We have standards

We have standards for our customers so you’ll always know how quickly we’ll meet appointments or fix meters if they go wrong. We’ll come to your home at a time to suit you wherever possible.

We can’t control the weather but we can tell you about the timeframes within which local networks are required to restore your supply following a power cut or be liable to compensate you for the inconvenience.

You can download a copy of our standards here

We have standards for our customers so you’ll always know how quickly we’ll meet appointments or fix meters if they go wrong. We’ll come to your home at a time to suit you wherever possible.

We can’t control the weather but we can tell you about the timeframes within which local networks are required to restore your supply following a power cut or be liable to compensate you for the inconvenience.

 

Guaranteed Standards of Service

Bristol Energy will always strive to provide an excellent, fair and transparent service. Under the terms of our licences there are certain standards we are required to meet and this document will outline those for you.

The two sets of standards are; Guaranteed Standards, where you are entitled to set levels of compensation if those standards are not met, and Overall Standards, which are used to measure our overall service performance.

As well as telling you about the standards that Bristol Energy has to meet, we are also required to inform you of the Guaranteed Standards of Performance that need to be met by your local Electricity Network Operator as well as the Guaranteed and Overall Standards of Performance that apply to your local Gas Transporter. These will be different companies depending on where you live and are responsible for maintaining the provision of energy to parts of the UK

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.

Account Enquiries (Electricity Only)

If: i) you have a query about the accuracy of your electricity bill, and/or ii) you want to change the way you pay for your electricity and we are unable to agree to this, and/or iii) you have a query as to whether or not you are eligible for a compensation payment under our Guaranteed Standards of Service obligation, we will respond to your query within five working days. If we tell you in our response that a payment is due, we will make the payment within five working days from the date of that response.

If we do not respond or make the Guaranteed Standards of Performance compensation payment (where you are eligible for one) within these timescales, we will pay you £30 (this applies to both domestic and business customers).

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. As this is Bristol Energy’s first year of operation (to December 2016, our Success Rates in relation to the Overall Standards of Service will be updated once we have 12 months of data in relation to our performance against each target.

Our Overall Standards of Service

Our activity Our targets
Restoring a Supply

If we cut off your electricity and/or gas supply because you have not paid us, we should restore it within 24 hours if you pay what you owe or agree a payment plan with us.

Target: 100%, Success Rate: N/A

Moving a Meter

If you ask us to move your meter, we should do this within 15 working days of receiving your request, provided you meet any conditions of moving the meter, such as paying any charges due should you not be eligible to have this done free of charge.

Target: 100%, Success Rate: N/A

Changing a Meter

If you are changing the way you pay and need a new meter to do this, where we agree to this, we should fit a replacement within 10 working days.

Target: 100%, Success Rate: N/A

If you report a fault with your prepayment meter we should arrange a visit to repair or replace it:  
Within three hours (electricity prepayment meters) or 4 hours (gas prepayment meters) on working days; Target: 98%, Success Rate: N/A
Within four hours (electricity prepayment meters and gas prepayment meters) on non-working days. Target: 95%, Success Rate: N/A
This overall standard reflects the guaranteed standard above but tracks our performance against the overall standard target.   

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