Guaranteed Standards of Performance - How we're doing

That covers 1st January through to 30th September 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

Q3 2016

Reporting period

Q3 2016

Cases

358,046

Breaches

7,807

Exempt breaches

0

Net breaches

7,807

Net breaches as a proportion of cases

2.18%

Percentage increase/decrease in net breaches from previous quarters

0.11%

Q4 2016

Reporting period

Q4 2016

Cases

361,984

Breaches

8,479

Exempt breaches

0

Net breaches

8,479

Net breaches as a proportion of cases

2.34%

Percentage increase/decrease in net breaches from previous quarters

0.16%

Q1 2017

Reporting period

Q1 2017

Cases

336,424

Breaches

11,782

Exempt breaches

0

Net breaches

11,782

Net breaches as a proportion of cases

3.50%

Percentage increase/decrease in net breaches from previous quarters

1.16%

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%

Electricity appointments

Q3 2016

Reporting period

Q3 2016

Cases

289,235

Breaches

14,203

Exempt breaches

0

Net breaches

14,203

Net breaches as a proportion of cases

4.91%

Percentage increase/decrease in net breaches from previous quarters

0.20%

Q4 2016

Reporting period

Q4 2016

Cases

307,137

Breaches

18,873

Exempt breaches

0

Net breaches

18,873

Net breaches as a proportion of cases

6.14%

Percentage increase/decrease in net breaches from previous quarters

1.23%

Q1 2017

Reporting period

Q1 2017

Cases

301,354

Breaches

20,562

Exempt breaches

0

Net breaches

20,562

Net breaches as a proportion of cases

6.82%

Percentage increase/decrease in net breaches from previous quarters

0.68%

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%

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

Q3 2016

Reporting period

Q3 2016

Cases

132

Breaches

12

Exempt breaches

0

Net breaches

12

Net breaches as a proportion of cases

9.09%

Percentage increase/decrease in net breaches from previous quarters

4.59%

Q4 2016

Reporting period

Q4 2016

Cases

32

Breaches

1

Exempt breaches

0

Net breaches

1

Net breaches as a proportion of cases

3.13%

Percentage increase/decrease in net breaches from previous quarters

-5.96%

Q1 2017

Reporting period

Q1 2017

Cases

186

Breaches

15

Exempt breaches

0

Net breaches

15

Net breaches as a proportion of cases

8.06%

Percentage increase/decrease in net breaches from previous quarters

4.93%

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%

Faulty standard Electricity meters

Q3 2016

Reporting period

Q3 2016

Cases

416

Breaches

62

Exempt breaches

0

Net breaches

62

Net breaches as a proportion of cases

4.91%

Percentage increase/decrease in net breaches from previous quarters

-1.37

Q4 2016

Reporting period

Q4 2016

Cases

390

Breaches

32

Exempt breaches

0

Net breaches

32

Net breaches as a proportion of cases

8.21%

Percentage increase/decrease in net breaches from previous quarters

3.30%

Q1 2017

Reporting period

Q1 2017

Cases

567

Breaches

40

Exempt breaches

0

Net breaches

40

Net breaches as a proportion of cases

7.05%

Percentage increase/decrease in net breaches from previous quarters

-1.16%

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%

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

Q3 2016

Reporting period

Q3 2016

Cases

23,026

Breaches

697

Exempt breaches

0

Net breaches

697

Net breaches as a proportion of cases

3.03%

Percentage increase/decrease in net breaches from previous quarters

0.58%

Q4 2016

Reporting period

Q4 2016

Cases

41,337

Breaches

1,304

Exempt breaches

0

Net breaches

1,304

Net breaches as a proportion of cases

3.15%

Percentage increase/decrease in net breaches from previous quarters

0.12%

Q1 2017

Reporting period

Q1 2017

Cases

37,589

Breaches

1,129

Exempt breaches

0

Net breaches

1,129

Net breaches as a proportion of cases

3.00%

Percentage increase/decrease in net breaches from previous quarters

-0.15%

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%

Faulty Electricity Pay As You Go meters

Q3 2016

Reporting period

Q3 2016

Cases

6,624

Breaches

240

Exempt breaches

0

Net breaches

240

Net breaches as a proportion of cases

3.62%

Percentage increase/decrease in net breaches from previous quarters

0.15%

Q4 2016

Reporting period

Q4 2016

Cases

7,296

Breaches

266

Exempt breaches

0

Net breaches

266

Net breaches as a proportion of cases

3.65%

Percentage increase/decrease in net breaches from previous quarters

0.03%

Q1 2017

Reporting period

Q1 2017

Cases

7,220

Breaches

377

Exempt breaches

0

Net breaches

377

Net breaches as a proportion of cases

5.22%

Percentage increase/decrease in net breaches from previous quarters

1.57%

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%

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

Q3 2016

Reporting period

Q3 2016

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 2016

Reporting period

Q4 2016

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 2017

Reporting period

Q1 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

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

Electricity reconnections

Q3 2016

Reporting period

Q3 2016

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 2016

Reporting period

Q4 2016

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 2017

Reporting period

Q1 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

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

Overview of compensation payments made so far in 2017

Gas payments

Appointments

£705,210

Faulty standard meters

£1,080

Faulty Pay As You Go meters

£49,380

Reconnections

£0

Additional payments

£300

Electricity payments

Appointments

£1,353,390

Faulty standard meters

£3,450

Faulty Pay As You Go meters

£19,560

Reconnections

£0

Additional payments

£291,420

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.