Bristol Energy will always strive to provide an excellent, fair and transparent service. This includes telling you how quickly we’ll meet appointments, provide advice and help with a faulty meter, or respond to queries about your account.
Under the terms of our supply licenses, we are required to adhere to a number of guaranteed standards of service, and you may be eligible to receive compensation from us if we fail to meet these. The document below we have outlined what these standards are and what you can expect from us if we let you down.
Our Guaranteed Standards of Service
Our promise | If we let you down |
---|---|
AppointmentsBristol Energy will try to agree a time to suit you. Appointments are available from 9am to 5pm Monday to Friday. You can choose either a morning or afternoon appointment dependent on availability. |
If we do not offer you an appointment or fail to keep an appointment that we have agreed, we will pay you £30 per appointment (this applies to both domestic and business customers). This does not apply where we are unable to keep the appointment due to circumstances beyond our control or we give you at least one working days’ notice that we will be unable to keep the appointment. |
Faulty MetersIf you tell us that your electricity and/or gas meter is faulty we will send you a reply explaining the problem within five working days. If we are unable to provide an explanation within five working days we will offer, within seven working days, to arrange a suitable appointment for an engineer to investigate. |
If we fail to send you a reply explaining the problem or, where we are unable to do this, offer to arrange an appointment with an engineer within the time periods mentioned, we will pay you £30 for gas and/or electricity (This applies to both domestic and business customers). If we arrange an appointment but do not keep it, we will pay you £30 per appointment (this applies to both domestic and business customers). This does not apply where we are unable to keep the appointment due to circumstances beyond our control or we give you at least one working days’ notice that we will be unable to keep the appointment. |
Faulty Prepayment MetersIf your electricity prepayment meter develops a fault (not related to the credit on the prepayment meter running out) we will visit you within four hours of being told about the fault and if you call us between 9 am and 5pm Monday to Friday. If your gas prepayment meter develops a fault (not related to the credit on the prepayment meter running out) we will visit you within four hours of being told about the fault and if you call us between 9 am and 5pm Monday to Friday. |
If we do not visit you within these timescales we will pay you £30 for both gas and electricity (this applies both domestic and business customers). |
Notification of Payment under Guaranteed StandardsWhere we have failed to meet any of our guaranteed standards, your payment will be made within 5 working days of us becoming aware of the failure. |
If we fail to make payment with the prescribed timescales we will pay you an additional £30 for both gas and electricity customers and within 10 working days (this applies to both domestic and business customers). |
There are exemptions to the Guaranteed Standards compensation schemes covering circumstances outside our control, including:
- Severe weather
- Strikes or third party actions beyond our control
- Customers being unavailable when we visit
- Customers cancelling appointments
- Service requests outside the time periods detailed in this document
