey as they are likely to have provisions in place for dealing with lost load (such as generators)

Benefits

The project success criteria are:

An understanding of customer impact, how value is defined and how this might be influenced (eg better communications)
A credible segmentation and future VoLL model by key customer groups (curves) to guide investment decisions
A demonstration of how these values would help ENW to better plan their network investment strategy.
Guidance on customer compensation strategies

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Project summary

Benefits

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