Standards of Service

Below are the standards by which our performance is measured and we endeavour to deliver, as part of a high quality service for all our customers.

As we are an energy supplier and not the distributor, our guaranteed standards are separate from the overall standards upheld by our distributors. Here, you will also find information about the standards your local electricity and gas distributors must meet.

Our guaranteed standards

Meter problems

If there is a fault1 with your pre-pay meter that cannot be resolved over the phone, we will fix it within 32 hours on working days (8am to 8pm), and 4 hours on Saturdays and Bank Holidays (9am to 5 pm). If we don’t, we will pay you £30.

If there is a fault with your credit meter, we will arrange an appointment to visit your property within 5 days of receiving notification of the fault. Thereupon we will perform an initial assessment, undertake any appropriate actions, and offer to confirm in writing the cause and actions taken. If we don’t, we will pay you £30.

Reconnections

If we have disconnected you due to non-payment, and you have paid the debt, or agreed a debt repayment plan with us, we will be re-connect you within 24 hours of that payment or agreement. If we fail to get you re-connected within 24 hours, we will pay you £30.

Home visits

If an engineer needs to visit your home for any reason, other than those given above, we will arrange a visit within 5 days of being notified of the need, for a time and date that suits you, which will be a soon a practicably possibly. If we fail to attend that appointment within the agreed time period, we will pay you £30.

Paying you

If we fail to meet any of the standards above, we will pay you the required amount within 10 working days of the failure. If we fail to pay you within the 10 working days, we will pay you a further one-off payment of an additional £30. You can see our latest performance results, here.

Overall standards — Distributors

The following standards apply to the electricity distributor or gas transporter. They will let us know who is due compensation and the amount, and ask us to pass on a Guaranteed Standards of Service payment to you within ten working days. If we fail to do so, we will pay you an additional £30. If you have any questions about the compensation, please speak directly to your electricity distributor or gas transporter.

Electricity

Problem Explanation Conditions Payment Due Maximum Payment

Severe Weather

Supply interrupted due to severe weather — category 1 Category 1 is a failure due to storm causing between eight and 13 times the daily average number of faults in a 24 hour period. Greater than 24 hours £70 £700
Every 12 hours beyond the first 24 hours £70
Supply interrupted due to severe weather — category 2 Category 2 is a failure due to storm causing more than 13 times the daily average number of faults in a 24 hour period. Greater than 48 hours £70 £700
Every 12 hours beyond the first 48 hours £70
Supply interrupted due to severe weather — category 3 The length of time without supply before a payment may be due depends on the scale of the impact of the weather (this is determined by the number of customers interrupted relative to predefined thresholds). The first period is defined based on the number of customers affected £70 £700
Every 12 hours beyond the first period £70

Normal Weather

Supply interrupted during normal weather conditions affecting less than 5,000 premises. Distribution companies have 12 hours to restore electricity supply if it fails during normal weather conditions. Greater than 12 hours £75 no maximum
Every 12 hours beyond the first 12 hours £35
Supply interrupted during normal weather conditions affecting 5,000 premises or more. The standard only applies if supplies to 5,000 or more premises are interrupted by a single fault. Greater than 24 hours £75 £300
Every 12 hours beyond the first 24 hours £35
Supply interrupted because of a deliberate rota of supply. Electricity supply shortages leading it to be interrupted deliberately on a rota basis in order for available supply to be shared fairly. Greater than 24 hours of accumulated interruption £70 N/A
Supply has been interrupted on more than one occasion in a year. Electricity supply failing for three hours or more, on at least four different occasions in a 12 month period (starting 1 April every year). 3 hours or more, on four separate occasions (one rota disconnection event is counted as one occasion) £75 N/A
Distributors fuse operated causing an interruption of supply. If a distribution company’s fuse is stopping supply to the customer’s property then an appropriate professional must attend the scene. Greater than three hours on a working day £30 N/A
Greater than four hours on any non working day £30