- Cancellation of an appointment with at least one working days’ notice by us, the Electricity Network Operator or the Gas Transporter
Please note that the following Overall Standards of Service are not covered by the compensation scheme.
Our performance
We report on our performance against these standards on a quarterly basis to Ofgem. Below are our results so far for the year 2019/20.
Q4 2020 |
Cases |
Breaches |
Breaches as % of cases |
Exempt breaches |
|
---|---|---|---|---|---|
Domestic Gas Customers | Appointments | 16 | 2 | 1.3% | 0 |
Faulty credit meters | 35 | 12 | 34% | 0 | |
Faulty prepayment meters | 7 | 1 | 14% | 0 | |
Reconnections | 0 | 0 | 0% | 0 | |
Additional payments | 0 | 0 | 0% | 0 | |
Micro-business Gas Customers | Appointments | 0 | 0 | 0% | 0 |
Domestic Electricity Customers | Appointments | 64 | 8 | 13% | 0 |
Faulty credit meters | 48 | 13 | 27% | 0 | |
Faulty prepayment meters | 7 | 2 | 29% | 0 | |
Reconnections | 1 | 0 | 0% | 0 | |
Additional payments | 0 | 0 | 0% | 0 | |
Micro-business Electricity Customers | Appointments | 0 | 0 | 0% | 0 |
Q1 2020 |
Cases |
Breaches |
Breaches as % of cases |
Exempt breaches |
|
---|---|---|---|---|---|
Domestic Gas Customers | Appointments | 1,401 | 17 | 1.21% | 0 |
Faulty credit meters | 111 | 0 | 0% | 0 | |
Faulty prepayment meters | 32 | 0 | 0% | 0 | |
Reconnections | 0 | 0 | 0% | 0 | |
Micro-business Gas Customers | Appointments | 0 | 0 | 0% | 0 |
Domestic Electricity Customers | Appointments | 1,837 | 84 | 4.57% | 0 |
Faulty credit meters | 58 | 0 | 0% | 0 | |
Faulty prepayment meters | 0 | 0 | 0% | 0 | |
Reconnections | 0 | 0 | 0% | 0 | |
Micro-business Electricity Customers | Appointments | 0 | 0 | 0% | 0 |
Q4 2019 |
Cases |
Breaches |
Breaches as % of cases |
Exempt breaches |
|
---|---|---|---|---|---|
Domestic Gas Customers | Appointments | 266 | 7 | 2.63% | 0 |
Faulty credit meters | 146 | 0 | 0% | 0 | |
Faulty prepayment meters | 41 | 0 | 0% | 0 | |
Reconnections | 0 | 0 | 0% | 0 | |
Micro-business Gas Customers | Appointments | 0 | 0 | 0% | 0 |
Domestic Electricity Customers | Appointments | 396 | 175 | 44.19% | 0 |
Faulty credit meters | 239 | 0 | 0% | 0 | |
Faulty prepayment meters | 18 | 0 | 0% | 0 | |
Reconnections | 0 | 0 | 0% | 0 | |
Micro-business Electricity Customers | Appointments | 0 | 0 | 0% | 0 |
Q3 2019 |
Cases |
Breaches |
Breaches as % of cases |
Exempt breaches |
|
---|---|---|---|---|---|
Domestic Gas Customers | Appointments | 640 | 33 | 5.16% | 0 |
Faulty credit meters | 46 | 0 | 0% | 0 | |
Faulty prepayment meters | 46 | 0 | 0% | 0 | |
Reconnections | 0 | 0 | 0% | 0 | |
Micro-business Gas Customers | Appointments | 0 | 0 | 0% | 0 |
Domestic Electricity Customers | Appointments | 991 | 91 | 9.18% | 0 |
Faulty credit meters | 68 | 0 | 0% | 0 | |
Faulty prepayment meters | 0 | 0 | 0% | 0 | |
Reconnections | 2 | 0 | 0% | 0 | |
Micro-business Electricity Customers | Appointments | 0 | 0 | 0% | 0 |
Q2 2019 |
Cases |
Breaches |
Breaches as % of cases |
Exempt breaches |
|
---|---|---|---|---|---|
Domestic Gas Customers | Appointments | 253 | 14 | 5.53% | 0 |
Faulty credit meters | 66 | 0 | 0% | 0 | |
Faulty prepayment meters | 21 | 0 | 0% | 0 | |
Reconnections | 0 | 0 | 0% | 0 | |
Micro-business Gas Customers | Appointments | 0 | 0 | 0% | 0 |
Domestic Electricity Customers | Appointments | 327 | 81 | 24.77% | 0 |
Faulty credit meters | 109 | 0 | 0% | 0 | |
Faulty prepayment meters | 0 | 0 | 0% | 0 | |
Reconnections | 0 | 0 | 0% | 0 | |
Micro-business Electricity Customers | Appointments | 0 | 0 | 0% | 0 |
Q1 2019 |
Cases |
Breaches |
Breaches as % of cases |
Exempt breaches |
|
---|---|---|---|---|---|
