Standards of service

We want you to be happy with the service you get from us.

Two children holding a pink umbrella in a rainy street

Our Guaranteed Standards of Service

We aim to meet standards set by Ofgem, the independent organisation which makes sure you're getting a good service from energy companies like us.

Because keeping a promise matters is our dedication to delivering a high standard of service to you. It's everything you need to know about our Guaranteed Standards of Service.

You can find more information about how we did in our last quarter at how we're doing.

Giving you more accurate bills

We're committed to giving you accurate bills, so we’re working with Energy UK an organisation that represents the energy industry and provides information to the public. We’re a member of their code of practice for accurate billing, which explains the commitments we’ve made to:

  • Switching supplier
  • Using your meter readings
  • Your bills and statements
  • Payments and refunds
  • Back billing

Energy UK and a number of energy suppliers have provided explanations for common scenarios you may find yourself in (billing code scenarios) and scenarios where we may have to bill for a previous period (back billing).

Each year Energy UK carries out and publishes an audit and in 2015 we won a Silver Compliance award.

For our small business customers, we also follow Energy UK’s voluntary standards for back billing of microbusiness energy customers, and the guidance provided for energy bills.

Know your rights

You can get free and independent advice so that you know your rights as an energy user. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you’re struggling to pay your bills. To know your rights visit Citizens Advice for up-to-date information, or contact them directly on 03454 04 05 06.

Our codes of practice

We've published our codes of practice so you know what standards you can expect from us.

How we're doing

In our day to day operations, we do everything we can to meet our commitments to customers. But on some occasions, despite our best efforts, we let them down.

Under the Electricity and Gas (Standards of Performance) Regulations 2015, we compensate our domestic and Microbusiness customers £30 if we fail to meet the standards. Our ‘Because keeping a promise matters’ booklet has everything you need to know about our Guaranteed Standards of Service.

What does it mean?

Cases – the number of times the standards apply, for example each time we arrange an appointment to visit your property.

Breaches – the number of times we have failed to meet the standards, for example if we arrive late for an appointment.

Exempt breaches – There are certain circumstances where we don’t need to make a payment, for example if we’ve not been able to attend due to severe weather conditions.

Gas appointments

 Quarter

 Cases 

Breaches

Exempt breaches

Total breaches

Total breaches as a proportion of cases

Percentage increase/decrease in total breaches from previous quarter

How much was paid out to customers

Q3 2016

75,363

7,607

0

7,607

10.09%

+1.66%

£228,210


Electricity appointments

Quarter 

Cases

Breaches

Exempt breaches

Total breaches

Total breaches as a proportion of cases

Percentage increase/decrease in total breaches from previous quarter

How much was paid out to customers

Q3 2016

109,348

12,642

0

12,642

11.56%

+3.18%

£379,260

See how we did last quarter.