Guaranteed Standards of Performance - How we're doing
Our latest report is for the fourth quarter of 2021 (1st October to 31st December) for our residential customers.
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.
| Reporting period | Cases | Breaches | Exempt breaches | Net breaches | Net breaches as a proportion of cases | Percentage increase/decrease in net breaches from previous quarters |
|---|---|---|---|---|---|---|
| Q1 2021 | 71,637 | 1,104 | 0 | 1,104 | 1.54% | 1.7% |
| Q2 2021 | 171,145 | 6,204 | 0 | 6,204 | 3.62% | 2.08% |
| Q3 2021 | 168,130 | 6,169 | 0 | 6,169 | 3.67% | 0.05% |
| Q4 2021 | 162,720 | 6,232 | 0 | 6,232 | 3.83% | 0.16% |
| Reporting period | Cases | Breaches | Exempt breaches | Net breaches | Net breaches as a proportion of cases | Percentage increase/decrease in net breaches from previous quarters |
|---|---|---|---|---|---|---|
| Q1 2021 | 58,496 | 1,002 | 0 | 1,002 | 1.71% | -2.18% |
| Q2 2021 | 142,721 | 5,845 | 0 | 5,845 | 4.10% | 2.39% |
| Q3 2021 | 144,214 | 6,579 | 0 | 6,579 | 4.56% | 0.46% |
| Q4 2021 | 140,460 | 6,443 | 0 | 6,443 | 4.59% | 0.03% |
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.
| Reporting period | Cases | Breaches | Exempt breaches | Net breaches | Net breaches as a proportion of cases | Percentage increase/decrease in net breaches from previous quarters |
|---|---|---|---|---|---|---|
| Q1 2021 | 112 | 6 | 0 | 6 | 5.36% | 4.11% |
| Q2 2021 | 148 | 6 | 0 | 6 | 4.05% | -1.31% |
| Q3 2021 | 148 | 7 | 0 | 7 | 4.73% | 0.68% |
| Q4 2021 | 177 | 7 | 0 | 7 | 3.95% | -0.78% |
| Reporting period | Cases | Breaches | Exempt breaches | Net breaches | Net breaches as a proportion of cases | Percentage increase/decrease in net breaches from previous quarters |
|---|---|---|---|---|---|---|
| Q1 2021 | 260 | 13 | 0 | 13 | 5.00% | -2.46% |
| Q2 2021 | 76 | 3 | 0 | 3 | 3.95% | -1.05% |
| Q3 2021 | 749 | 68 | 0 | 0 | 9.08% | 5.13% |
| Q4 2021 | 586 | 61 | 0 | 0 | 10.41% | 1.33% |
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.
| Reporting period | Cases | Breaches | Exempt breaches | Net breaches | Net breaches as a proportion of cases | Percentage increase/decrease in net breaches from previous quarters |
|---|---|---|---|---|---|---|
| Q1 2021 | 17,520 | 198 | 0 | 198 | 1.13% | -3.42% |
| Q2 2021 | 11,780 | 580 | 0 | 580 | 4.92% | 3.79% |
| Q3 2021 | 10,205 | 469 | 0 | 469 | 4.60% | -0.32% |
| Q4 2021 | 22,702 | 1,389 | 0 | 1,389 | 6.12% | 6.08% |
| Reporting period | Cases | Breaches | Exempt breaches | Net breaches | Net breaches as a proportion of cases | Percentage increase/decrease in net breaches from previous quarters |
|---|---|---|---|---|---|---|
| Q1 2021 | 7,315 | 69 | 0 | 69 | 0.94% | -4.46% |
| Q2 2021 | 7,562 | 407 | 0 | 407 | 5.38% | 4.44% |
| Q3 2021 | 7,903 | 458 | 0 | 458 | 5.80% | 0.42% |
| Q4 2021 | 8,574 | 597 | 0 | 597 | 6.96% | 4.16% |
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.
| Reporting period | Cases | Breaches | Exempt breaches | Net breaches | Net breaches as a proportion of cases | Percentage increase/decrease in net breaches from previous quarters |
|---|---|---|---|---|---|---|
| Q1 2021 | 0 | 0 | 0 | 0 | 0 | 0% |
| Q2 2021 | 0 | 0 | 0 | 0 | 0 | 0% |
| Q3 2021 | 2 | 2 | 0 | 2 | 100% | 100% |
| Q4 2021 | 1 | 1 | 0 | 1 | 100% | 0% |
| Reporting period | Cases | Breaches | Exempt breaches | Net breaches | Net breaches as a proportion of cases | Percentage increase/decrease in net breaches from previous quarters |
|---|---|---|---|---|---|---|
| Q1 2021 | 0 | 0 | 0 | 0 | 0 | 0% |
| Q2 2021 | 0 | 0 | 0 | 0 | 0 | 0% |
| Q3 2021 | 0 | 0 | 0 | 0 | 0 | 0% |
| Q4 2021 | 496 | 53 | 0 | 53 | 10.69% | 10.69% |
Overview of compensation payments made so far in 2021
| Types of compensation | Gas payments | Electricity payments | Other payments |
|---|---|---|---|
| Appointments | £186,960 | £193,290 | £0 |
| Faulty standard meters | £210 | £1,830 | £0 |
| Faulty Pay As You Go meters | £41,670 | £17,910 | £0 |
| Reconnections | £30 | £1,590 | £0 |
| Additional payments | £0 | £0 | £90 |
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.