How we did in the first quarter of 2021

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 Regulation 3	Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Gas appointments	34,150 Cases where the regulation applied (number) Cases where the regulation applied (number)	Breaches (number) 390 Breaches (number)	2 Exempt breaches under Regulation 9 (number)
Gas (domestic)	Regulation Regulation Regulation Regulation Regulation Regulation Regulation Regulation Regulation 4	Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Faulty gas meters	Cases where the regulation applied (number) 80 Cases where the regulation applied (number)	19	6
Gas (domestic)	Regulation Regulation Regulation Regulation Regulation Regulation Regulation Regulation Regulation 5	Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Faulty gas prepayment meters	Cases where the regulation applied (number) 4,075 Cases where the regulation applied (number)	Breaches (number) 53 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) Exempt breaches under Regulation 9 (number) 0
Regulation Regulation Regulation Regulation Regulation Regulation Regulation Regulation Regulation Regulation Gas (domestic)	Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory 6 Subcategory	Cases where the regulation applied (number) 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) 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) Exempt breaches under Regulation 9 (number) 0 Exempt breaches under Regulation 9 (number)	Category Category Category Category Category Category Category Category Category 0 Category
Regulation Regulation Regulation Regulation Regulation Regulation Regulation Regulation Regulation Regulation Electricity (domestic)	Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory 3 Subcategory	Cases where the regulation applied (number) 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) Breaches (number) 47,687 Breaches (number)	Exempt breaches under Regulation 9 (number) Exempt breaches under Regulation 9 (number) 762 Exempt breaches under Regulation 9 (number)	19 Category
Regulation Regulation Regulation Regulation Regulation Regulation Regulation Regulation Regulation Regulation Electricity (domestic)	Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory 4 Subcategory	Cases where the regulation applied (number) 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) Breaches (number) 180 Breaches (number)	25 Exempt breaches under Regulation 9 (number)	Category 15 Category
Regulation Regulation Regulation Regulation Regulation Regulation Regulation Regulation Regulation Regulation Electricity (domestic)	Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory 5 Subcategory	Cases where the regulation applied (number) 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) Breaches (number) 1,255 Breaches (number)	17 Exempt breaches under Regulation 9 (number)	Category Category Category Category Category Category Category Category Category 0 Category
Regulation Regulation Regulation Regulation Regulation Regulation Regulation Regulation Regulation Regulation Electricity (domestic)	Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory 6 Subcategory	Cases where the regulation applied (number) 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) 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) Exempt breaches under Regulation 9 (number) 0 Exempt breaches under Regulation 9 (number)	Category Category Category Category Category Category Category Category Category 0 Category
Regulation Regulation Regulation Regulation Regulation Regulation Regulation Regulation Regulation Regulation Gas (micro-business)	Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory 3 Subcategory	Cases where the regulation applied (number) 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) Breaches (number) 31 Breaches (number)	6 Exempt breaches under Regulation 9 (number)	1 Category
Regulation Regulation Regulation Regulation Regulation Regulation Regulation Regulation Regulation Regulation Electricity (micro-business)	Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory Subcategory 3 Subcategory	Cases where the regulation applied (number) 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) Breaches (number) 395 Breaches (number)	80 Exempt breaches under Regulation 9 (number)	29 Category
Regulation 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 Subcategory 8 (3) (a) Subcategory	Cases where the regulation applied (number) 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) Breaches (number) 0 Breaches (number)	Exempt breaches under Regulation 9 (number) 64 Exempt breaches under Regulation 9 (number)	Category Category 0 Category

Regulation

Subcategory

Gas appointments

34,150

Cases where the regulation applied (number)

Breaches (number)

390

Breaches (number)

Exempt breaches under Regulation 9 (number)

Gas (domestic)

Regulation

Subcategory

Faulty gas meters

Cases where the regulation applied (number)

Gas (domestic)

Regulation

Subcategory

Faulty gas prepayment meters

Cases where the regulation applied (number)

4,075

Cases where the regulation applied (number)

Breaches (number)

Exempt breaches under Regulation 9 (number)

Regulation

Gas (domestic)

Subcategory

Cases where the regulation applied (number)

Cases where regulation applied (number)

Gas reconnections

Cases where regulation applied (number)

Breaches (number)

Exempt breaches under Regulation 9 (number)

Regulation

Electricity (domestic)

Subcategory

Cases where the regulation applied (number)

