Guaranteed Standards of Performance

1. To give you a range of appointment dates to choose from, wherever possible.
2. To give you an appointment date and time that’s convenient for you, to the best of our ability.
3. Not to rearrange an appointment that’s less than one day away without your permission.
4. To keep any scheduled appointment unless you cancel it or agree to a new date.
5. To ensure the engineer has the right skills, qualifications, experience, and tools needed to do what needs to be done during the appointment.

If we’re late, or miss an appointment, or break any of the promises outlined above, we’ll pay you £40 compensation within 10 working days. If we fail to do that, we’ll pay you another £40 in a further 10 working days. We’ll pay you compensation unless there’s a dispute between us as to whether you should get it, and in accordance with the provisions of the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015. We’ll usually pay compensation as a credit to your energy account.

Once you’ve told us of a problem with your meter, we’ll do the following within 5 working days: 

1. We’ll assess the meter to check if it’s working properly and within acceptable tolerances.
2. We’ll work out what the cause of the problem is, or otherwise make sure you get your supply through a meter that’s working properly and to acceptable tolerances.
3. We’ll ask if you’d like us to confirm the above in writing, including any actions we’ll take to ensure your supply comes through a working meter, and timescales for doing so.

If we receive your notification outside of normal working hours, the 5 working day timescale will run from the start of the next day.

If we don’t meet the above criteria, we’ll pay you £40 compensation within 10 working days. If we fail to do that, we’ll pay you another £40 in a further 10 working days. We’ll pay you compensation unless there’s a dispute between us as to whether you should get it, and in accordance with the provisions of the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015. We’ll usually pay compensation as a credit to your energy account.

Once you’ve told us of a problem with your meter, we’ll do the following within 3 hours on a working day and 4 hours on non-working days:

1. We’ll assess the meter to check if it’s working properly.
2. We’ll work out what the cause of the problem is, or otherwise make sure you get your supply through a meter that’s working properly.
3. We’ll ask if you’d like us to confirm the above in writing, including any actions we’ll take to ensure your supply comes through a working meter, and timescales for doing so.

You can read more about prepayment meters and how to get in touch about them on our prepayment page.

If we don’t meet the above criteria, we’ll pay you £40 compensation within 10 working days.

If we fail to do that, we’ll pay you another £40 in a further 10 working days.

We’ll pay you compensation unless there’s a dispute between us as to whether you should get it, and in accordance with the provisions of the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015.

We’ll usually pay compensation as a credit to your energy account