Section 1: Individual standards – our performance

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

Regulation

Regulation

Regulation

Regulation

3

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)

80,130

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

3,449

Exempt breaches under Regulation 9 (number)

6
Gas (domestic)

Regulation

Regulation

Regulation

Regulation

4

Subcategory

Subcategory

Subcategory

Subcategory

Faulty gas meters

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

103

Breaches (number)

5

Exempt breaches under Regulation 9 (number)

2
Gas (domestic)

Regulation

Regulation

Regulation

Regulation

5

Subcategory

Subcategory

Subcategory

Subcategory

Faulty gas prepayment meters

Cases where regulation applied (number)

Cases where regulation applied (number)

Cases where regulation applied (number)

4,358

Breaches (number)

63

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

Gas (domestic)

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)

Gas reconnections

Cases where regulation applied (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)

0

Exempt breaches under Regulation 9 (number)

Category

Category

Category

Category

0

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Electricity (domestic)

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)

Electricity appointments

Cases where regulation applied (number)

Breaches (number)

Breaches (number)

Breaches (number)

100,823

Breaches (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

4,443

Exempt breaches under Regulation 9 (number)

Category

40

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Electricity (domestic)

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)

Faulty electricity meters

Cases where regulation applied (number)

Breaches (number)

373

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)

10

Exempt breaches under Regulation 9 (number)

Category

8

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Electricity (domestic)

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)

Faulty electricity prepayment meters

Cases where regulation applied (number)

Breaches (number)

3,140

Breaches (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

11

Exempt breaches under Regulation 9 (number)

Category

Category

Category

Category

0

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Electricity (domestic)

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)

Electricity reconnections

Cases where regulation applied (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)

0

Exempt breaches under Regulation 9 (number)

Category

Category

Category

Category

0

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Gas (micro-business)

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)

Gas appointments

Cases where regulation applied (number)

Breaches (number)

723

Breaches (number)

Exempt breaches under Regulation 9 (number)

95

Exempt breaches under Regulation 9 (number)

Category

20

Category

Regulation

Regulation

Regulation

Regulation

Regulation

Electricity (micro-business)

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)

Electricity appointments

Cases where regulation applied (number)

Breaches (number)

3,682

Breaches (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

785

Exempt breaches under Regulation 9 (number)

Category

478

Category

Regulation

Regulation

Regulation

Regulation

Regulation

All gas and electricity (domestic and micro-business)

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)

Number of additional standard payments

Cases where regulation applied (number)

Breaches (number)

Breaches (number)

Breaches (number)

Breaches (number)

0

Breaches (number)

Exempt breaches under Regulation 9 (number)

1,331

Exempt breaches under Regulation 9 (number)

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

3

Subcategory

Gas appointments

Cases where regulation applied (number)

69,522

Breaches (number)

2,295
5
Gas (domestic)

Regulation

4

Subcategory

Faulty gas meters
106 9 5
Gas (domestic)

Regulation

5

Subcategory

Faulty gas prepayment meters
4,235 45

Exempt breaches under Regulation 9 (number)

0

Regulation

Regulation

Gas (domestic)

Subcategory

6

Subcategory

Cases where regulation applied (number)

Gas reconnections

Cases where regulation applied (number)

Breaches (number)

0

Breaches (number)

Exempt breaches under Regulation 9 (number)

0

Exempt breaches under Regulation 9 (number)

Category

0

Category

Regulation

Regulation

Electricity (domestic)

Subcategory

3

Subcategory

Cases where regulation applied (number)

Electricity appointments

Cases where regulation applied (number)

94,082

Breaches (number)

4,421

Exempt breaches under Regulation 9 (number)

Category

37

Category

Regulation

Regulation

Electricity (domestic)

Subcategory

4

Subcategory

Cases where regulation applied (number)

Faulty electricity meters

Cases where regulation applied (number)

424

Breaches (number)

Exempt breaches under Regulation 9 (number)

17

Exempt breaches under Regulation 9 (number)

7

Category

Regulation

Regulation

Electricity (domestic)

Subcategory

5

Subcategory

Cases where regulation applied (number)

Faulty electricity prepayment meters

Cases where regulation applied (number)

Breaches (number)

2,529

Breaches (number)

16

Exempt breaches under Regulation 9 (number)

Category

0

Category

Regulation

Regulation

Electricity (domestic)

Subcategory

6

Subcategory

Cases where regulation applied (number)

Electricity reconnections

Cases where regulation applied (number)

Breaches (number)

0

Breaches (number)

Exempt breaches under Regulation 9 (number)

0

Exempt breaches under Regulation 9 (number)

Category

0

Category

Regulation

Regulation

Gas (micro-business)

Subcategory

3

Subcategory

Cases where regulation applied (number)

Gas appointments

Cases where regulation applied (number)

1,228

Breaches (number)

145

Exempt breaches under Regulation 9 (number)

