We want you to be happy with the service you get
We do our best to make sure that everyone is pleased with what we do.
We do our best to meet standards set by Ofgem, the independent organisation which makes sure you're getting a good service from energy companies like us. We call these Guaranteed Standards of Service.
You can find out more about Standards of Service in our Because keeping a promise matters (PDF) leaflet.
Codes of Practice
We also have Codes of Practice, which set standards for how we deal with certain things, like complaints or the service you can expect if we visit you at home.
We have Codes of Practice for:
- How we handle complaints from residential customers
- How we handle complaints from business customers
- Help and advice for paying your bills
- Our billing standards for (SME) customers
- Services for prepayment customers
- Help and advice for customers with special needs
- How we give advice to customers about Energy Efficiency
- How we gain access
You can find out more in our Codes of Practice leaflets.
More accurate bills
To make sure your bills are right, we follow industry standards agreed with Energy UK. The standards set make sure that people get accurate bills from energy companies like us. The standards are called the Code of Practice for Accurate Bills (PDF). You can find out more in our in our guide for Back billing for domestic customers (PDF).
Energy made clear
We support standards to make it easier for people to switch energy companies too. The standards have been set by an independent organisation called Consumer Focus and you can find out more in the Energy made clear leaflet (PDF).
For an impartial view on how to get and stay connected to your energy supply, please review the following Consumer Focus documents; Staying Connected Energy Consumer Checklist and Concise Checklist.