Guaranteed Standards of Performance - How we're doing

Our latest report is for the first quarter of 2018 (1st January to 31st March) for our residential customers, as well as the customers we have through our partnership brand Sainsbury’s Energy.

We keep our appointments

When we come out to work on your gas or electricity, you can choose a four-hour window for our arrival. We can even offer you a two-hour window, if requested, so it doesn’t take up your whole day. All appointments are offered on a working day and during working hours.

Gas appointments

Q2 2017

Reporting period

Q2 2017

Cases

316,809

Breaches

11,725

Exempt breaches

0

Net breaches

11,725

Net breaches as a proportion of cases

3.70%

Percentage increase/decrease in net breaches from previous quarters

0.20%

Q3 2017

Reporting period

Q3 2017

Cases

340,363

Breaches

11,459

Exempt breaches

0

Net breaches

11,459

Net breaches as a proportion of cases

3.37%

Percentage increase/decrease in net breaches from previous quarters

-0.33%

Q4 2017

Reporting period

Q4 2017

Cases

314,500

Breaches

11,246

Exempt breaches

0

Net breaches

11,246

Net breaches as a proportion of cases

3.58%

Percentage increase/decrease in net breaches from previous quarters

0.21%

Q1 2018

Reporting period

Q1 2018

Cases

314,836

Breaches

17,012

Exempt breaches

0

Net breaches

17,012

Net breaches as a proportion of cases

5.40%

Percentage increase/decrease in net breaches from previous quarters

1.83%

Electricity appointments

Q2 2017

Reporting period

Q2 2017

Cases

291,227

Breaches

24,551

Exempt breaches

0

Net breaches

24,551

Net breaches as a proportion of cases

8.43%

Percentage increase/decrease in net breaches from previous quarters

1.61%

Q3 2017

Reporting period

Q3 2017

Cases

306,643

Breaches

23,059

Exempt breaches

0

Net breaches

23,059

Net breaches as a proportion of cases

7.52%

Percentage increase/decrease in net breaches from previous quarters

-0.91%

Q4 2017

Reporting period

Q4 2017

Cases

281,531

Breaches

22,607

Exempt breaches

0

Net breaches

22,607

Net breaches as a proportion of cases

8.03%

Percentage increase/decrease in net breaches from previous quarters

0.51%

Q1 2018

Reporting period

Q1 2018

Cases

287,427

Breaches

31,520

Exempt breaches

0

Net breaches

31,520

Net breaches as a proportion of cases

10.97%

Percentage increase/decrease in net breaches from previous quarters

2.94%

Fixing your standard meter

If you consider that your gas or electricity meter is not working correctly, we will complete an initial assessment within five working days and take the appropriate action to ensure your meter is working correctly.

Faulty standard Gas meters

Q2 2017

Reporting period

Q2 2017

Cases

190

Breaches

21

Exempt breaches

0

Net breaches

21

Net breaches as a proportion of cases

11.05%

Percentage increase/decrease in net breaches from previous quarters

2.99%

Q3 2017

Reporting period

Q3 2017

Cases

113

Breaches

13

Exempt breaches

0

Net breaches

13

Net breaches as a proportion of cases

11.50%

Percentage increase/decrease in net breaches from previous quarters

0.45%

Q4 2017

Reporting period

Q4 2017

Cases

59

Breaches

5

Exempt breaches

0

Net breaches

5

Net breaches as a proportion of cases

8.47%

Percentage increase/decrease in net breaches from previous quarters

-3.03%

Q1 2018

Reporting period

Q1 2018

Cases

127

Breaches

9

Exempt breaches

0

Net breaches

9

Net breaches as a proportion of cases

7.09%

Percentage increase/decrease in net breaches from previous quarters

-1.39%

Faulty standard Electricity meters

Q2 2017

Reporting period

Q2 2017

Cases

581

Breaches

75

Exempt breaches

0

Net breaches

75

Net breaches as a proportion of cases

12.91%

Percentage increase/decrease in net breaches from previous quarters

5.85%

Q3 2017

Reporting period

Q3 2017

Cases

422

Breaches

71

Exempt breaches

0

Net breaches

71

Net breaches as a proportion of cases

16.82%

Percentage increase/decrease in net breaches from previous quarters

3.92%

Q4 2017

Reporting period

Q4 2017

Cases

351

Breaches

56

Exempt breaches

0

Net breaches

56

Net breaches as a proportion of cases

15.95%

Percentage increase/decrease in net breaches from previous quarters

-0.87%

Q1 2018

Reporting period

Q1 2018

Cases

361

Breaches

50

Exempt breaches

0

Net breaches

50

Net breaches as a proportion of cases

13.85%

Percentage increase/decrease in net breaches from previous quarters

-2.10%

Fixing your Pay As You Go meter

If your gas or electricity supply has stopped because your Pay As You Go meter is broken, we’ll be there to fix it within three hours on a working day, or four hours on any other day.

