Guaranteed Standards of Performance

As an energy supplier, there are certain standards that we’re required to meet for some services that we provide to our customers.  These are set by Ofgem and are called the Guaranteed Standards of Performance.  We’re also required to let you know about similar standards which your local Electricity Network Operator and local Gas Network Operator are required to meet.

Acceptable Meters

We are only able to support SMART meters where

  1. The Meter Type is S1
  2. The Profile Class is either 01 or 02
  3. The Meter Serial Number must have the letter P as the 3rd character (e.g. 17P5006618)

We are unable to support related meters.

We are only able to support Traditional meters where

  1. The Meter Type is K or N
  2. The Profile Class is either 01 or 02

We are unable to support related meters

**"K" stands for prepayment - key and card to credit the meters.  "N" stands for credit (usually paid via a Direct Debit Monthly). We encourage customers to check the meter types with us so we can ensure they are compatible on supply.

***01 is a single rate meter (you only have a single unit rate day to day). 02 is an economy 7 meter (which means two rates, day and night). This is usually the case for customers who have immersion heaters within the property.

Appointments

There may be times when we need to visit your home to read your meter or carry out our obligations under our supply licence.  However, you can always ask us to visit your home for any reason related to the service we provide to you.

We’ll always try to arrange all appointments as quickly as possible, usually 2 weeks or so from when we originally discussed this with you.  We’ll always try to offer you an appointment at a time which is convenient for you.

Appointments will always take place during normal working hours (9am to 5pm Monday to Friday) and we’ll keep to the agreed appointment time unless you’ve asked us to cancel or re-arrange the appointment or we’ve asked to re-arrange it and you’ve agreed to this new appointment time.

Anyone that we send to your home will be suitably qualified to carry out the task for which they have been sent.

If we don’t carry out the appointment at the time that we’ve agreed, we’ll pay you £30 within 10 working days.  If we don’t make this payment within 10 working days, we’ll pay you an extra £30 within a further 10 working days.  Payments will be made as a credit to your account unless you and we agree otherwise.

 

Meter Faults (Non Prepayment Meters)

If you believe that your electricity meter or gas meter isn’t working properly or that it isn’t correctly recording the amount of energy used at your home, please let us know.  Once you’ve told us about this (and where the meter is not a prepayment meter), within 5 working days of your telling us, we’ll check that it’s working properly and correctly recording your energy usage.

If we find a problem with the meter, we’ll make sure that you’re supplied with energy through a properly working meter which is correctly recording the energy usage at the property.  We’ll also offer to confirm this in writing along with an estimate of how long we think it will take to do this.

If we don’t do any of these things, we’ll pay you £30 within 10 working days.  If we don’t make this payment within 10 working days, we’ll pay you an extra £30 within a further 10 working days.  Payments will be made as a credit to your account unless you and we agree otherwise.

 

Prepayment Meter Faults

If you believe that your electricity prepayment meter or your gas prepayment meter isn’t working properly (and this isn’t due to self-disconnection caused by the prepayment meter running out of credit), please let us know.  Once you’ve told us about this we’ll visit your home within 3 hours of your telling us (or within 4 hours on a weekend or a Bank Holiday) to find out if we can repair it.  If this isn’t possible we’ll replace it.

If you tell us about this problem outside the hours of 8am to 8pm Monday to Friday or outside the hours of 9am to 4pm on a Saturday, the 3 or 4-hour timescale for us to visit your home will begin from the start of the next working day.

If we don’t visit you within the timescales above, we’ll pay you £30 within 10 working days.  If we don’t make this payment within 10 working days, we’ll pay you an extra £30 within a further 10 working days.  Payments will be made as a credit to your account unless you and we agree otherwise.

 

Reconnection of Supply

If we’ve disconnected the energy supply to the property due to non-payment after exhausting all the other options available to us, we’ll do everything we can to restore the supply as quickly as possible once you’ve paid us any outstanding charges along with any reasonable additional costs we’ve incurred and any security deposit that we may request.  Otherwise, we may agree a repayment plan with you for you to repay any money owed in instalments.

Once you’ve paid any outstanding money or agreed a repayment plan with us to do so, we’ll reconnect your supply within 24 hours of this.  If you do this outside normal working hours, then the 24-hour timescale for reconnection will begin from the start of the next day.