Domestic Gas Customers | Appointments | 238 | 11 | 4.62% | 0 |
Faulty credit meters | 104 | 0 | 0% | 0 | |
Faulty prepayment meters | 37 | 0 | 0% | 0 | |
Reconnections | 0 | 0 | 0% | 0 | |
Micro-business Gas Customers | Appointments | 0 | 0 | 0% | 0 |
Domestic Electricity Customers | Appointments | 322 | 54 | 16.77% | 0 |
Faulty credit meters | 155 | 0 | 0% | 0 | |
Faulty prepayment meters | 3 | 1 | 33.33% | 0 | |
Reconnections | 0 | 0 | 0% | 0 | |
Micro-business Electricity Customers | Appointments | 0 | 0 | 0% | 0 |
Q4 2018 |
Cases |
Breaches |
Breaches as % of cases |
Exempt breaches |
|
---|---|---|---|---|---|
Domestic Gas Customers | Appointments | 1080 | 111 | 10% | 0 |
Faulty credit meters | 67 | 1 | 1% | 0 | |
Faulty prepayment meters | 38 | 0 | 0% | 0 | |
Reconnections | 0 | 0 | 0% | 0 | |
Micro-business Gas Customers | Appointments | 0 | 0 | 0% | 0 |
Domestic Electricity Customers | Appointments | 1276 | 186 | 15% | 0 |
Faulty credit meters | 157 | 5 | 3% | 0 | |
Faulty prepayment meters | 22 | 0 | 0% | 0 | |
Reconnections | 0 | 0 | 0% | 0 | |
Micro-business Electricity Customers | Appointments | 0 | 0 | 0% | 0 |
Q3 2018 |
Cases |
Breaches |
Breaches as % of cases |
Exempt breaches |
|
---|---|---|---|---|---|
Domestic Gas Customers | Appointments | 1937 | 56 | 3% | 0 |
Faulty credit meters | 47 | 0 | 0% | 0 | |
Faulty prepayment meters | 22 | 1 | 5% | 0 | |
Reconnections | 0 | 0 | 0% | 0 | |
Micro-business Gas Customers | Appointments | 0 | 0 | 0% | 0 |
Domestic Electricity Customers | Appointments | 2380 | 70 | 3% | 0 |
Faulty credit meters | 196 | 3 | 2% | 0 | |
Faulty prepayment meters | 2 | 2 | 100% | 0 | |
Reconnections | 4 | 0 | 0% | 0 | |
Micro-business Electricity Customers | Appointments | 1 | 0 | 0% | 0 |
Q2 2018 |
Cases |
Breaches |
Breaches as % of cases |
Exempt breaches |
|
---|---|---|---|---|---|
Domestic Gas Customers | Appointments | 496 | 32 | 6% | 0 |
Faulty credit meters | 81 | 7 | 9% | 0 | |
Faulty prepayment meters | 33 | 0 | 0% | 0 | |
Reconnections | 0 | 0 | 0% | 0 | |
Micro-business Gas Customers | Appointments | 0 | 0 | 0% | 0 |
Domestic Electricity Customers | Appointments | 580 | 77 | 13% | 0 |
Faulty credit meters | 319 | 11 | 3% | 0 | |
Faulty prepayment meters | 16 | 0 | 0% | 0 | |
Reconnections | 0 | 0 | 0% | 0 | |
Micro-business Electricity Customers | Appointments | 0 | 0 | 0% | 0 |
Q1 2018 |
Cases |
Breaches |
Breaches as % of cases |
Exempt breaches |
|
---|---|---|---|---|---|
Domestic Gas Customers | Appointments | 157 | 23 | 15% | 0 |
Faulty credit meters | 88 | 9 | 10% | 0 | |
Faulty prepayment meters | 95 | 1 | 1% | 0 | |
Reconnections | 0 | 0 | 0% | 0 | |
Micro-business Gas Customers | Appointments | 0 | 0 | 0% | 0 |
Domestic Electricity Customers | Appointments | 150 | 47 | 31% | 0 |
Faulty credit meters | 258 | 18 | 7% | 0 | |
Faulty prepayment meters | 4 | 0 | 0% | 0 | |
Reconnections | 0 | 0 | 0% | 0 | |
Micro-business Electricity Customers | Appointments | 1 | 1 | 0% | 0 |
You should also know that your gas transporter and electricity distribution network operator are also subject to a set of guaranteed standards that they are required to meet. These cover things like the timeframes in which you can expect them to restore your supply in the event of an interruption. Below you can find information about what these standards are and what compensation you are entitled to receive should the operator fail to meet them.
The table below describes the Guaranteed Standards of Performance which apply to your local Electricity Network Operator. Your operator will depend on where you live, a list of these is provided below.
