Unhappy /very poor service delivery

Pensioner having no electricity since 03/9. Ref no received on friday ***2. As per numerous consultants turnaround time 6hrs. Promises made since date of loggin call. NB pensioner is a widow, arthritic. to date no one has come out to assist. All other houses in area have electricity. each time a call is logged we are told hursthill area in backlog, how does citypower prioritise.