If we don’t do this, we’ll pay you £30 within 10 working days.  If we don’t make this payment within 10 working days, we’ll pay you an extra £30 within a further 10 working days.  Payments will be made as a credit to your account unless you and we agree otherwise.

 

Redirection of Payments

There may be times when your local electricity network operator or gas network operator is required to make a payment to you under their Guaranteed Performance Standards which are described below.  This payment will be made to us and we are then required to pass it on to you within 10 working days of the date that we receive it from the relevant network operator.

If we don’t do this, we’ll pay you £30 within 10 working days.  If we don’t make this payment within 10 working days, we’ll pay you an extra £30 within a further 10 working days.  Payments will be made as a credit to your account unless you and we agree otherwise.

 

Electricity Network Operator Standards of Performance

Main Fuse Failure

If the main fuse at the property fails and you tell your local electricity network operator about this between 7am and 7pm on a working day it will send someone to the property within 3 hours.  If you tell it about this on a weekend or bank holiday it will send someone to the property within 4 hours.

If it doesn’t send someone to the property within the timescales above, you’ll receive a payment of £30.

 

Rota Disconnection

In certain very unlikely situations it may be necessary for your local electricity network operator to interrupt the electricity supply to the property so that the available electricity supply can be shared on a rota basis between different areas.

If your electricity network operator needs to do this and there’s no electricity supply to the property for 24 hours or more, you may be eligible for a payment of £75 if you’re a domestic customer and £150 if you’re a non-domestic customer.

 

Multiple Supply Interruptions

If you experience at least 4 power cuts each of which last for 3 or more hours during any 12-month period (commencing on April 1 every year) you may be eligible for a payment of £75.  This is the same for both domestic and non-domestic customers.

 

Restoration of Electricity Supply in Normal Weather Conditions

If the electricity supply to the property fails during normal weather conditions due to a problem on your local electricity network, the electricity network operator will restore the electricity supply within 12 hours of becoming aware of the problem.

If your electricity network operator doesn’t do this, you’ll receive a payment of £75 if you’re a domestic customer and £150 if you’re a non-domestic customer.  Both domestic and non-domestic customers will receive an extra £35 payment for each additional 12-hour period beyond the initial 24-hour period that the electricity supply to the property isn’t restored.

If the electricity supply to the property fails during normal weather due to a single problem on your local electricity network which affects 5000 or more properties, the electricity network operator will restore the electricity supply with 24 hours of becoming aware of the problem.

If your electricity network operator doesn’t do this, you’ll receive a payment of £75 if you’re a domestic customer and £150 if you’re a non-domestic customer.  Both domestic and non-domestic customers will receive an extra £35 payment for each additional 12-hour period beyond the initial 24-hour period that the electricity supply to the property isn’t restored up to a maximum of £300 in total.

 

Restoration of Electricity Supply in Severe Weather Conditions

If the electricity supply to the property fails during severe weather conditions due to a problem on your local electricity network, it will be restored within a defined time-period depending on the number of properties affected by those severe weather conditions.  In these circumstances, the amount of time within which your electricity network operator is required to restore supply to the property varies from 24 hours to over 48 hours.

If your electricity network operator doesn’t restore the electricity supply within the prescribed time-period, both domestic and non-domestic customers will receive a payment of £70.  An extra £70 payment is due to both domestic and non-domestic customers for each additional 12-hour period beyond the prescribed time-period that the electricity supply to the property isn’t restored up to a maximum of £700 in total.

 

Notice of Planned Interruption of Electricity Supply

If your electricity network operator needs to interrupt the electricity supply to the property for whatever reason, it is required to give you at least 2 calendar days’ notice of this.

If it doesn’t do this, domestic customers will receive a payment of £30 and non-domestic customers will receive a payment of £60.

 

Voltage Complaint Investigation

If you tell your local electricity network operator that you have a problem with the voltage of your supply, it is required to visit the property within 7 calendar days or explain the problem to you in writing within 5 working days.

If it doesn’t do this, both domestic customers and non-domestic customers will receive a payment of £30.

 

Appointments

If your electricity network operator needs to visit the property, it must offer you either a morning appointment (before 1pm) or an afternoon appointment (after 12pm).  Alternately it must offer you a fixed 2-hour appointment slot if you ask for this.  If it doesn’t make or keep an appointment with you then both domestic and non-domestic customers will receive a payment of £30.