Electricity Network Operator – Guaranteed Standards of Performance
Restoration of supply during normal weatherIf your electricity supply fails during normal weather conditions because of a problem on your local electricity network operator’s network, your electricity network operator will restore the supply within 12 hours of first becoming aware of the problem. |
If your local electricity network operator does not restore your supply within the stated time period, it will arrange for you to receive £75 if you are a domestic customer or £150 if you are a business customer. You will also receive £35 for each additional 12 hours that you are without supply. You will need to make a valid claim within three months of the event occurring. |
Restoration of supply during normal weather – Incidents affecting 5,000 customers or moreIf your electricity supply fails during normal weather conditions because of a single incident on your local electricity network operator’s network affecting 5,000 premises or more, your electricity network operator will restore it within 24 hours of first becoming aware of the problem. |
If your local electricity network operator does not restore supply within the prescribed time period, it will arrange for you to receive £75 if you are a domestic customer or £150 if you are a business customer. You will also receive £35 for each additional 12 hours that you are without supply up to a maximum of £300. You will need to make a valid claim within three months of the event occurring. |
Restoration of supply during severe weatherIf your electricity supply fails because of a problem on your local electricity network operator’s network due to severe weather, your electricity network operator will restore it within the period prescribed by the regulations dependent upon the scale of the event: Category 1 (medium events) – Lightning events – When an electricity network operator experiences at least eight times the normal amount of higher voltage faults in one day – supplies will be restored within 24 hours. Category 1 (medium events) – Non-lightning events – When a distributor experiences eight or more but fewer than 13 times the normal amount of higher voltage faults in one day – supplies will be restored within 24 hours. Category 2 (large events) – Non-lightning events – When a distributor experiences at least 13 times the normal amount of faults in 1 day – supplies will be restored within 48 hours. Category 3 (very large events) – Any severe weather events where at least 35% of exposed customers are affected – supplies will be restored within a period as calculated using a formula based on the number of customers affected |
If your local electricity network operator does not restore supply within the prescribed time period, it will arrange for you to receive £70 (this applies to both domestic and business customers). You will also receive £70 for each additional 12 hours you are without supply up to a maximum of £700. You will need to make a valid claim within three months of the event occurring and these payments will be made as soon as reasonably practicable. |
Power ShortagesIn certain rare situations there may be supply shortages within your local area. If this happens, your local electricity network operator may choose to rotate the energy being supplied to homes in your area. This will mean you may have to take it turns to have your electricity supply interrupted. However, your local electricity network operator will ensure a total of no more than 24 hours without electricity in these circumstances. |
If you are cut off for longer than a 24 hour period during an event of this type, your local electricity network operator will arrange for you to receive £75 if you are a domestic customer and £150 if you are a business customer. You will need to make a valid claim within three months of the event occurring. |
Distributor’s FuseIf you report information that leads your local electricity network operator to believe that the main fuse between the incoming supply cable and your meter has or might have failed, your local electricity network operator will attend your premises within three hours on weekdays if you notify it between 7am and 7pm. On weekends and bank holidays it will attend within four hours if you notify it between 9am and 5pm. If you notify it outside these times, it will treat your call as if it had been received at the beginning of the next day. |
If your local electricity network operator fails to attend it will arrange for you to receive a £30 payment (this applies to both domestic and business customers). |
Notice of Planned Supply InterruptionShould your local electricity network operator need to carry out planned works that lead to your electricity supply being interrupted, you should be given at least two days’ prior warning of this. |
Should your local electricity network operator not give you at least 2 days’ prior warning of planned works that lead to your electricity supply being interrupted or if you are interrupted on a different day, it will arrange for you to receive a payment of £30 if you are a domestic customer or £60 if you are a business customer. You will need to make a valid claim within one month of the event occurring. |
Multiple InterruptionsIf you experience four separate power cuts in a twelve month period from April 1st to March 31st and each lasts three hours or more. |
If you experience this your local electricity network operator will arrange for you to receive £75 (this applies to both domestic and business customers). You will need to make a valid claim for this payment within three months of the end of the April 1st to March 31st year to which the claim relates. In order for your claim to be verified you will need to provide the address of the premises affected and the dates of the electricity supply failures. Incidents for which a payment has already been made cannot be included in your claim. |
Keeping AppointmentsIf you need to make an appointment with your local electricity network operator, you’ll either be offered a morning or afternoon appointment or a fixed two hour time slot. |
If the electricity network operator’s representatives fail to keep a booked appointment, it will arrange for you to receive £30 (this applies to both domestic and business customers). |
Voltage EnquiriesIf you report a problem with supply voltage at your property, your local electricity network operator must make an appointment to visit you within seven working days or write and explain the reason for the problem within five working days. |
If the electricity network operator fails to do either of these, it will arrange for you to receive £30 (this applies to both domestic and business customers). |
Notification of Payment under Guaranteed StandardsYour local electricity network operator will notify you of any guaranteed standards which it has failed to meet (other than those for which you need to make a claim for payment). In any case, your payment will be made within ten working days of it becoming aware of the failure except for in the case of restoration of supply during severe weather, when payment will be made as soon as is reasonably practicable. |
If the electricity network operator fails to notify you, or your electricity supplier, or fails to send payment within the prescribed timescales, it will arrange for you to receive an additional £30 (this applies to both domestic and business customers). |
Quotation for a New Energy Supply
If you ask your local electricity network operator for a quotation (i.e. a formal offer for terms) for a connection, it will provide this within the timescales below from when you have given it all the information it needs and paid any applicable fees.
