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Our Quarterly Reports

Guaranteed Standards of Service

How we're doing

There are certain standards of service you can expect from us when it comes to your energy supply. Some of these we’ve set for ourselves and others are set by Ofgem, our regulator.

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've 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

2020

 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 we paid out to customers

Q1 2020

186,176

34,832

20,332

1,400

7.79%

-0.31%

£435,000

Q2 2020

46,375

26,734

25,727

1,007

2.17%

-5.62%

£30,210

2019

 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 we paid out to customers

Q1 2019

200,628

10,005

0

10,005

4.99%

-0.12%

£300,150

Q2 2019

194,580

9,947

0

9,947

5.11%

+0.12%

£298,140

Q3 2019

210,550

8,684

0

8,684

4.13%

-0.98%

£260,520

Q4 2019

204,468

16,560

0

16,560

8.10%

+3.97%

£496,800

2018

 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 we paid out to customers

Q1 2018 

136,674

8,050

715

7,335

5.37%

-1.15

£220,050

Q2 2018

153,703

8,231

0

8,231

5.36%

-0.01%

£246,930

Q3 2018

163,878

9,617

0

9,617

5.87%

+0.51%

£288,510

Q4 2018 

205,435

10,498

0

10,498

5.11%

-0.76%

£314,940

2017

 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 we paid out to customers

Q1 2017 

85,717

5,602

0

5,602

6.54%

-4.41%

£168,060

Q2 2017 

88,316

5,077

13

5,064

5.73%

-0.81%

£151,920

Q3 2017 

112,922

6,942

0

6,942

6.15%

-0.81%

£208,260

Q4 2017 

129,821

8,935

37

8,898

6.85%

-0.7%

£266,940

2016

 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 we paid out to customers

 Q1 2016

 73,023 

6,079

0

 6,079

8.32%

n/a

£182,370

 Q2 2016

80,795

6,814

0

 6,814

8.43%

+0.11%

£204,420

 Q3 2016

75,363

7,607

 0

7,607

10.09%

+1.66%

£228,210

Q4 2016

78,561

8,604

0

8,604

10.95%

+0.86%

£258,120

Electricity appointments

2020

 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 we paid out to customers

Q1 2020

74,377

13,073

8,128

4,945

6.65%

-1.93%

£148,350

Q2 2020

8,671

6,996

6,848

148

1.71%

-4.94%

£4,440

2019

 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 we paid out to customers

Q1 2019

113,049

5,654

0

5,654

5.00%

+0.12%

£169,620

Q2 2019

107,499

5,623

0

5,623

5.23%

+0.23%

£168,690

Q3 2019

104,251

5,212

0

5,212

5.00%

-0.23%

£156,360

Q4 2019

94,175

8,082

0

8,082

8.58%

+3.58%

£242,460

2018

 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 we paid out to customers

Q1 2018

110,748

6,643

371

6,272

5.66%

-3.85%

£188,160

Q2 2018

106,301

5,732

0

5,732

5.41%

-0.25%

£171,960

Q3 2018

75,985

5,339

0

5,339

7.03%

+1.62%

£160,170

Q4 2018

104,936

5,117

0

5,117

4.88%

-2.15%

£153,510

2017

 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 we paid out to customers

Q1 2017

106,345

7,092

2

7,090

6.67%

-4.77%

£212,700

Q2 2017

85,640

7,673

78

7,595

8.87%

+2.20%

£227,850

Q3 2017

119,650

9,616

0

9,616

8.04%

-0.83%

£288,480

Q4 2017

127,439

12,163

45

12,118

9.51%

-1.47%

£363,540

2016

 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 we paid out to customers

Q1 2016

125,957

8,348

0

8,348

6.63%

n/a

£250,440

Q2 2016

107,587

9,015

0

9,015

8.38%

+1.75%

£270,450

Q3 2016

109,348

12,642

0

12,642

11.56%

+3.18%

£379,260

Q4 2016

93,974

10,753

0

10,753

11.44%

-0.12%

£322,590