Section 1: Individual standards – our performance

Category Regulation Subcategory Cases where the regulation applied (number) Breaches (number) Exempt breaches under Regulation 9 (number)
Gas (domestic)

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

3

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Gas appointments

Cases where the regulation applied (number)

53,474
1,536

Breaches (number)

0
Gas (domestic)

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

4

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Faulty gas meters
133

Cases where the regulation applied (number)

Breaches (number)

24

Exempt breaches under Regulation 9 (number)

12
Gas (domestic)

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

5

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Faulty gas prepayment meters
5,613

Cases where the regulation applied (number)

111

Breaches (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

0

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Gas (domestic)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

6

Subcategory

Cases where the regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Gas reconnections

Cases where regulation applied (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

0

Breaches (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

0

Exempt breaches under Regulation 9 (number)

Category

Category

Category

Category

Category

Category

Category

Category

0

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Electricity (domestic)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

3

Subcategory

Cases where the regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Electricity appointments

Cases where regulation applied (number)

Breaches (number)

73,085             

Breaches (number)

Exempt breaches under Regulation 9 (number)

2,824             

Exempt breaches under Regulation 9 (number)

Category

2

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Electricity (domestic)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

4

Subcategory

Cases where the regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Faulty electricity meters

Cases where regulation applied (number)

Breaches (number)

336             

Breaches (number)

33

Exempt breaches under Regulation 9 (number)

16

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Electricity (domestic)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

5

Subcategory

Cases where the regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Faulty electricity prepayment meters

Cases where regulation applied (number)

Breaches (number)

2,824             

Breaches (number)

65

Exempt breaches under Regulation 9 (number)

Category

Category

Category

Category

Category

Category

Category

Category

0

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Electricity (domestic)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

6

Subcategory

Cases where the regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Electricity reconnections

Cases where regulation applied (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

0

Breaches (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

0

Exempt breaches under Regulation 9 (number)

Category

Category

Category

Category

Category

Category

Category

Category

0

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Gas (micro-business)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

3

Subcategory

Cases where the regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Gas appointments

Cases where regulation applied (number)

Breaches (number)

895             

Breaches (number)

Exempt breaches under Regulation 9 (number)

263             

Exempt breaches under Regulation 9 (number)

Category

0

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Electricity (micro-business)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

3

Subcategory

Cases where the regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Electricity appointments

Cases where regulation applied (number)

Breaches (number)

1,401

Breaches (number)

Exempt breaches under Regulation 9 (number)

169

Exempt breaches under Regulation 9 (number)

44

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

All gas and electricity (domestic and micro-business)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

8 (3) (a)

Subcategory

Cases where the regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Number of additional standard payments

Cases where regulation applied (number)

Breaches (number)

0

Breaches (number)

659

Exempt breaches under Regulation 9 (number)

Category

0

Category

Category Regulation Subcategory Cases where the regulation applied (number) Breaches (number) Exempt breaches under Regulation 9 (number)
Gas (domestic)

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

3

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Gas appointments
26,470
200 1
Gas (domestic)

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

4

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Faulty gas meters
99 2 2
Gas (domestic)

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

5

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Faulty gas prepayment meters
4,034 68

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

0

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Gas (domestic)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

6

Subcategory

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Gas reconnections

Cases where regulation applied (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

0

Breaches (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

0

Exempt breaches under Regulation 9 (number)

Category

Category

Category

Category

Category

Category

Category

0

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Electricity (domestic)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

3

Subcategory

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Electricity appointments

Cases where regulation applied (number)

35,755

Breaches (number)

257

Exempt breaches under Regulation 9 (number)

2

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Electricity (domestic)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

4

Subcategory

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Faulty electricity meters

Cases where regulation applied (number)

419

Breaches (number)

1

Exempt breaches under Regulation 9 (number)

0

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Electricity (domestic)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

5

Subcategory

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Faulty electricity prepayment meters

Cases where regulation applied (number)

1,571

Breaches (number)

50

Exempt breaches under Regulation 9 (number)

Category

Category

Category

Category

Category

Category

Category

0

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Electricity (domestic)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

6

Subcategory

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Electricity reconnections

Cases where regulation applied (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

0

Breaches (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

0

Exempt breaches under Regulation 9 (number)

Category

Category

Category

Category

Category

Category

Category

0

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Gas (micro-business)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

3

Subcategory

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Gas appointments

Cases where regulation applied (number)

940

Breaches (number)

106

Exempt breaches under Regulation 9 (number)

0

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Electricity (micro-business)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

3

Subcategory

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Electricity appointments

Cases where regulation applied (number)

1,330

Breaches (number)

117

Exempt breaches under Regulation 9 (number)

76

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

All gas and electricity (domestic and micro-business)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

8 (3) (a)

Subcategory

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Number of additional standard payments

Cases where regulation applied (number)

0

Breaches (number)

36

Exempt breaches under Regulation 9 (number)

0

Category

Category Regulation Subcategory Cases where regulation applied (number) Breaches (number) Exempt breaches under Regulation 9 (number)
Gas (domestic)

