Guaranteed Standards of Performance

We set an exceptionally high bar for ourselves and our partners to make sure our customers get the best energy experience possible.

Our Guaranteed Standards of Performance set out the criteria we promise to fulfill throughout your time with us, and you can read them below.

Appointments

Sometimes, one of our engineers might need to visit your property – either because you’ve asked us to send one, or so we can do what we need to as your energy supplier. When we visit, we promise:

  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 £30 compensation within 10 working days. If we fail to do that, we’ll pay you another £30 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.

How we're doing

The stats for our successfully completed electric and gas engineering appointments are below. 

Quarter Type % total appointments completed successfully % appointments not completed % of total incomplete appointments for which Octopus was responsible % total incomplete appointments caused by circumstances outside of Octopus control
Q1 2017 Electricity appointments 62.5% 37.5% 55.5% 44.5%
Gas appointments 81.1% 18.2% 40% 60%
Q2 2017 Electricity appointments 66.7% 33.3% 100% 0%
Gas appointments 88.2% 11.8% 50% 50%
Q1 2018 Electricity appointments 68.21% 31.79% 36.02% 63.98%
Gas appointments 90.01% 9.99% 42.03% 57.97%


Meter problems (non-prepayment meters)

Gas and electricity meters should work properly, and to acceptable tolerances. If you think there’s a problem with your meter, please let us know and we’ll get it fixed for you. Please don’t try to fix the meter yourself as we’ve specialist engineers for that.

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 £30 compensation within 10 working days. If we fail to do that, we’ll pay you another £30 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.

How we're doing

Below you'll find the stats on our successful vs unsucessful appointments to assess and fix faulty meters for the past few quarters.

Quarter Type % total appointments completed successfully % appointments not completed % of total incomplete appointments for which Octopus was responsible % total incomplete appointments caused by circumstances outside of Octopus control
Q1 2017 Faulty electricity meter 75% 25% 60% 40%
Faulty gas meter 92.1% 7.9% 33.3% 66.7%
Q2 2017 Faulty electricity meter 94.7% 5.3% 62.5% 37.5%
Faulty gas meter 92.1% 7.9% 33.3% 66.7%
Q1 2018 Faulty electricity meter 100% 0% - -
Faulty gas meter 100% 0% - -

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