CL&P To Answer Questions About Its Communications During Irene

On Tuesday afternoon, Ledyard Mayor Fred B. Allyn Jr. was completing a survey for the Connecticut Council of Municipalities on the response of CL&P during and after Tropical Storm Irene.

Allyn commended the work of utility crews. "The crews were fantastic. They really worked hard. The problem was not with the workers in the trenches," he said.

But there was a problem, particularly with the way information was dispensed. In Hartford, lawmakers are clamoring for a post-mortem of how Connecticut Light & Power handled its communications during and after the storm.

“It’s time to do the autopsy,” state Rep. John Shaban, a Republican representing Easton, Redding and Weston in the 135th House District, said. “I think there was a lot of miscommunication.”

It is likely public hearings will be conducted into what happened after the storm, not just with getting power restored, but also CL&P's communication strategy.

Lawmakers won’t get any argument from the power company. Indeed, CL&P President and CEO Jeff Butler has said he welcomes an investigation.

“We understand that, especially in today's world, being without power is frustrating, and our local officials and customers not having timely access to the information increases that frustration,” Butler said in a statement.

Mitch Gross, a spokesman for CL&P, said that well before the storm hit, customers were told that power could be out for a week or more in some areas. However, he said: Tthe utility looks forward to actively participating in the upcoming hearing. We will have a constructive discussion with all parties. Everybody wants the same thing.”

Democratic state Sen. Andrew Maynard, who represents several towns in the 18th Senate District including Stonington and Groton, and state Rep. Diana Urban, who represents North Stonington in the 43rd House District said they welcome an inquiry into CL&P.

State Rep. Gail Lavielle, a Republican representing Norwalk and Wilton in the 143rd Senate District, and state Sen. Toni Boucher — a Republican representing Bethel, New Canaan, Redding, Ridgefield, Weston, Westport and Wilton in the 26th Senate District, also want a hearing.

Even before power was restored the two co-signed a letter to Butler. Communication was one of many topics addressed.

“Communication with CL&P customers has been irregular, inconsistent, inaccurate, and in many cases nonexistent, making the situation far more distressing for residents than it would otherwise have been,” according to the letter.

“The overall lack of information on work plans and status reports has made people feel very anxious and – in the case of many older, ill, or disabled individuals – desperate. It is unacceptable that people already experiencing physical distress should be left in a communication vacuum.

"If they knew less populated towns were to be last (to have power) then say so at the forefront. Then people are equipped with knowledge and can plan. It’s the uncertainty that’s difficult."

How it went in Ledyard

Mayor Allyn said he understands the corporate philosophy of sending resources first to areas where the largest number of people were affected. His frustration was that the town needed one person from CL&P who could move about with town crews and certify that lines were dead.

"Clean-up is critical," he said. "You need to be able to clear the roads and have access in the case of an emergency."

But without a person from the power company to certify that a downed line is dead, town workers were unable to touch certain trees and branches that blocked roads after the storm.

"That should have been something that happened first thing Monday morning. It should have been first thing Monday morning in every community," Allyn said.

Instead, CL&P midweek assigned a company liasion, Veronica Gomes, whose regular job is public relations for non-profit groups.

"Veronica worked very hard while she was here," Allyn said. "But if you don't have the tools, you will be thrashing around in the dark – literally."

In Wilton, Tim and Grace Donovan didn’t get power until eight days after the storm. Their story illustrates the frustration people had with CL&P regarding not so much power restoration as the power to communicate.

In one message to CL&P, Tim Donovan explained how his whole street, Signal Hill, had power except for his house.

“They TOOK DOWN the TRANSFORMER about 4 days ago when they fixed the pole wires and HAVE NOT REPLACED IT. Feel like we have been forgotten because the rest of the houses on street have power. Have called and the reps have no information other than what I've been telling them. Please respond!!!,” Donovan posted on Facebook page.

In CL&P's response, they told Donovan he was right to report his situation to customer service and that he should check the connection to his meter.

“If you have already checked this, then be assured we are aware of your situation and will respond as soon as we can,” according to CL&P's posted response.