Faulty Gas Pay As You Go meters

Q2 2017

Reporting period

Q2 2017

Cases

19,192

Breaches

517

Exempt breaches

0

Net breaches

517

Net breaches as a proportion of cases

2.69%

Percentage increase/decrease in net breaches from previous quarters

-0.31%

Q3 2017

Reporting period

Q3 2017

Cases

19,353

Breaches

536

Exempt breaches

0

Net breaches

536

Net breaches as a proportion of cases

2.77%

Percentage increase/decrease in net breaches from previous quarters

0.08%

Q4 2017

Reporting period

Q4 2017

Cases

30,627

Breaches

940

Exempt breaches

0

Net breaches

940

Net breaches as a proportion of cases

3.07%

Percentage increase/decrease in net breaches from previous quarters

0.30%

Q1 2018

Reporting period

Q1 2018

Cases

28,949

Breaches

777

Exempt breaches

0

Net breaches

777

Net breaches as a proportion of cases

2.68%

Percentage increase/decrease in net breaches from previous quarters

-0.39%

Faulty Electricity Pay As You Go meters

Q2 2017

Reporting period

Q2 2017

Cases

5,873

Breaches

275

Exempt breaches

0

Net breaches

275

Net breaches as a proportion of cases

4.68%

Percentage increase/decrease in net breaches from previous quarters

-0.54%

Q3 2017

Reporting period

Q3 2017

Cases

6,116

Breaches

248

Exempt breaches

0

Net breaches

248

Net breaches as a proportion of cases

4.05%

Percentage increase/decrease in net breaches from previous quarters

-0.63%

Q4 2017

Reporting period

Q4 2017

Cases

6,079

Breaches

304

Exempt breaches

0

Net breaches

304

Net breaches as a proportion of cases

5.00%

Percentage increase/decrease in net breaches from previous quarters

0.95%

Q1 2018

Reporting period

Q1 2018

Cases

6,060

Breaches

288

Exempt breaches

0

Net breaches

288

Net breaches as a proportion of cases

4.75%

Percentage increase/decrease in net breaches from previous quarters

-0.25%

Reconnecting a supply

When your supply has been disconnected for non payment, we’ll reconnect you within 24 hours after your reconnection is agreed. This is subject to you keeping to our terms.

Gas reconnections

Q2 2017

Reporting period

Q2 2017

Cases

0

Breaches

0

Exempt breaches

0

Net breaches

0

Net breaches as a proportion of cases

0

Percentage increase/decrease in net breaches from previous quarters

n/a

Q3 2017

Reporting period

Q3 2017

Cases

0

Breaches

0

Exempt breaches

0

Net breaches

0

Net breaches as a proportion of cases

0

Percentage increase/decrease in net breaches from previous quarters

n/a

Q4 2017

Reporting period

Q4 2017

Cases

0

Breaches

0

Exempt breaches

0

Net breaches

0

Net breaches as a proportion of cases

0

Percentage increase/decrease in net breaches from previous quarters

n/a

Q1 2018

Reporting period

Q1 2018

Cases

0

Breaches

0

Exempt breaches

0

Net breaches

0

Net breaches as a proportion of cases

0

Percentage increase/decrease in net breaches from previous quarters

n/a

Electricity reconnections

Q2 2017

Reporting period

Q2 2017

Cases

0

Breaches

0

Exempt breaches

0

Net breaches

0

Net breaches as a proportion of cases

0

Percentage increase/decrease in net breaches from previous quarters

n/a

Q3 2017

Reporting period

Q3 2017

Cases

0

Breaches

0

Exempt breaches

0

Net breaches

0

Net breaches as a proportion of cases

0

Percentage increase/decrease in net breaches from previous quarters

n/a

Q4 2017

Reporting period

Q4 2017

Cases

0

Breaches

0

Exempt breaches

0

Net breaches

0

Net breaches as a proportion of cases

0

Percentage increase/decrease in net breaches from previous quarters

n/a

Q1 2018

Reporting period

Q1 2018

Cases

0

Breaches

0

Exempt breaches

0

Net breaches

0

Net breaches as a proportion of cases

0

Percentage increase/decrease in net breaches from previous quarters

n/a

Overview of compensation payments made so far in 2018

Gas payments

Appointments

£510,360

Faulty standard meters

£270

Faulty Pay As You Go meters

£23,310

Reconnections

£0

Additional payments

£2,520

Electricity payments

Appointments

£945,600

Faulty standard meters

£1,500

Faulty Pay As You Go meters

£8,640

Reconnections

£0

Additional payments

£15,450

What is a 'working day'?

A working day is any day from Monday to Friday that doesn't fall on a bank holiday.

What are 'working hours'?

Working hours are between 8am and 8pm on a working day and between 9am and 5pm on any other day.