 

Failure to make payment under the Standards of Performance

If your electricity network operator doesn’t pass any of the payments due to you for not meeting any of the Standards of Performance listed above on to us within 10 calendar days (apart from the Standard for Restoration of Electricity Supply in Severe Weather Conditions, where the electricity network operator will make payment as soon as is reasonably practicable) you may be eligible for a payment of £30.

Electricity Connection Guaranteed Standards

This section sets out the guaranteed standards for metered demand and generation connection services provided by your electricity network operator, which owns the wires via which electricity is supplied to the property.  However, the electricity network operator isn’t responsible for metering or billing as this is done by your energy supplier.

This section of this document summarises the Electricity (Connection Standards of Performance) Regulations 2015 (in relation to metered demand connections) and the Direction under Distribution Licence Condition 15A (in relation to generation connections).

If your local electricity network operator doesn’t meet any of the connection guaranteed standards you’re entitled to receive a payment.

In some circumstances the guaranteed standards may not apply, including events beyond your local electricity network operator’s control, industrial action, the actions of third parties or not being able to gain access to the property.  If the electricity network operator claims any of these exemptions, it will need to show that it took all reasonable steps to prevent the circumstances occurring and to prevent failure.

These guaranteed standards also do not apply:

  1. i) Where some of the connections work is to be carried out by an independent connections provider.  Separate service standards and compensation arrangements apply for the aspects of the connections work that the electricity network operator undertakes; or
  2. ii) Where reinforcement is required due to the installation of approved equipment (such as small scale generation) at domestic premises or small businesses where no modification to the physical connection is needed and no connection charge is made.

Where a new demand connection includes the installation of a single small scale generation unit (SSEG), the relevant demand standards will apply.  Where a new demand application includes the installation of multiple SSEG generation or large scale (G59) generation, the relevant generation standards will apply.

The electricity network operator guarantees its key connection services.  These guarantees apply to new or modified connections.  However, please note that works solely associated with moving a customer’s meter are only included within the scope of “modified connections” for the purposes of Budget Estimates, Quotations and the Quotation Accuracy Scheme.

 

Provision of Budget Estimates

If you ask your local electricity network operator for a desk-top budget estimate of connection costs that doesn’t require a visit, it will give you this within the following timescales from when you have given it all the information that it needs and paid it any applicable fees.

If the required capacity of the connection is less than 1 MVA, it will give you the budget estimate within 10 working days.

If the required capacity of the connection is 1 MVA or more, it will give you the budget estimate within 20 working days.

If the electricity network operator doesn’t give you a budget estimate within these timescales, you’ll receive a payment of £85.

 

Provision of Quotations

If you ask your local electricity network operator for a quotation (a formal offer of terms) for a connection, it will give you this within the following timescales from when you have given it all the information that it needs and paid it any applicable fees.

If it doesn’t give you a quotation within these timescales it will pay you a fixed amount for each working day that it’s late in doing so.

Type of Connection Demand Timescale Generation Timescale Late Payment per Working Day
Single LV service demand connection or service alteration (including work associated with moving a meter) 5 working days - £15
Small project demand connection (domestic developments of 2-4 units requiring no LV network extension; or 1-4 units requiring LV network extension; or single premises of any kind requiring 2- or 3-phase connections, in all cases involving LV only and whole-current metering) 15 working days - £15
Other LV connections with LV works 25 working days 45 working days £65
Connections involving HV works 35 working days 65 working days £135
Connections involving EHV works 65 working days 65 working days £200

 

Quotation Accuracy Scheme

This only applies to customers asking for a quotation for a single LV 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 make a fixed payment as detailed below.  It will then provide you with a correct quotation and also refund you the amount of any overpayment you may have made.  However, if it turns out that it has undercharged you then it will require you to pay the additional amount.

Type of Connection Payment
Single LV service demand connection or alteration (including work associated with moving a meter) £335
Small-project demand connection (domestic developments of 2-4 units requiring no LV network extension; or 1-4 units requiring LV network extension; or single premises of any kind requiring 2- or 3-phase connections, in all cases involving LV only and whole-current metering) £670

 

Making Contact to Schedule Work and Completing Work for Single LV Service and Small LV Projects Demand Connection

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 7 working days to discuss dates for carrying out the works.  It may not always be possible to agree a date when it initially contacts you, for example if wayleaves or other consents are required.  Please note: works associated with moving meters aren’t covered by this standard.

