Standards of Performance

 

Ofgem’s Standards of Performance offer micro businesses certain guarantees if we miss or cancel an appointment with less than one working day’s notice.

When do the Standards of Performance apply?

If you're a micro business we may have to compensate you if we:

  • Miss or arrive late at a booked appointment
  • Give you less than one day’s notice to re-book
  • Don't offer a four-hour appointment slot
  • Don't send a skilled engineer

Booked appointments could be any of the following: 

  • When we or our agents need access to your business site
  • When you ask us, as your business gas or electricity supplier, to come to your business site for us to carry out work
  • Smart meter installations and pre-installation appointments

What to do when Standards of Performance have not been met

If it's a missed appointment, contact your installation partner to reschedule.

To claim compensation, the first thing you need to do is raise a complaint. In the complaint, tell us:

  • You're a micro business
  • You’re complaining about a booked appointment
  • You’re seeking compensation


This should comply with Ofgem's Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015.

Compensation

Once we’ve determined whether the Standards of Performance apply to you, we’ll credit your business energy account with £30 within 10 working days. We’ll send you a letter to confirm we’ve credited your account.

If we miss the 10 working days timescale, we’ll need to compensate you with another £30 within another 10 working days.

When Standards of Performance DON’T apply

  • If you're not a micro business
  • If you cancel the booked appointment
  • If we rearrange or cancel a booked appointment with more than one day's notice
  • If something beyond our control stops us from attending, such as severe weather conditions. If this happens, we’ll contact you as soon as we can to reschedule your appointment
  • If we're looking into a genuine dispute, such as a failed installation. This could take longer than 10 days and, in such circumstances, the additional £30 compensation wouldn't apply
  • If the booked appointment was about something other than your business gas or electricity supply, such as energy efficiency measures


If you're not a micro business and are unhappy with your experience, please raise a complaint.

Fair billing of micro businesses

Back billing occurs when a bill is created to cover the amount owed by a customer who has been undercharged by a supplier.

This can cause particular problems for micro businesses. To help ease the problems, we’ve signed up to Energy UK's voluntary standards for the back billing of micro businesses. Our commitment to fair billing means we’ll:

  • Help protect you from large and unexpected bills by limiting how far back we charge for gas and electricity
  • Get any back billing right first time by providing one accurate bill for any outstanding amounts
  • Make it easy for you to make and send meter readings, and to keep in touch if you move business premises
  • Support you with expert advice
  • Offer fair and transparent payment plans if you need help paying the amount owed
  • Keep you up to date with our performance against our fair billing commitment
  • Offer a complaints procedure

Find out more about our commitment and back billing limit on our dedicated page:

How to avoid back billing

There are a number of steps you can take to avoid having to deal with back billing.

  • Tell your supplier when you're moving premises
  • Give actual meter reads to avoid estimated reads
  • Tell your supplier if there's a change at your business site – for example, if you extend your operating hours
  • Maintain up to date contact details, so suppliers can keep in touch
  • Install a business smart meter

 

Guaranteed Standards of Performance (GSOP)

Please note that Ofgem’s Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015 has replaced the Guaranteed Standards of Performance (GSOP).