Guaranteed Standards of Performance

Meter Problems/Appointments

Our third party engineers may need to visit your property in accordance with our supplier obligation, or, at your request. Whatever the request for the appointment, we will adhere to the standards below:

1. Appointment dates and times will be offered within 5 working days after you have requested an appointment, or, after we have contacted you to make (or re­arrange) an appointment.

Appointment slots will be offered (with available dates) between 8am to ­12pm, 10am­ to 2pm, 12pm to 4pm and 2pm­ to 6pm.

2. We will not rearrange an appointment unless you and the engineer are unable to attend, or if the appointment was 'failed' by either party.

If we miss the arranged appointment, or if we otherwise fail to meet any of these standards, we’ll credit your account with a compensation payment of £30.00 within 10 working days. If we fail to do that, we’ll make an additional payment of £30.00 within a further 10 working days. We’ll make those payments to you unless there is a genuine dispute between us as to whether you should receive them, and in accordance with the provisions of the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015. Payments will typically be made as a credit to your energy account.

 

Guaranteed Standards exemptions

There are exemptions to the Guaranteed Standards compensation schemes covering circumstances beyond our control, including:

  • Severe weather
  • You are out when we visit at the agreed appointment time
  • Strikes or third-party actions beyond our control
  • You cancel an appointment
  • We cancel an appointment giving 1 working days’ notice.

 

How compensation payments are made

Guaranteed Standards compensation payments are made to you automatically by applying a credit to your energy account. You do not need to apply to receive it. Also, if we are aware of a failure and have not paid you compensation within 10 working days of it, we will pay you an additional £30.

Meter problems

If you believe there may be a problem with your gas or electricity meter and it is not operating correctly, you must notify us as soon as possible, and should not, under any circumstances, attempt to rectify the problem yourself.

Once you have notified us of the problem we will do the following:

If you have lost supply:

  1. We will arrange a visit to your property to undertake the work. This will be within 3 hours of receiving your notification (or within 4 hours on a weekend or Bank Holiday by contacting our out of hours operator).
  2. If contact is made and it is found that a visit is not required, we will undertake the necessary work to rectify the problem.

If you are still on supply:

  1. This will be classed as a non-emergency appointment and a visit will be booked using a two-week lead time with a 4-hour timeslot at your convenience, appointment slots will be offered between 8am to ­12pm, 10am­ to 2pm, 12pm to 4pm and 2pm­ to 6pm; however arrangements may vary depending on where you live.
  2. If contact is made and it is found that a visit is not required, we will undertake the necessary work to rectify the problem.

 

Our phone lines are open Monday - Friday, 9am - 5pm.

Outside of office hours, you can call our third party meter operator, Lowri Beck.

They are open:

  • Monday to Friday: 8am - 8pm
  • Saturday: 8am - 6pm
  • Sunday/Bank Holidays: 9am - 5pm

In emergencies, Lowri Beck's response times are as follows:

  • Monday to Friday: 3-hour call out
  • Saturday/Sunday/Bank Holiday: 4-hour call out

If we receive your notification outside normal working hours, the 3 or 4-hour timescale will run from the start of the next working day.

If we fail to meet either of these standards, we’ll pay you compensation of £30.00 within 10 working days. If we fail to do that, we’ll make an additional payment of £30.00 within a further 10 working days. We’ll make those payments to you unless there is a genuine dispute between us as to whether you should receive them, and in accordance with the provisions of the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015. Payments will typically be made as a credit to your energy account.