Guaranteed standards of performance

 

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.

 

 

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're 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

 

Who should I contact?

 

If you're experiencing a problem with your meter please contact us

 

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

 

Outside of our opening hours, you can call our third party meter operator, Lowri Beck on 0845 6589 655. Lowri Beck's phone lines are open Monday to Friday 8am - 8pm, Saturday 8am - 6pm and Sunday or bank holidays 9am - 5pm. In emergencies, Lowri Beck's response times are Monday to Friday 3-hour call out and 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.

 

 

Refunding final credit balance


We’ll refund your final credit balance within 10 working days of sending you your final statement. If we fail to do this, we will pay you £30 compensation. This is only applicable if you’ve transferred to another supplier or have moved out of a property we supply. It doesn’t apply if you’ve experienced an erroneous transfer.

 

There are some circumstances in which we will not pay the £30 compensation:

 

- Where we’re in a genuine dispute with you as to whether we’re obligated to make a payment 

- If something occurs outside of our control that’s meant we have been unable to attend your property e.g. severe weather conditions or an act from a person who is not a representative of our company

- If you inform us that you no longer wish to take action, or further action, over the issue

- The meter has been tampered with, e.g. energy theft

- If we’re unable to gain access to your meter or property

- If we’ve failed to attend your property to fix a faulty prepayment meter despite you declining the offer to fix the meter

 

 

Erroneous transfers

 

Where you believe your supply has been transferred either to or from us without a valid contract*, we will do the following:

 

- We will agree with the other supplier whether an erroneous transfer has occurred within 20 working days of your notification to us

- If you’ve contacted us directly, within 20 working days of your notification, we will either:

- Provide you with written confirmation that an erroneous transfer has occurred and that your supply will be returned to your previous supplier

- Provide you with a written statement confirming the outcome of our investigation with the other supplier if the verification process reveals that no erroneous transfer has occurred

- If we have agreed with the other supplier that an erroneous transfer has taken place, we will re-register your supply back to iSupplyEnergy within 21 working days

 

Please note, this will not apply if you have been transferred to us as part of the Supplier of Last Resort process.

 

Should we not do any of the above, we will pay you £30.

 

*“Valid Contract” means a contract for the supply of energy that has been entered into by you with the supplier and relates to the property that has been transferred.

 

 

How compensation is paid

 

Appointments or meter problems compensation will be automatically credited to your energy account. You do not need to apply to receive it. Compensation for issues with refunding your final balance or erroneous transfer will be paid directly into your bank account.

 

If we are aware of the failure and have not paid you compensation within 10 working days of it, we will pay you an additional £30.