Communicating with Customers

Planned power cut. Distribution companies are required to give customers at least two days’ notice for planned power cuts. Failure to provide 2 days notice, or undertakes work not on the specified date. £30 N/A
The voltage being received isn’t correct. If a customer reports a problem with the voltage of the electricity coming into their property, the distribution company write or visit. Failure to send out a written letter explaining the issue within 5 working days

and if not

Failure to offer to visit the customer’s property within 7 days.
£30 N/A
For an appointment directly with distribution company: They haven’t made an appointment or failed to turn up on time. This standard is applicable if the distribution company needs to visit the customer, or the customer requests for the company to visit. Failure to make an appointment in a reasonable time after a request is made to do so. £30 N/A
Failure to attend agreed appointment. £30
The money owed by the distribution company hasn’t arrived. Distribution companies have 10 days to make a payment for failing to meet any of the guaranteed standards. Failure to send payment onto relevant distribution company, or supplier, for onward payment within the 10 working days. £30 N/A
Exceptions

See Section 9 of the ‘The Electricity (Standards of Performance) Regulations 2015’, which can be found at the following location:
http://www.legislation.gov.uk/uksi/2015/699/contents/made

Your local electricity distributor

To find out your local electricity distributor, please see below or look at your most recent statement (please check the distributor's website for the most up-to-date emergency information):

Distributor Name County Contact
UK Power Networks East England 0800 316 3105
Western Power Distribution East Midlands 0800 678 3105
UK Power Networks London 0800 316 3105
Scottish Power Energy Networks North West 0800 001 5400
Western Power Distribution West Midlands 0800 678 3105
Northern Power Grid North East England 0800 668 877
Electricity Northwest Ltd North West 0800 195 4141
Scottish and Southern Energy Distribution North Scotland 0800 300 999
Scottish Power Energy Networks Central and South Scotland 0800 092 9290
UK Power Networks South East England 0800 316 3105
Scottish and Southern Energy Distribution Southern England 0800 072 7282
Western Power Distribution South West England 0800 678 3105
Northern Power Grid Yorkshire 0800 375 675
IPNL 0800 013 0849
ESP Electricity 0800 731 6945
Energetics Electricty Ltd 0800 804 8688
GTC 0800 032 6990

