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 2021 Electricity appointments 74.0% 26.0% 7.3% 92.7%
Gas appointments 68.7% 31.3% 6.0% 94.0%
Q2 2021 Electricity appointments 66.5% 33.5% 5.3% 94.7%
Gas appointments 66.0% 34.0% 4.7% 95.3%
Q3 2021 Electricity appointments 63.7% 36.3% 3.5% 96.5%
Gas appointments 63.1% 36.9% 2.9% 97.1%
Q4 2021 Electricity appointments 64.1% 35.9% 3.0% 97.0%
Gas appointments 64.4% 35.6% 3.0% 97.0%
Q1 2022 Electricity appointments 64.7% 35.3% 6.0% 93.6%
Gas appointments 65.7% 34.4% 6.0% 94.0%

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 2021 Faulty Electricity Meter 35.8% 64.2% 23.6% 76.4%
Faulty Gas Meter 53.7% 46.3% 66% 44%
Q2 2021 Faulty Electricity Meter 48.7% 51.3% 5.5% 94.5%
Faulty Gas Meter 52.3% 47.7% 4.1% 95.9%
Q3 2021 Faulty Electricity Meter 69.7% 30.3% 1.9% 98.1%
Faulty Gas Meter 77.2% 22.8% 1.7% 98.3%
Q4 2021 Faulty Electricity Meter 78.9% 21.1% 4% 96%
Faulty Gas Meter 78.9% 21.1% 3% 97%
Q1 2022 Faulty Electricity Meter 76.0% 24.0% 5.0% 95.0%
Faulty Gas Meter 76.2% 23.8% 5.0% 95.0%

Meter problems (prepayment meters)

A working prepayment meter operate within acceptable tolerances, and allow for supply to a property, so long as it has remaining credit. Where credit is correctly added and the prepayment meter does not allow supply to a property, it may be considered faulty.

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 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 £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 2021 Faulty PPM electricity meter 44% 56% 23.6% 76.4%
Faulty PPM gas meter 44.3% 55.7% 5.1% 94.9%
Q2 2021 Faulty PPM electricity meter 68.6% 31.4% 0% 100%
Faulty PPM gas meter 69.9% 30.1% 5% 95%
Q3 2021 Faulty PPM electricity meter 68.5% 31.5% 0% 100%
Faulty PPM gas meter 88% 12% 0% 100%
Q4 2021 Faulty PPM electricity meter 81.9% 18.1% 3% 97%
Faulty PPM gas meter 86.4% 13.8% 0% 100%
Q1 2022 Faulty PPM electricity meter 100.0% 0.0% 0.0% 100.0%
Faulty PPM gas meter 100.0% 0.0% 0.0% 100.0%

Hey I'm Constantine, welcome to Octopus Energy!

×