If your local electricity operator fails to meet these timescales, it will arrange for you to be paid a fixed amount for each working day it is late in providing the quote.
Type of Connection | Demand Timescale | Generation Timescale | Late Payment Per Working Day |
---|---|---|---|
Single Low Voltage service demand connection or service alteration (including work associated with moving a meter) |
5 working days |
N/A |
£30 |
Small project demand connection (domestic developments of 2-4 units requiring no Low Voltage network extension; or 1-4 units requiring Low Voltage network extension; or single premises of any kind requiring 2- or 3- phase connections, in all cases involving Low Voltage only and whole-current metering) |
15 working days |
N/A |
£30 |
Other Low Voltage connections with Low Voltage works |
25 working days |
45 working days |
£130 |
Connections involving High Voltage works |
35 working days |
65 working days |
£270 |
Connections involving Extra High Voltage works |
65 working days |
65 working days |
£400 |
Quotation Accuracy Scheme
This only applies to customers asking for a quotation for a single Low Voltage service demand connection or for small-project demand connections.
Customers have the right to challenge the accuracy of their quotation under the Quotation Accuracy Scheme. If the quotation is found to be inaccurate or incomplete, your local electricity network operator will arrange for you to receive a fixed payment, provide you with a correct quotation and also refund you the amount of any overpayment you may have made. However, if you have been undercharged you will be required to repay the additional amount.
Type of Connection | Payment |
---|---|
Single Low Voltage service demand connection or alteration (including work associated with moving a meter) |
£670 |
Small-project demand connection (domestic developments of 2-4 units requiring no Low Voltage network extension; or 1-4 units requiring Low Voltage network extension; or single premises of any kind requiring 2- or 3-phase connections, in all cases involving Low Voltage only and whole-current metering) |
£1340 |
Making Contact to Schedule Work and Completing Work for Single Low Voltage Service and Small Low Voltage Projects demand connections Once your local electricity network operator has received your written acceptance of its quotation and you have paid the full amount quoted, it will contact you within seven working days to discuss dates for carrying out the works. It may not always be possible to agree a date when you are initially contacted, for example if wayleaves (rights to access over land) or other consents are required. Please note that works associated with moving meters are not covered by this standard. Once a date is agreed to complete the works (or a phase of works specified in the quotation), this may be varied at your request or agreed or as notified by the electricity network operator (for example if severe weather causes it to postpone planned works, if there are delays in obtaining wayleaves or other consents, or if prerequisite works have not been completed). The work will then be completed on the agreed date. |
If your local electricity network operator fails to contact you within 7 working days, it will arrange for you to be paid £30 for each working day it is late in doing so. If your local electricity network operator fails to complete the work on the agreed date, it will arrange for you to be paid £70 for each working day it is late in doing so. |
Making Contact to Schedule Work and Commencing and Completing Work for all other Low Voltage Connections, High Voltage and Extra High Voltage ConnectionsOnce your local electricity network operator has received your written acceptance of its quotation and you have paid the full amount quoted, it will contact you within seven working days to discuss dates for carrying out the works. It may not always be possible to agree a date when you are initially contacted, for example if wayleaves or other consents are required. Please note that works associated with moving meters are not covered by this standard. |
Type of Connection | Timescale to make contact | Late payment per working day |
---|---|---|
Other Low Voltage connections with Low Voltage works |
7 working days |
£130 |
Connections involving High Voltage works |
10 working days |
£270 |
Connections involving Extra High Voltage works |
15 working days |
£400 |
Once a date is agreed to complete the works (or a phase of works specified in the quotation), this may be varied at your request or agreed or as notified by the electricity network operator (for example if severe weather causes it to postpone planned works, if there are delays in obtaining wayleaves or other consents, or if prerequisite works have not been completed). The work will then be completed on the agreed date.
