Guaranteed Standards of Service reporting

Engineer entering a home

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.

Definitions 

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

 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

 

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

 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