We have standards

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
Appointments

Bristol 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 Meters

If 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 Meters

If 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 Standards

Where 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 weather

If 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 more

If 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 weather

If 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 Shortages

In 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 Fuse

If 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 Interruption

Should 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 Interruptions

If 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 Appointments

If 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 Enquiries

If 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 Standards

Your 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 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 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
10

0800 316 3105
www.ukpowernetworks.co.uk

Fore Hamlet, Ipswich, IP3 8AA

Western Power Distribution

East Midlands

EMEB
11

0800 678 3105
www.westernpower.co.uk

Avonbank, Feeder Road, Bristol, BS2 0TB

UK Power Networks

London

LOND
12

0800 316 3105
www.ukpowernetworks.co.uk

Fore Hamlet, Ipswich, IP3 8AA

SP Energy Networks

Merseyside & North Wales

MANW
13

0800 001 5400
www.spenergynetworks.co.uk

55 Fullarton Drive, Cambuslang, Glasgow, G32 8FA

Western Power Distribution

West Midlands

MIDE
14

0800 678 3105
www.westernpower.co.uk

Avonbank, Feeder Road, Bristol, BS2 0TB

Northern Powergrid

North of England

NEDL
15

0800 668 877
www.northernpowergrid.com

Manor House, Station Road, Penshaw, Houghton Le Spring, DH4 7LA

Electricity North West

North West England

NORW
16

0800 195 4141
www.enwl.co.uk

304 Bridgewater Place, Warrington, WA3 6XG

SSE Power Distribution

North of Scotland

HYDE
17

0800 300 999
www.ssepd.co.uk

2nd Floor, Inveralmond House, 200 Dunkeld Road, Perth, PH1 3AQ

SP Energy Networks

Central & Southern Scotland

SPOW
18

0800 092 9290
www.spenergynetworks.co.uk

55 Fullarton Drive, Cambuslang, Glasgow, G32 8FA

UK Power Networks

South East England

SEEB
19

0800 316 3105
www.ukpowernetworks.co.uk

Fore Hamlet, Ipswich, IP3 8AA

SSE Power Distribution

South of England

SOUT
20

0800 072 7282
www.ssepd.co.uk

2nd Floor, Inveralmond House, 200 Dunkeld Road, Perth, PH1 3AQ

Western Power Distribution

South Wales

SWAE
21

0800 678 3105
www.westernpower.co.uk

Avonbank, Feeder Road, Bristol, BS2 0TB

Western Power Distribution

South West England

SWEB
22

0800 678 3105
www.westernpower.co.uk

Avonbank, Feeder Road, Bristol, BS2 0TB

Northern Powergrid

Yorkshire

YEDL
23

0800 375 675
www.northernpowergrid.com

Manor House, Station Road, Penshaw, Houghton Le Spring, DH4 7LA

Independent Power Networks

GB wide

IPNL
24

0800 013 0849
www.independentpowernetworks.co.uk

Energy House, Woolpit Business Park, Bury St Edmunds, IP30 9UP

ESP Electricity

GB wide

LENG
25

0800 731 6945
www.esputilities.com

Hazeldean, Station Road, Leatherhead, KT22 7AA

Energetics

GB wide

GUCL
26

0800 804 8688
www.energetics-uk.com

International House, Stanley Boulevard, Hamilton International Technology Park, Glasgow, G72 0BN

GTC

GB wide

ETCL
27

0800 032 6990
www.gtc-uk.co.uk

Energy House, Woolpit Business Park, Bury St Edmunds, IP30 9UP

UK Power Networks

GB wide

EDFI
28

0800 316 3105
www.ukpowernetworks.co.uk

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 Supply

If 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 Works

Should 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 Customers

If 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 Alterations

When 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.

Quotes

Your 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 Dates

Once 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 Work

If 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 Complaints

If 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.

Payments

If 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 Completion

Should 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%
b) Attend controlled escapes within two hours; 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