Gas

Problem Explanation Conditions Payment Due Maximum Payment

Where any payment is expected please ensure that a request is submitted

I have been disconnected in some way and I was not notified beforehand. Where a disconnection affects customers on the Priority Service Register (for vulnerable customers) and alternative heating and cooking facilities have not been provided in the prescribed time to those Priority Service Registered customers. Disconnection affects less than 250 Priority Service Registered customers and is greater than 4 hours. £24 N/A
Disconnection affects 250 or more Priority Service Registered customers and is greater than 8 hours. £24
Where a disconnection affects more than 30,000. Greater than 24 hours £30 £1,000
Every 24 hours beyond the first 24 hours £30
Work is being undertaken on my premises or on pipes to my premises. Transporters may undertake work on pipes to the customers’ properties to ensure supply, but that the customer hasn’t requested, or its due to first or reconnection purposes, or to mains pipes that are on a customer’s property. Greater than 10 working days £50 N/A
Every 5 working days more than the first 10 working days £50
I have, or will be disconnected and I was informed of such, but I am on the Priority Service Register. Where the customer is on the Priority Service Register (for vulnerable customers) and alternative heating and cooking facilities have not been provided. Alternative heating and cooking facilities have not been provided with 4 hours £24 N/A
The customer should be informed of the planned disruption or disconnection in good time before the work commences. Notification was given less than 5 days before the commencement of the work £20 N/A
I have, or will be disconnected and I was informed of such. N/A
I have complained to the gas transporter and not received a reply or response. The gas transporter must provide the customer with a substantive report in response to the complaint. In the case where they need no input from the customer or any other 3rd party and its greater than 10 days £20 N/A
The gas transporter must provide the customer with a substantive report in response to the complaint. In the case where further input from the customer or any other 3rd party is required and it’s greater than 20 days £20 N/A
The gas transporter can provide a written response as to why it will be unable to provide a substantive report within the required time, in the case where they need further input from the customer or any other 3rd party. Greater than 10 days, if substantive report is not received within the 20 days £20 N/A
I haven’t received my quote. The quote is for a new connections or altering an existing connection up to and including 275kWh per hour where a visit is not required. Greater than 6 days £10 Up to the lesser of £250 or the quotation sum
Each additional working day (including the day of resolution) £10
The quote is for a new connection or altering an existing connection up to and including 275kWh per hour where a visit is required. Greater than 11 working days £10 Up to the lesser of £250 or the quotation sum
Each additional working day (including the day of resolution) £10
The quote is for a new connection or altering an existing connection of 275kWh per hour or greater where a visit is required. Greater than 21 working days £20 Up to the lesser of £500 or the quotation sum
Each additional working day (including the day of resolution) £20
My quote is not accurate. A customer has received a quote but it is not accurate as per the published accuracy scheme. For a connection of up to 275kWh per hour Refund any overcharge N/A
For a connection of over 275kWh per hour N/A
I have not received my Land Enquiry response. Customers may request information of the availability of gas, and an cost estimate of a new connection or an alteration of an existing connection. Greater than 5 working days £40 Up to £250, in relation to a pipe of up to 275 kWh per hour and up to £500 for a pipe of greater than 275 kWh per hour
Each additional working day (including the day of resolution) £40
A quote for work has been accepted, but I have not received the commencement of work date, or substantial completion days. Transporter fails to respond to a land enquiry in respect of a new connection or alteration of an existing connection of up to 275 kWh per hour. Greater than 20 working days £20 Up to £250, in relation to a pipe of up to 275 kWh per hour and up to £500 for a pipe of greater than 275 kWh per hour
Each additional working day (including the day of resolution) £20
Transporter fails to respond to a land enquiry in respect of a new connection or alteration of an existing connection of 275 kWh per hour or greater. Greater than 20 workings days £40
Each additional working day (including the day of resolution) £40
The connection work has not finished on or before the date I was promised. If the work continues beyond the agreed completion date. Quoted cost was up £1,000 £20 for each working day, or part thereof, that the work takes to finish Up to the lesser of £200 or the contract sum
Quoted cost was more than £1,000 and no more than £4,000 The lesser of £100 or 2.5% of the contract sum, for each working day, or part thereof, that the work takes to finish Up to 25% of the contract sum
Quoted cost was more than £4,000 and no more than £20,000 £100 for each working day, or part thereof, that the work takes to finish Up to 25% of the contract sum
Quoted cost was more than £20,000 and no more than £50,000 £100 for each working day, or part thereof, that the work takes to finish Up to £5,000
Quoted cost was more than £50,000 and no more than £100,000 £150 for each working day, or part thereof, that the work takes to finish Up to £9,000
I have requested a payment to be made but I have not received it. A notice has not been provided to the customer that a payment is due and a payment hasn’t been made. Greater than 10 working days from the time the payment was due £20 N/A
A payment has not been made to the customer or to the relevant transporter for onward payment. Greater than 10 working days from the time the payment was due £20 N/A
I was not informed that I was due a payment from a transporter. Where the payment was due from the transporter responsible for the customer. Greater than 20 working days from the time the payment was due £20 N/A
Where the payment was due from a transporter not responsible for the customer. Greater than 5 days from when the payment was received from another party £20 N/A
Exceptions

See Section 13 of the ‘The Gas (Standards of Performance) Regulations 2005’, which can be found at the following location:
http://www.legislation.gov.uk/uksi/2005/1135/regulation/12/made

Local gas transport

National Grid Customer Support Team

National Grid, Brick Kiln Street, Hinckley, Leicestershire, LE10 0NA

0845 835 1111

http://www.nationalgrid.co.uk

Wales and West Utilities Customer Service

Wales and West House, Spooner Close
Celtic Springs Coedkernew, Newport,
NP10 8FZ

0800 912 29 99

http://www.wwutilities.co.uk

Northern Gas Networks

1100 Century Way
Thorpe Business Park, Leeds,
West Yorkshire, LS15 8TU

0800 040 7766

http://www.northerngasnetworks.co.uk

Scotia Gas Network

Inveralmond House, 200 Dunkeld Road,
Perth, PH1 3AQ

0800 912 1700 Scotland and Southern

http://www.sgn.co.uk

Notes

[1] A fault is when the meter is not operating so as to permit a supply in the manner for which the meter was designed.

[2] If you notify us of the fault within 3 hours (or 4 hours on Saturdays) of the end of the working day (8am to 8pm, or 9am to 5 pm on nonworking days) the remainder of the allotted time will roll over into the beginning following day.

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