Type of Connection | Late payment per working day for commencing work | Late payment per working day for completing work | Late payment per working day for energising where required |
---|---|---|---|
Other Low Voltage connections with Low Voltage works |
£50 |
£270 |
£270 |
Connections involving High Voltage works |
£50 |
£400 |
£400 |
Connections involving Extra High Voltage works |
£50 |
£540 |
£540 |
Contact Details for Electricity Network Operators
Please note: In the event of a power loss you can call the free national 105 number to report the loss of supply. Your call will be directed to your local network operator.
Name | Operational Area | Market Participant ID and Short Code |
Emergency Power Loss No. and Website |
Address |
---|---|---|---|---|
UK Power Networks |
East of England |
EELC |
Fore Hamlet, Ipswich, IP3 8AA |
|
Western Power Distribution |
East Midlands |
EMEB |
Avonbank, Feeder Road, Bristol, BS2 0TB |
|
UK Power Networks |
London |
LOND |
Fore Hamlet, Ipswich, IP3 8AA |
|
SP Energy Networks |
Merseyside & North Wales |
MANW |
55 Fullarton Drive, Cambuslang, Glasgow, G32 8FA |
|
Western Power Distribution |
West Midlands |
MIDE |
Avonbank, Feeder Road, Bristol, BS2 0TB |
|
Northern Powergrid |
North of England |
NEDL |
Manor House, Station Road, Penshaw, Houghton Le Spring, DH4 7LA |
|
Electricity North West |
North West England |
NORW |
304 Bridgewater Place, Warrington, WA3 6XG |
|
SSE Power Distribution |
North of Scotland |
HYDE |
2nd Floor, Inveralmond House, 200 Dunkeld Road, Perth, PH1 3AQ |
|
SP Energy Networks |
Central & Southern Scotland |
SPOW |
55 Fullarton Drive, Cambuslang, Glasgow, G32 8FA |
|
UK Power Networks |
South East England |
SEEB |
Fore Hamlet, Ipswich, IP3 8AA |
|
SSE Power Distribution |
South of England |
SOUT |
2nd Floor, Inveralmond House, 200 Dunkeld Road, Perth, PH1 3AQ |
|
Western Power Distribution |
South Wales |
SWAE |
Avonbank, Feeder Road, Bristol, BS2 0TB |
|
Western Power Distribution |
South West England |
SWEB |
Avonbank, Feeder Road, Bristol, BS2 0TB |
|
Northern Powergrid |
Yorkshire |
YEDL |
Manor House, Station Road, Penshaw, Houghton Le Spring, DH4 7LA |
|
Independent Power Networks |
GB wide |
IPNL |
Energy House, Woolpit Business Park, Bury St Edmunds, IP30 9UP |
|
ESP Electricity |
GB wide |
LENG |
Hazeldean, Station Road, Leatherhead, KT22 7AA |
|
Energetics |
GB wide |
GUCL |
International House, Stanley Boulevard, Hamilton International Technology Park, Glasgow, G72 0BN |
|
GTC |
GB wide |
ETCL |
Energy House, Woolpit Business Park, Bury St Edmunds, IP30 9UP |
|
UK Power Networks |
GB wide |
EDFI |
Fore Hamlet, Ipswich, IP3 8AA |
If you experience a power cut:
- Check to see if it’s just your property which is affected.
- If it’s just your property, call a qualified electrician for advice.
- If your neighbours are also affected, contact your local electricity network operator by calling 105.
The table below describes the Guaranteed and Overall Standards of Performance that apply to your local Gas Transporter. Your transporter will depend on where you live.