Cases where regulation applied (number)

Electricity appointments

Cases where regulation applied (number)

Breaches (number)

47,687

Breaches (number)

Exempt breaches under Regulation 9 (number)

762

Exempt breaches under Regulation 9 (number)

Regulation

Electricity (domestic)

Subcategory

Cases where the regulation applied (number)

Cases where regulation applied (number)

Faulty electricity meters

Cases where regulation applied (number)

Breaches (number)

180

Breaches (number)

Exempt breaches under Regulation 9 (number)

Regulation

Electricity (domestic)

Subcategory

Cases where the regulation applied (number)

Cases where regulation applied (number)

Faulty electricity prepayment meters

Cases where regulation applied (number)

Breaches (number)

1,255

Breaches (number)

Exempt breaches under Regulation 9 (number)

Regulation

Electricity (domestic)

Subcategory

Cases where the regulation applied (number)

Cases where regulation applied (number)

Electricity reconnections

Cases where regulation applied (number)

Breaches (number)

Exempt breaches under Regulation 9 (number)

Regulation

Gas (micro-business)

Subcategory

Cases where the regulation applied (number)

Cases where regulation applied (number)

Gas appointments

Cases where regulation applied (number)

Breaches (number)

Exempt breaches under Regulation 9 (number)

Regulation

Electricity (micro-business)

Subcategory

Cases where the regulation applied (number)

Cases where regulation applied (number)

Electricity appointments

Cases where regulation applied (number)

Breaches (number)

395

Breaches (number)

Exempt breaches under Regulation 9 (number)

Regulation

All gas and electricity (domestic and micro-business)

Subcategory

8 (3) (a)

Subcategory

Cases where the regulation applied (number)

Cases where regulation applied (number)

Number of additional standard payments

Cases where regulation applied (number)

Breaches (number)

Exempt breaches under Regulation 9 (number)

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

Regulation

Subcategory

Gas appointments

Cases where the regulation applied (number)

53,474

1,536

Breaches (number)

Gas (domestic)

Regulation

Subcategory

Faulty gas meters

133

Cases where the regulation applied (number)

Breaches (number)

Exempt breaches under Regulation 9 (number)

Gas (domestic)

Regulation

Subcategory

Faulty gas prepayment meters

5,613

Cases where the regulation applied (number)

111

Breaches (number)

Exempt breaches under Regulation 9 (number)

Regulation

Gas (domestic)

Subcategory

Cases where the regulation applied (number)

Cases where regulation applied (number)

Gas reconnections

Cases where regulation applied (number)

Breaches (number)

Exempt breaches under Regulation 9 (number)

Regulation

Electricity (domestic)

Subcategory

Cases where the 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)

Regulation

Electricity (domestic)

Subcategory

Cases where the regulation applied (number)

Cases where regulation applied (number)

Faulty electricity meters

Cases where regulation applied (number)

Breaches (number)

336

Breaches (number)

Exempt breaches under Regulation 9 (number)

Regulation

Electricity (domestic)

Subcategory

Cases where the regulation applied (number)

Cases where regulation applied (number)

Faulty electricity prepayment meters

Cases where regulation applied (number)

Breaches (number)

2,824

Breaches (number)

Exempt breaches under Regulation 9 (number)

Regulation

Electricity (domestic)

Subcategory

Cases where the regulation applied (number)

Cases where regulation applied (number)

Electricity reconnections

Cases where regulation applied (number)

Breaches (number)

Exempt breaches under Regulation 9 (number)

Regulation

Gas (micro-business)

Subcategory

Cases where the 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)

Regulation

Electricity (micro-business)

Subcategory

Cases where the 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)

Regulation

All gas and electricity (domestic and micro-business)

Subcategory

8 (3) (a)

Subcategory

Cases where the regulation applied (number)

Cases where regulation applied (number)

Number of additional standard payments

Cases where regulation applied (number)

Breaches (number)

659

Exempt breaches under Regulation 9 (number)

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

Regulation

Subcategory

Gas appointments

26,470

200

Gas (domestic)

Regulation

Subcategory

Faulty gas meters

Gas (domestic)

Regulation

Subcategory

Faulty gas prepayment meters

4,034

Exempt breaches under Regulation 9 (number)

Regulation

Gas (domestic)

Subcategory

Cases where regulation applied (number)

Gas reconnections

Cases where regulation applied (number)

Breaches (number)

