Twigworth Green Power Outage – 14 August

We have received some feedback from ESP following the recent power outage which we are happy to share with everyone… it is a little lengthy like the power outage.

ESP response…

Complaint Reference: ESP-122174-L9B4J

We are writing to you today in response to the inquiry you raised with us on the 14th of August 2025 with regards to the power interruption you experienced at your property on August 14th, 2025.

Firstly, we would like to thank you for your patience whilst we conducted a review of your concerns.

We have now completed our review and have detailed the outcome below.

During our review of the outage you experienced, we have established that the power interruption in the GL2 and GL3 area was caused due to a high voltage fault within National Grid’s network (your Distribution Network Operator) and lasted a total of 11:03 from the time of first notification to the complete restoration of power.

ESP do acknowledge the inconvenience this caused many of the residents in this area and we appreciate your patience while we worked hard to restore power to the network.

During power outages, ESP is committed to ensuring the safe, prompt and effective restoration of power and this can in some circumstances take time to complete.

The time it takes to restore power can depend on many factors such as the size of the network and the attendance of the Distribution Network Operator to determine whether the fault is on their network.

We acknowledge that on this occasion, the power outage lasted longer than we would have hoped despite our best efforts.

In conclusion, whilst we understand that the outage you experienced of August 14th, 2025, ESP are confident that we have met our regulatory obligations under Ofgem’s Guaranteed Standards of Service with regards to the restoration of power in a safe and efficient manner.

We understand that this is not the outcome you were hoping for, however we do appreciate your feedback, and we are always working hard to ensure we are operating in a fair and compliant way.

If we can assist you further in the future, please do not hesitate to contact us.