If it doesn’t contact you within the above timescale, it will pay you £15 for each working day that it’s late in doing so.

Once a date is agreed to complete the works (or a phase of the works specified in the quotation), this may be varied at the customer’s request or agreement 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 haven’t been completed).  It will complete the works on the agreed date.

If it doesn’t do this, it will pay you £35 for each working day that it is late in doing so.

 

Making Contact to Schedule Work and Commencing and Completing Work for all Other LV Connections, HV and EHV Connections

Once your local electricity network operator has received your written acceptance of its quotation and you have paid the full amount quoted (or an amount for phases specified in the quotation), it will contact you to discuss dates to carry out the work.  It may not always be possible to agree dates when it initially contacts you, for example if wayleaves or other consents are required.

If it doesn’t contact you within the timescales below, it will pay you a fixed amount for each working day that it is late in doing so.

Type of Connection Timescale to Make Contact Late Payment per Working Day
Other LV connections with LV works 7 working days £65
Connections involving HV works 10 working days £135
Connections involving EHV works 15 working days £200

 

It will agree dates to commence the works, complete the works (or a phase of works specified in the quotation) and, if required, energise the supply.  These dates may be varied at the customer’s request or agreement 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 wayleave consents, if it is unable to undertake live working on its system for safety reasons or prerequisite works haven’t been completed).  It will commence on-site works, complete the on-site works and energise if required, on the agreed dates.

If it doesn’t meet an agreed date it will pay you a fixed amount for each working day that it is late in doing so.

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 Energisation Where Required
Other LV connections with LV works £25 £135 £135
Connections involving HV works £25 £200 £200
Connections involving EHV works £25 £270 £270

 

Notification of Payment under Electricity Connections Guaranteed Standards

If your local electricity network operator doesn’t meet any of the standards it will make your payment by cheque, by electronic transmission or as a credit to your connection invoice within 10 working days of the failure (for budget estimates), within 10 working days of a quotation being found to be incomplete or inaccurate (for the quotation accuracy scheme) and within 10 working days of completion of the job (for all the other standards covered by this document).

If it doesn’t make payment within the above timescales it will send you an extra payment of £65.

Any payments that you receive under the Electricity Connections Guaranteed Standards won’t prejudice your entitlement to any other remedy or action that may be open to you because of your electricity network operator’s failure.

 

Contacting Your Local Electricity Network Operator

Please find on the next page a map showing the electricity network operator for your region and details of how to contact it.

 

Area Electricity Network Operator Emergency Contact Number Website Twitter Account
North Scotland SSE Power Distribution 0800 300 999 www.ssepd.co.uk @hydroPD
Central and Southern Scotland SP Energy Networks 0800 092 9290 www.spenergynetworks.co.uk @SPEnergyNetwork
North East England Northern Powergrid 0800 668 877 www.northernpowergrid.com @Northernpowergrid
North West England Electricity North West 0800 195 4141 www.enwl.co.uk

 

@ElectricityNW
Yorkshire Northern Powergrid 0800 375 675 www.northernpowergrid.com @Northpowergrid
Merseyside, Cheshire, North Wales and North Shropshire SP Energy Networks 0800 001 5400 www.spenergynetworks.co.uk

 

@SPEnergyNetwork
East Midlands, West Midlands, South Wales and South West England Western Power Distribution 0800 6783 105 www.westernpower.co.uk @wpduk
Eastern England UK Power Networks 0800 783 8838 www.ukpowernetworks.co.uk @UKPowerNetworks
Southern England SSE Power Distribution 0800 072 7282 www.ssepd.co.uk @southernelecPD
London UK Power Networks 0800 028 0247 www.ukpowernetworks.co.uk @UKPowerNetworks
South East England UK Power Networks 0800 783 8866 www.ukpowernetworks.co.uk @UKPowerNetworks

 

 

Gas Network Operator Standards of Performance

Restoration of Gas Supply

If the gas supply to the property fails due to a problem on your local gas network, the gas network operator will restore the gas supply within 24 hours of becoming aware of the problem.

