Ofgem standards of performance

The industry regulator, Ofgem, works with all energy companies to set Guaranteed Standards. Customers are entitled to compensation if these Guaranteed Standards are not met

As your energy supplier, we are responsible for the standards covering your meter, switching to and from other suppliers, and refunding credit balances.

There are also Guaranteed Standards which apply to your local electricity distribution company and gas transporter, these cover supply interruptions and maintenance work etc.

Standards of service (PDF, 847 KB)

If you would like us to send you a copy of our standards of service document, please fill in this document request form.

Find out more about our Guaranteed Standards of Performance.

Code of Practice for Accurate Bills

We support the Energy UK Code of Practice for Accurate Bills.

The Code of Practice benefits our customers by explaining:

  • What you can expect from us regarding bills and statements
  • What you can do to make sure that you receive the right bill at the right time

National Grid

National Grid owns, operates, and develops the high-voltage electricity transmission network in England and Wales and Great Britain's principal natural gas transportation system.

They provide a freely available Code of Practice for their customers.

Need more help?