In accordance with our obligations under the Electricity and Gas (Standards of Performance) Regulations 2015, we make the below services and information available to our micro business customers:

 

Appointments

  • We will always offer an appointment for a visit from our preferred agents (e.g a Meter Operator) within a 4-hour window

  • We will not unreasonably deny any micro business customers a request for an appointment, so long as the appointment window is more than two hours

  • For a complete list of the services we offer in relation to Appointments under Guaranteed Standards, please see the ‘Electricity and Gas (Standards of Performance) Regulations 2015’ document linked above

 

Payment Obligations

  • On any occasion where our agent fails to attend an appointment that we have booked for our micro business customer, or where we provide less than one day’s notice of re-booking, we will make a payment of £30 to the micro business customer                                                                                                                              
  • If we fail to make this payment within 10 working days then we will pay a further £30                                                                                                                       
  • For a complete list of the services we offer in relation to Payments under Guaranteed Standards, please see the ‘Electricity and Gas (Standards of Performance) Regulations 2015’ document linked above

 

Faulty Meters

  • Within 5 working days of receiving a notification of a meter issue, we will complete an initial assessment and take appropriate action                                                                                                                                                                                                                       
  • Offer to confirm in writing the assessment and actions taken                                                                                                                                                       
  • For a complete list of the services we offer in relation to Faulty Meters under Guaranteed Standards, please see the ‘Electricity and Gas (Standards of Performance) Regulations 2015’ document linked above

 

Faulty Prepayment Meters

  • For a complete list of the services we offer in relation to Faulty Prepayment Meters under Guaranteed Standards, please see the ‘Electricity and Gas (Standards of Performance) Regulations 2015’ document linked above

 

Reconnection

  • For a complete list of the services we offer in relation to Reconnections under Guaranteed Standards, please see the ‘Electricity and Gas (Standards of Performance) Regulations 2015’ document linked above

 

Distributed Payments

  • For a complete list of the services we offer in relation to Distributed Payments under Guaranteed Standards, please see the ‘Electricity and Gas (Standards of Performance) Regulations 2015’ document linked above

 

Dispute Resolution

  • For a complete list of the services we offer in relation to Dispute Resolution under Guaranteed Standards, please see the ‘Electricity and Gas (Standards of Performance) Regulations 2015’ document linked above

 

Exceptions and Limitations to Supplier Payment Obligations

  • For a complete list of exceptions and limitations in relation to Guaranteed Standards, please see the ‘Electricity and Gas (Standards of Performance) Regulations 2015’ document linked above

 

More Information

  • For more information relating to standards of performance for your Electricity or Gas supply, or for an individual copy of the above Guaranteed Standards statement (in variety of formats), please contact us here

 

Guaranteed Standards Quarterly Performance Figures

 

  Number of sites/cases to which the standards applied Breaches Net breaches Net breaches as a proportion of cases Percentage increase/decrease in net breaches from previous quarter
Q1 2019 10 10 10 100% +25%
Q2 2019 20 8 8 40% -60%
Q3 2019 32 18 18 56% +15%
Q4 2019 21 16 16 76%  +20%