Exempt breaches under Regulation 9 (number)

Regulation

Electricity (domestic)

Subcategory

Cases where regulation applied (number)

Electricity appointments

Cases where regulation applied (number)

35,755

Breaches (number)

257

Exempt breaches under Regulation 9 (number)

Regulation

Electricity (domestic)

Subcategory

Cases where regulation applied (number)

Faulty electricity meters

Cases where regulation applied (number)

419

Breaches (number)

Exempt breaches under Regulation 9 (number)

Regulation

Electricity (domestic)

Subcategory

Cases where regulation applied (number)

Faulty electricity prepayment meters

Cases where regulation applied (number)

1,571

Breaches (number)

Exempt breaches under Regulation 9 (number)

Regulation

Electricity (domestic)

Subcategory

Cases where regulation applied (number)

Electricity reconnections

Cases where regulation applied (number)

Breaches (number)

Exempt breaches under Regulation 9 (number)

Regulation

Gas (micro-business)

Subcategory

Cases where regulation applied (number)

Gas appointments

Cases where regulation applied (number)

940

Breaches (number)

106

Exempt breaches under Regulation 9 (number)

Regulation

Electricity (micro-business)

Subcategory

Cases where regulation applied (number)

Electricity appointments

Cases where regulation applied (number)

1,330

Breaches (number)

117

Exempt breaches under Regulation 9 (number)

Regulation

All gas and electricity (domestic and micro-business)

Subcategory

8 (3) (a)

Subcategory

Cases where regulation applied (number)

Number of additional standard payments

Cases where regulation applied (number)

Breaches (number)

Exempt breaches under Regulation 9 (number)

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

Regulation

Subcategory

Gas appointments

Cases where regulation applied (number)

7,518

5,973

Breaches (number)

5,949

Exempt breaches under Regulation 9 (number)

Gas (domestic)

Regulation

Subcategory

Faulty gas meters

Cases where regulation applied (number)

Breaches (number)

Gas (domestic)

Regulation

Subcategory

Faulty gas prepayment meters

2,995

Cases where regulation applied (number)

Breaches (number)

Exempt breaches under Regulation 9 (number)

Regulation

Gas (domestic)

Subcategory

Cases where regulation applied (number)

Gas reconnections

Cases where regulation applied (number)

Breaches (number)

Exempt breaches under Regulation 9 (number)

Regulation

Electricity (domestic)

Subcategory

Cases where regulation applied (number)

Electricity appointments

Cases where regulation applied (number)

Breaches (number)

10,240

Breaches (number)

Exempt breaches under Regulation 9 (number)

8,019

Exempt breaches under Regulation 9 (number)

Regulation

Electricity (domestic)

Subcategory

Cases where regulation applied (number)

Faulty electricity meters

Cases where regulation applied (number)

Breaches (number)

177

Breaches (number)

Exempt breaches under Regulation 9 (number)

Regulation

Electricity (domestic)

Subcategory

Cases where regulation applied (number)

Faulty electricity prepayment meters

Cases where regulation applied (number)

Breaches (number)

1,018

Breaches (number)

Exempt breaches under Regulation 9 (number)

Regulation

Electricity (domestic)

Subcategory

Cases where regulation applied (number)

Electricity reconnections

Cases where regulation applied (number)

Breaches (number)

Exempt breaches under Regulation 9 (number)

Regulation

Gas (micro-business)

Subcategory

Cases where regulation applied (number)

Gas appointments

Cases where regulation applied (number)

Breaches (number)

Exempt breaches under Regulation 9 (number)

Regulation

Electricity (micro-business)

Subcategory

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

Regulation

All gas and electricity (domestic and micro-business)

Subcategory

8 (3) (a)

Subcategory

Cases where regulation applied (number)

Number of additional standard payments

Cases where regulation applied (number)

Breaches (number)

Exempt breaches under Regulation 9 (number)

Free insulation and boiler grants

Winter boiler tips

Guaranteed standards of performance

Section 1: Individual standards – our performance

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Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Cases where the regulation applied (number)

Cases where the regulation applied (number)

Breaches (number)

Breaches (number)

Exempt breaches under Regulation 9 (number)

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Cases where the regulation applied (number)

Cases where the regulation applied (number)

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Regulation

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Subcategory

Cases where the regulation applied (number)

Cases where the regulation applied (number)

Breaches (number)

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)

Exempt breaches under Regulation 9 (number)

Regulation