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

3

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Gas appointments

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

7,518
5,973

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

5,949

Exempt breaches under Regulation 9 (number)

Gas (domestic)

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

4

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Faulty gas meters
58

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Breaches (number)

Breaches (number)

4
2
Gas (domestic)

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

5

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Faulty gas prepayment meters
2,995

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Breaches (number)

Breaches (number)

18

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

0

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Gas (domestic)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

6

Subcategory

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Gas reconnections

Cases where regulation applied (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

0

Breaches (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

0

Exempt breaches under Regulation 9 (number)

Category

Category

Category

Category

Category

Category

Category

0

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Electricity (domestic)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

3

Subcategory

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Electricity appointments

Cases where regulation applied (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

10,240             

Breaches (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

8,019             

Exempt breaches under Regulation 9 (number)

Category

8,010             

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Electricity (domestic)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

4

Subcategory

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Faulty electricity meters

Cases where regulation applied (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

177             

Breaches (number)

12

Exempt breaches under Regulation 9 (number)

11

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Electricity (domestic)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

5

Subcategory

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Faulty electricity prepayment meters

Cases where regulation applied (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

1,018             

Breaches (number)

10

Exempt breaches under Regulation 9 (number)

Category

Category

Category

Category

Category

Category

Category

0

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Electricity (domestic)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

6

Subcategory

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Electricity reconnections

Cases where regulation applied (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

0

Breaches (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

0

Exempt breaches under Regulation 9 (number)

Category

Category

Category

Category

Category

Category

Category

0

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Gas (micro-business)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

3

Subcategory

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Gas appointments

Cases where regulation applied (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

10             

Breaches (number)

1

Exempt breaches under Regulation 9 (number)

1

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Electricity (micro-business)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

3

Subcategory

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Electricity appointments

Cases where regulation applied (number)

Breaches (number)

298             

Breaches (number)

113

Exempt breaches under Regulation 9 (number)

110

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

All gas and electricity (domestic and micro-business)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

8 (3) (a)

Subcategory

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Number of additional standard payments

Cases where regulation applied (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

0

Breaches (number)

13

Exempt breaches under Regulation 9 (number)

Category

Category

Category

Category

Category

Category

Category

0

Category

Category Regulation Subcategory Cases where regulation applied (number) Breaches (number) Exempt breaches under Regulation 9 (number)
Gas (domestic)

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

3

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Gas appointments

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

102,846

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

7,745
3,212
Gas (domestic)

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

4

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Faulty gas meters

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

184

Breaches (number)

43
32
Gas (domestic)

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

5

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Faulty gas prepayment meters

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

8,423

Breaches (number)

141

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

0

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Gas (domestic)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

6

Subcategory

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Gas reconnections

Cases where regulation applied (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

0

Breaches (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

0

Exempt breaches under Regulation 9 (number)

Category

Category

Category

Category

Category

Category

0

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Electricity (domestic)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

3

Subcategory

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Electricity appointments

Cases where regulation applied (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

137,387

Breaches (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

19,166

Exempt breaches under Regulation 9 (number)

10,238

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Electricity (domestic)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

4

Subcategory

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Faulty electricity meters

Cases where regulation applied (number)

Breaches (number)

Breaches (number)

Breaches (number)

525

Breaches (number)

Exempt breaches under Regulation 9 (number)

70

Exempt breaches under Regulation 9 (number)

55

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Electricity (domestic)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

5

Subcategory

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Faulty electricity prepayment meters

Cases where regulation applied (number)

Breaches (number)

Breaches (number)

Breaches (number)

2,767

Breaches (number)

Exempt breaches under Regulation 9 (number)

24

Exempt breaches under Regulation 9 (number)

Category

Category

Category

Category

Category

Category

0

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Electricity (domestic)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

6

Subcategory

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Electricity reconnections

Cases where regulation applied (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

0

Breaches (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

0

Exempt breaches under Regulation 9 (number)

Category

Category

Category

Category

Category

Category

0

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Gas (micro-business)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

3

Subcategory

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Gas appointments

Cases where regulation applied (number)

Breaches (number)

Breaches (number)

Breaches (number)

895

Breaches (number)

294

Exempt breaches under Regulation 9 (number)

Category

Category

Category

30

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Electricity (micro-business)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

3

Subcategory

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Electricity appointments

Cases where regulation applied (number)

2,628

Breaches (number)

Exempt breaches under Regulation 9 (number)

606

Exempt breaches under Regulation 9 (number)

345

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

All gas and electricity (domestic and micro-business)

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

8 (3) (a)

Subcategory

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

Number of additional standard payments

Cases where regulation applied (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

0

Breaches (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

427

Exempt breaches under Regulation 9 (number)

Category

Category

Category

Category

Category

Category

0

Category

Section 2: What we pay domestic customers as a result of breaching the rules governing appointments

What we paid from quarter 1 2020 to quarter 4 2020

We pay each of our domestic customers £30 for each breach of the rules governing appointments.