Section 1: Individual standards – our performance

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

Category Regulation Subcategory Cases where regulation applied (number) Breaches (number) Exempt breaches under Regulation 9 (number)
Gas (domestic) 3 Gas appointments 81,836
5,446

33

Gas (domestic)
4 Faulty gas meters 84 2

0

Gas (domestic)
5 Faulty gas prepayment meters
3,608
151 0

Regulation

Gas (domestic)
6

Subcategory

Gas reconnections

Cases where regulation applied (number)

0

Breaches (number)

0

0

Regulation

Electricity (domestic)
3

Subcategory

Electricity appointments

Cases where regulation applied (number)

127,887

Breaches (number)

9,634

Exempt breaches under Regulation 9 (number)

45

Category

Regulation

Electricity (domestic)
4

Subcategory

Faulty electricity meters

Cases where regulation applied (number)

473

Breaches (number)

55

37

Regulation

Electricity (domestic)
5

Subcategory

Faulty electricity prepayment meters

Cases where regulation applied (number)

2,001

Breaches (number)

54

0

Regulation

Electricity (domestic)
6

Subcategory

Electricity reconnections

Cases where regulation applied (number)

0

Breaches (number)

0

0

Regulation

Gas (micro-business)
3

Subcategory

Gas appointments

Cases where regulation applied (number)

1,882

Breaches (number)

266

110

Regulation

Electricity (micro-business)
3

Subcategory

Electricity appointments

Cases where regulation applied (number)

3,458

Breaches (number)

1,016

Exempt breaches under Regulation 9 (number)

519

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)

1,239

Exempt breaches under Regulation 9 (number)

0

Category Regulation Subcategory Cases where regulation applied (number) Breaches (number) Exempt breaches under Regulation 9 (number)
Gas (domestic) 3 Gas appointments 70,312
4,253
22
Gas (domestic)
4 Faulty gas meters 106 0 0
Gas (domestic)
5 Faulty gas prepayment meters 6,652
106 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)

93,966

Breaches (number)

7,014

Exempt breaches under Regulation 9 (number)

67

Category

Regulation

Electricity (domestic)
4

Subcategory

Faulty electricity meters

Cases where regulation applied (number)

505

Breaches (number)

27

Exempt breaches under Regulation 9 (number)

16

Category

Regulation

Electricity (domestic)
5

Subcategory

Faulty electricity prepayment meters

Cases where regulation applied (number)

2,457

Breaches (number)

31

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)

2,662

Breaches (number)

462

Exempt breaches under Regulation 9 (number)

252

Category

Regulation

Electricity (micro-business)
3

Subcategory

Electricity appointments

Cases where regulation applied (number)

3,665

Breaches (number)

1,435

Exempt breaches under Regulation 9 (number)

961

Category

Regulation

All gas and electricity (domestic and micro-business)
1,239

Subcategory

Number of additional standard payments

Cases where regulation applied (number)

0

Breaches (number)

1,218

Exempt breaches under Regulation 9 (number)

0

Category

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

npower Guaranteed standards of performance chart Q1 2019

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