If your gas network operator doesn’t do this, you’ll receive a payment of £30 if you’re a domestic customer.  An extra payment of £30 will be due for each 24-hour period beyond the initial 24-hour period that the gas supply isn’t restored up to a maximum of £1000.

If you’re a non-domestic customer and your annual gas consumption is no more than 73,200 kWh, you’ll receive a payment of £50.  An additional payment of £50 will be due for each 24-hour period beyond the initial 24-hour period that the gas supply isn’t restored up to a maximum of £1000.

If you’re a non-domestic customer and your annual gas consumption is more than 73,200 kWh, you’re entitled to receive similar payments to those due to smaller non-domestic customers but under different arrangements.

 

Restoration of Gas Supply Following Planned Work

If your local gas network operator needs to carry out work at the property, it will restore the gas supply within 5 working days of the completion of that work.

If your gas network operator doesn’t do this, you’ll receive a payment of £50 if you’re a domestic customer.  An extra payment of £50 will be due for each period of 5 working days beyond the initial 5 working day period that the gas supply isn’t restored.

If you’re a non-domestic customer, you’ll receive a payment of £100.  An extra payment of £100 will be due for each period of 5 working days beyond the initial 5 working day period that the gas supply isn’t restored.

Provision of Heating and Cooking Facilities for Priority Domestic Customers

If you’re registered on your gas supplier’s Priority Service Register and your gas supply is interrupted, your gas network operator is required to give you alternative heating and cooking facilities within 4 hours or, if more than 250 properties are affected, within 8 hours.  If the gas supply interruption occurs between 8pm and 8am the timescales above will begin at 8am the following morning if the supply hasn’t already been restored.

If your gas network operator doesn’t do this and you contact it to make a claim within three months of the gas supply interruption, you’ll receive a payment of £24.

 

Notice of Planned Interruption of Gas Supply

If your gas network operator needs to interrupt the gas supply to the property for whatever reason, it’s required to give you at least 5 working days’ notice of this.

If your gas network operator doesn’t do this and you contact it to make a claim within three months of the gas supply interruption, you’ll receive a payment of £20 if you’re a domestic customer and £50 if you’re a non-domestic customer.

 

Response to Customer Complaints

If you make a complaint to your gas network operator, it’s required to respond to your complaint within 10 working days of receiving this.

If it’s unable to resolve the complaint without additional information or making a visit to the property, then it will give you an initial written response within 10 working days of receiving your complaint to explain the situation.  It will then give you a full response to the complaint within 20 working days of the date on which the complaint was initially made.

If the gas network operator doesn’t do any of these things, both domestic and non-domestic customers will receive a payment of £20.  An extra payment of £20 will be due for each further period of 5 working days where the complaint hasn’t been responded to up to a maximum of £100.  Compensation will still be due in the case that the 20-working day extension has been applied and the gas network operator doesn’t give you a full response to the complaint within this timeframe.

 

Contacting Your Local Gas Network Operator

If you experience a gas emergency, you should call the 24-hour National Gas Emergency line on 0800 111 999.

 

 

Contact details for your local gas network operator for non-emergency reasons can be found below.

National Grid Gas Distribution National Grid

Brick Kiln Street

Hinckley

Leicestershire

LE10 0NA

 

Tel: 0845 070 0203

Email: customersupport@uk.ngrid.com

www.nationalgrid.com

 

Northern Gas Networks Northern Gas Networks

1100 Century Way

Thorpe Park Business Park

Colton

Leeds

LS15 8TU

 

Tel: 0845 634 0508

Email: customercare@northerngas.co.uk

www.northerngasnetworks.co.uk

 

Scotland Gas Networks Scotland Gas Networks

2nd Floor

Inveralmond House

200 Dunkeld Road

Perth

PH1 3AQ

 

Tel: 0800 912 1700

Email: customer@sgn.co.uk

www.sgn.co.uk

 

Southern Gas Networks Southern Gas Networks

2nd Floor

Inveralmond House

200 Dunkeld Road

Perth

PH1 3AQ

 

Tel: 0800 912 1700

Email: customer@sgn.co.uk

www.sgn.co.uk

 

Wales and West Utilities Wales and West Utilities

Wales and West House

Spooner Close

Celtic Springs

Coedkernew

Newport

NP10 8FZ

 

Tel: 0800 912 2999

Email: enquiries@wwutilities.co.uk

www.wwutilities.co.uk

 

 

Gas Connection Guaranteed Standards

If you ask for a new connection or service alteration from your local gas network operator the following standards apply.  In addition to these standards, gas network operators are also required to achieve these standards in 90% of cases.