13

Category

Regulation

Regulation

Electricity (micro-business)

Subcategory

3

Subcategory

Cases where regulation applied (number)

Electricity appointments

Cases where regulation applied (number)

4,057

Breaches (number)

791

Exempt breaches under Regulation 9 (number)

513

Category

Regulation

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)

0

Breaches (number)

560

Exempt breaches under Regulation 9 (number)

Category

0

Category

Category Regulation Subcategory Cases where regulation applied (number) Breaches (number) Exempt breaches under Regulation 9 (number)
Gas (domestic) 3 Gas appointments 61,365
2,756 14
Gas (domestic)
4 Faulty gas meters 95 4 0
Gas (domestic)
5 Faulty gas prepayment meters

Cases where regulation applied (number)

6,062
105 0

Regulation

Gas (domestic)
6

Subcategory

Gas reconnections

Cases where regulation applied (number)

0

Breaches (number)

0

Exempt breaches under Regulation 9 (number)

0

Category

Regulation

Electricity (domestic)
3

Subcategory

Electricity appointments

Cases where regulation applied (number)

108,194

Breaches (number)

5,735

Exempt breaches under Regulation 9 (number)

31

Category

Regulation

Electricity (domestic)
4

Subcategory

Faulty electricity meters

Cases where regulation applied (number)

504

Breaches (number)

12

Exempt breaches under Regulation 9 (number)

0

Category

Regulation

Electricity (domestic)
5

Subcategory

Faulty electricity prepayment meters

Cases where regulation applied (number)

2,407

Breaches (number)

26

Exempt breaches under Regulation 9 (number)

0

Category

Regulation

Electricity (domestic)
6

Subcategory

Electricity reconnections

Cases where regulation applied (number)

0

Breaches (number)

0

Exempt breaches under Regulation 9 (number)

0

Category

Regulation

Gas (micro-business)
3

Subcategory

Gas appointments

Cases where regulation applied (number)

792

Breaches (number)

226

Exempt breaches under Regulation 9 (number)

25

Category

Regulation

Electricity (micro-business)
3

Subcategory

Electricity appointments

Cases where regulation applied (number)

1,948

Breaches (number)

645

Exempt breaches under Regulation 9 (number)

389

Category

Regulation

All gas and electricity (domestic and micro-business)
8 (3) (a)

Subcategory

Number of additional standard payments

Cases where regulation applied (number)

0

Breaches (number)

1,098

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

3
Gas appointments 89,548
5,606 30
Gas (domestic)

Regulation

Regulation

4
Faulty gas meters 79 1 0
Gas (domestic)

Regulation

Regulation

5
Faulty gas prepayment meters 5,341 200 0

Regulation

Regulation

Gas (domestic)
6

Subcategory

Subcategory

Gas reconnections

Cases where regulation applied (number)

Cases where regulation applied (number)

0

Breaches (number)

Breaches (number)

0

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

0

Category

Category

Regulation

Regulation

Electricity (domestic)
3

Subcategory

Subcategory

Electricity appointments

Cases where regulation applied (number)

Cases where regulation applied (number)

133,487

Breaches (number)

Breaches (number)

11,538

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

0

Category

Category

Regulation

Regulation

Electricity (domestic)
4

Subcategory

Subcategory

Faulty electricity meters

Cases where regulation applied (number)

Cases where regulation applied (number)

373

Breaches (number)

Breaches (number)

10

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

0

Category

Category

Regulation

Regulation

Electricity (domestic)
5

Subcategory

Subcategory

Faulty electricity prepayment meters

Cases where regulation applied (number)

Cases where regulation applied (number)

1,916

Breaches (number)

Breaches (number)

62

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

0

Category

Category

Regulation

Regulation

Electricity (domestic)
6

Subcategory

Subcategory

Electricity reconnections

Cases where regulation applied (number)

Cases where regulation applied (number)

0

Breaches (number)

Breaches (number)

0

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

0

Category

Category

Regulation

Regulation

Gas (micro-business)
3

Subcategory

Subcategory

Gas appointments

Cases where regulation applied (number)

Cases where regulation applied (number)

1,410

Breaches (number)

Breaches (number)

145

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

57

Category

Category

Regulation

Regulation

Electricity (micro-business)
3

Subcategory

Subcategory

Electricity appointments

Cases where regulation applied (number)

Cases where regulation applied (number)

2,127

Breaches (number)

Breaches (number)

1,019

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

585

Category

Category

Regulation

Regulation

All gas and electricity (domestic and micro-business)
8 (3) (a)

Subcategory

Subcategory

Number of additional standard payments

Cases where regulation applied (number)

Cases where regulation applied (number)

0

Breaches (number)

Breaches (number)

1,461

Exempt breaches under Regulation 9 (number)

Exempt breaches under Regulation 9 (number)

0

Category

Category

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

Graph showing payments to customers due to breaches of rules around appointments

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