Updated 11am, 2January
We'd like to thank everyone for their continued patience as we work through repairs as quickly as we can.
Our Customer Service teams and contractors will continue to be on-site throughout the festive period.
- If you need support you can contact our Customer Contacts Team on 0330 1010 109, between 8.30am and 4.45pm or our Faults and Emergency line on 0800 092 9290, which is open 24 hours.
Our ongoing actions
Good progress has been made on boiler repairs. Parts have been ordered where a temporary repair has been made and we'll continue to focus on this until all issues have been fully resolved. Our contractor, Haste, will also continue to work on our behalf to complete all repair or replacement work as soon as possible. They will carry out a full assessment on any damaged items that have been highlighted.
We know that damage to appliances that aren't in everyday use might become apparent in the coming days/weeks. We'll continue to work to resolve any issues you may still be experiencing and will do this as quickly as possible. If there are any issues not currently being addressed, then please get in touch on the telephone numbers noted above.
- A letter which covers an update on all our ongoing actions, arrangements and important information is currently being distributed to impacted customers - you can also find a copy of this here.
Important: If we haven't been able to contact you or visit your home, please get in touch with us as soon as possible so that we can get more information around potential damage and complete further safety checks on equipment. You can get in touch with us on the details above.
Updated 3pm, 31 December
We'd like to thank everyone for their continued patience as we work through repairs as quickly as we can.
Although you might have noticed that our incident centre and food van have now left Murray Square, we want to reassure you that our Customer Service teams and contractors will continue to be on-site throughout the festive period.
- If you need support you can always contact our Customer Contacts Team on 0330 1010 109, between 8.30am and 4.45pm or our Faults and Emergency line on 0800 092 9290, which is open 24 hours.
Our ongoing actions
Good progress has been made on boiler repairs. Parts have been ordered where a temporary repair has been made and we'll continue to focus on this until all issues have been fully resolved. Our contractor, Haste, will also continue to work on our behalf to complete all repair or replacement work as soon as possible. They will carry out a full assessment on any damaged items that have been highlighted.
We know that damage to appliances that aren't in everyday use might become apparent in the coming days/weeks. We'll continue to work to resolve any issues you may still be experiencing and will do this as quickly as possible. If there are any issues not currently being addressed, then please get in touch on the telephone numbers noted above.
- A letter which covers an update on all our ongoing actions, arrangements and important information is currently being distributed to impacted customers - you can also find a copy of this here.
Important: If we haven't been able to contact you or visit your home, please get in touch with us as soon as possible so that we can get more information around potential damage and complete further safety checks on equipment. You can get in touch with us on the details above.
Updated 5pm, 29 December
We're doing everything possible to resolve all outstanding matters on an urgent basis. Our priority has remained on restoring heating and hot water for those affected by the outage on 24 December.
As we progress our safety checks and repairs - our hot food station will leave Murray Square this evening at 8.30pm with the information point also closing this evening. Our Customer Service teams will remain on site throughout this week to offer support to anyone affected and will be contacting customers throughout the week.
- If you need support you can always contact our Customer Contacts Team on 0330 1010 109, between 8.30am and 4.45pm or our Faults and Emergency line on 0800 092 9290, which is open 24 hours
Our ongoing actions
Our teams are working hard to make sure everyone affected by this incident receive comprehensive safety checks and where needed repairs are carried out.
To do this we will still need access to customers' properties to obtain information around potential damage or to complete further checks on equipment. If you've received contact from us to arrange access - it's important to arrange this as quickly as you can. You can get in touch with us on the details above.
Both our teams, and our contractors, are contacting customers directly to identify and manage the process for repairs and replacement of all other goods that might have been affected.
If you need any support or alternative accommodation arrangements - please get in touch with us. We're working with local partners and hotels to make sure this is arranged for anyone who still needs it.
Thank you for your patience and support as we do all we can to resolve the situation.
Updated 3pm, 27 December
Our teams continue to be on hand at the site visiting properties to support customers and assess any damaged appliances so they can be replaced or repaired.
The priority has been on restoring power as quickly and as safely as possible and repairing heating and hot water to those affected.
Our information point with free hot food and drinks is still on hand at Murray Square today alongside representatives from our customer liaison teams who can support you and provide any information you need.
Our Frequently Asked Questions are being shared with impacted customers looking for advice or help. For further support, please contact our Customer Contacts Team on 0330 1010 109, between 8.30am and 4.45pm or our Faults and Emergency line on 0800 092 9290, which is open 24 hours.
We would like to thank all those affected by the power cut for their continued patience.
Updated 12pm, 26 December
Our teams have been on site since early this morning. The priority has been on restoring power as quickly and as safely as possible and repairing heating and hot water to those affected.
Our focus now is visiting properties to assess any damaged appliances and replace or repair them.
Our Information point with mobile phone charge points, free hot food and drinks is at Murray Square.
Please call us on 0800 092 9290 if you need further help.
We would like to thank all those affected by the power cut for their continued patience.
Updated 5pm, 25 December:
We're continuing to work on getting repairs completed as quickly as possible.
Our Information point with mobile phone charge points, free hot food and drinks will remain in Murray Square, Tillicoultry until 9pm tonight and will be back on site tomorrow morning for 8am to serve breakfast.
Please call us on 08000929290 if you need further help.
Updated 11am, 25 December:
Our teams have worked through the night and have reconnected all the homes affected by yesterday’s fault in Tillicoultry. This morning our teams are continuing to work in the village with Clackmannanshire Council to resolve outstanding issues caused by the fault.
We would like to thank our customers for their patience and offer our sincere apologies to all those affected by the power cut.
24/12/2020
Earlier today a fault occurred in Tillicoultry, resulting in the loss of power to around 230 homes. We have more than 40 of our own engineers working on site along with additional engineering contractors supporting us to restore power.
Due to the nature of the fault, our engineers need to safely access and assess all properties affected to determine if any damage has occurred before reenergising the power line.
We are liaising with local resilience groups to ensure vulnerable customers have everything they need at this time. A mobile catering facility has been provided, serving hot food and drinks for customers affected.
We’re incredibly sorry to all the households affected, we know families are at home just now, preparing for Christmas Day and will be anxious to have their power restored. We are doing everything we can to make this happen as fast and as safely as we are able. We’re keeping the local community up-to-date as the situation progresses.