 

Provision of Standard Quotations (up to 275 kWh)

If you ask for a standard quotation from your local gas network operator for a new connection or an alteration to an existing connection up to and including a rate of flow of 275 kWh, it will issue this within 6 working days.

If it doesn’t do this you’ll receive a payment of £10 and an extra payment of £10 for each working day that it’s late in doing so up to a maximum of the quotation amount or £250, whichever is the lower figure.

 

 

Provision of Non-Standard Quotations (up to 275 kWh)

If you ask for a non-standard quotation from your local gas network operator for a new connection or an alteration to an existing connection exceeding a rate of flow of 275 kWh, it will issue this within 21 working days.

If it doesn’t do this you’ll receive a payment of £20 and an extra payment of £20 for each working day that it’s late in doing so up to a maximum of the quotation amount or £500, whichever is the lower figure.

 

Accuracy of Quotations

If the quotation is found to be inaccurate in accordance with your gas network operator’s published accuracy scheme, it will issue you with a correct quotation and also refund you the amount of any overpayment you may have made.  However, if it turns out that it has undercharged you then it will require you to pay the additional amount.

If this happens you’ll be paid under the compensation arrangements for the Provision of Standard or Non-Standard Quotations above (dependent on the size of the connection) until the accurate quote is issued.

 

Responses to Land Enquiries

If you ask your local gas network operator for a Land Enquiry in relation to a new connection or an alteration to an existing connection, then it will issue a response to your request within 5 working days.

If it doesn’t do this, you’ll receive a payment of £40 and an extra payment of £40 per working day until the response is given up to a maximum of £250 for connections not exceeding 275 kWh and £500 for connections exceeding 275 kWh.

 

Provision of Commencement and Substantial Completion Dates (up to 275 kWh)

Once you’ve accepted your local gas network operator’s quotation for a new connection or alteration to an existing connection up to and including a flow rate of 275 kWh and paid the full amount quoted, it will offer a planned date within 20 working days for commencement and substantial completion of this work.

If it doesn’t do this, you’ll receive a payment of £20 and an extra payment of £20 per working day until it offers you a planned date up to a maximum of the quotation amount or £250, whichever is the lower figure.

 

Provision of Commencement and Substantial Completion Dates (greater than 275 kWh)

Once you’ve accepted your local gas network operator’s quotation for a new connection or alteration to an existing connection exceeding a flow rate of 275 kWh and paid the full amount quoted, it will offer a planned date within 20 working days for commencement and substantial completion of this work.

If it doesn’t do this, you’ll receive a payment of £40 and an extra payment of £40 per working day until it offers you a planned date up to a maximum of the quotation amount or £500, whichever is the lower figure.

 

Substantial Completion by Agreed Date

Where your local gas network operator has agreed a substantial completion date for a new connection or an alteration to an existing connection it will meet that date.  However, this does not necessarily mean that gas will be available for use inside the property as the fitting of a meter, which will enable the flow of gas, must be arranged by you and your chosen gas supplier.

If your local gas network operator doesn’t meet the agreed substantial completion date, you’ll receive a payment related to the value of the contract and an additional payment per working day until the work is substantially complete up to the relevant maximum level.

 

Contract Value Payment Maximum
Not greater than £1k £20 The contract amount or £200, whichever is the lower figure
Not greater than £4k 2.5% of the contract amount or £100, whichever is the lower figure 25% of the contract amount
Not greater than £20k £100 25% of the contract amount
Not greater than £50k £100 £5k
Not greater than £100k £150 £9k

 

 

Notification and Payments under the Gas Connections Guaranteed Standards

If your local gas network operator doesn’t meet any of the standards it will make your payment by cheque, by electronic transmission or as a credit to your connection invoice within 20 working days of the payment becoming due.

If it doesn’t make payment within the above timescales it will send you an extra payment of £20.

Any payments that you receive under the Gas Connections Guaranteed Standards won’t prejudice your entitlement to any other remedy or action that may be open to you because of your gas network operator’s failure.