Gas Transporter – Guaranteed Standards of Performance
Restoration of SupplyIf your gas supply fails, your local gas transporter will restore the supply within 24 hours. |
If the gas transporter fails to restore supply within 24 hours domestic customers are entitled to claim £30 with an additional £30 for each extra 24 hours they are without gas (up to a maximum of £1,000). Non-domestic customers whose annual gas consumption does not exceed 73,200 kWh are entitled to claim £50 with an additional £50 for each extra 24 hours they are without gas (up to a maximum of £1,000). Non-domestic customers whose annual gas consumption exceeds 73,200 kWh are entitled to claim in relation to this standard but payments are made under alternative arrangements. |
Planned WorksShould your local gas transporter need to carry out planned works that lead to your gas supply being interrupted, you should be given at least five working days’ prior warning of this. You should also be reconnected within five working days of completion of the planned works. |
If the gas transporter does not reconnect your gas supply within five working days of completion of the planned works, domestic customers are entitled to claim £20 and non-domestic customers are entitled to claim £50. You will need to make a valid claim within three months of the event occurring. |
Priority Service CustomersIf you’re registered on your gas supplier’s Priority Service Register (PSR), your local gas transporter is required to provide you with alternative heating and cooking facilities within four hours of being informed of any interruption to your gas supply, or within eight hours if more than 250 customers are affected (8pm to 8am excluded). |
Should the gas transporter fail to provide you with this within the prescribed timeframes, you’re entitled to claim £24. You will need to make a valid claim within three months of the event occurring. |
New Connections or AlterationsWhen you make an enquiry to your local gas transporter about a new connection or alteration, you should be contacted within five working days. |
If this doesn’t happen you’re entitled to claim £40 plus an additional £40 for every extra working day up to a maximum of £250 for connections up to and including 275 kWh and £500 for connections exceeding 275 kWh. |
QuotesYour local gas transporter should issue a quotation within six working days. If you ask for a non-standard quotation for a new connection or an alteration to an existing connection up to and including 275 kWh it could take up to eleven working days. If you ask for a non-standard quotation for a new connection or an alteration to an existing connection exceeding 275 kWh it could take up to twenty-one working days. |
If the gas transporter fails to do this for a connection up to and including 275 kWh then you’re entitled to claim £10 for every working day they fail to provide you with a quotation up to the amount quoted or £250, whichever is lower. If it fails to do this for a connection exceeding 275 kWh then you’re entitled to claim £20 for every working day they fail to provide you with a quotation up to the amount quoted or £500, whichever is lower. If the quote is found to be inaccurate then you’re entitled to a correct quote and a refund of any overpaid amount. If it is found that you have been undercharged, you’ll be required to pay the additional outstanding amount. |
Setting Work DatesOnce you’ve accepted a quote, your local gas transporter will offer you a work date within twenty working days. |
If the gas transporter fails to do this then you’re entitled to claim £20 plus an additional £20 for every working day that this is delayed up to the sum quoted or £250, whichever is lower. |
Restoration Following WorkIf your local gas transporter needs to carry out any work at your property, everything should be back to normal within five days of the work finishing. |
If the gas transporter fails to do this then you’re entitled to claim £50 and a further £50 for every extra five days that this is delayed up to a maximum of £250. |
Responding to ComplaintsIf you make a complaint to your local gas transporter it should reply to you within ten working days, unless a visit to your property is needed. |
If the gas transporter does not respond to your complaint within the prescribed timeframe they should explain in writing the reason for the delay, let you know what else needs to be done and contact you again within 20 working days. If it fails to do this you’re entitled to claim £20 plus an additional £20 for every extra five day period that this is delayed up to a maximum of £100. |
PaymentsIf you are due to receive a payment from your local gas transporter you should receive this within 20 working days. |
If the payment is not received within the prescribed timeframe, the gas transporter will be required to pay you an additional £20. |
New Connection and Altered CompletionShould your local gas transporter fail to complete arranged works at your property on time, you are entitled to claim compensation for this. The level of compensation is dependent on the quoted cost for the work and laid out in the table to the bellow. |
Quoted Cost | Daily Penalty | Cap |
---|---|---|
Less than £1,000 |
£20 |
£200 or the contract sum, whichever is less |
£1,000 to £4,000 |
£100 or 2.5% of the quoted cost, whichever is less |
25% of the contract sum |
£4,000 to £20,000 |
£100 |
25% of the contract sum |
£20,000 to £50,000 |
£100 |
£5,000 |
£50,000 to £100,000 |
£150 |
£9,000 |
Gas Transporter – Overall Standards of Performance
Standard | Target |
---|---|
Responding to calls within 30 seconds |
90% |
Responding to gas emergencies: |
a) Attend uncontrolled escapes within one hour; 97% |
If you smell gas:
- Call the National Gas Emergency line on 0800 111 999
- Open all doors and windows
- Don’t use naked flames
- Don’t use mobile phones
- Don’t turn electrical switches on or off