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 and our responsibility to our customers.

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 rel="noopener noreferrer" may find yourself in (billing code scenarios) and scenarios rel="noopener noreferrer" where we may have to bill rel="noopener noreferrer" for a previous period (back billing).

Each rel="noopener noreferrer" year Energy UK carries out and publishes an audit and in 2016 we won rel="noopener noreferrer" a Silver Compliance award. rel="noopener noreferrer"

For our small business customers, we also follow Energy UK’s voluntary rel="noopener noreferrer" 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 rel="noopener noreferrer" advice about the quality rel="noopener noreferrer" 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.

Know your rights in a changing energy market 2017 - English and Welsh version

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

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 other 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 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

Q4 2016

78,561

8,604

0

8,604

10.95%

+0.86%

£258,120

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%

+0.42%

£208,260


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

Q4 2016

93,974

10,753

0

10,753

11.44%

-0.12%

£322,590

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

See how we did last quarter.