Guaranteed Standards of Performance

How we did in the second quarter of 2018 open/close 

Section 1: Individual Standards – our performance

Category Regulation   Cases where the 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
Gas Domestic 6 Gas reconnections 0 0 0
Electricity Domestic 3 Electricity appointments 93,966 7,014 67
Electricity Domestic 4 Faulty electricity meters 505 27 16
Electricity Domestic 5 Faulty electricity prepayment meters 2,457 31 0
Electricity Domestic 6 Electricity reconnections 0 0 0
Gas Micro-business 3 Gas appointments 2,662 462 252
Electricity Micro-business 3 Electricity appointments 3,665 1,435 961
All gas and electricity Domestic and Micro-business 8 (3) (a) Number of additional standard payments 0 1,218 0

Section 1: Individual Standards – our performance

Category - Gas Domestic

  • Regulation - 3
  • Gas appointments
  • Cases where the regulation applied - 70,312
  • Breaches - 4,253
  • Exempt breaches under Regulation 9 - 22
  • Regulation - 4
  • Faulty gas meters
  • Cases where the regulation applied - 106
  • Breaches - 0
  • Exempt breaches under Regulation 9 - 0
  • Regulation - 5
  • Faulty gas prepayment meters
  • Cases where the regulation applied - 6,652
  • Breaches - 106
  • Exempt breaches under Regulation 9 - 0
  • Regulation - 6
  • Gas reconnections
  • Cases where the regulation applied - 0
  • Breaches - 0
  • Exempt breaches under Regulation 9 - 0

Category - Electricity Domestic

  • Regulation - 3
  • Electricity appointments
  • Cases where the regulation applied - 93,966
  • Breaches - 7,014
  • Exempt breaches under Regulation 9 - 67
  • Regulation - 4
  • Faulty electricity meters
  • Cases where the regulation applied - 505
  • Breaches - 27
  • Exempt breaches under Regulation 9 - 16
  • Regulation - 5
  • Faulty electricity prepayment meters
  • Cases where the regulation applied - 2,457
  • Breaches - 31
  • Exempt breaches under Regulation 9 - 0
  • Regulation - 6
  • Electricity reconnections
  • Cases where the regulation applied - 0
  • Breaches - 0
  • Exempt breaches under Regulation 9 - 0

Category - Gas Micro-business

  • Regulation - 3
  • Gas appointments
  • Cases where the regulation applied - 2,662
  • Breaches - 462
  • Exempt breaches under Regulation 9 - 252

Category - Electricity Micro-business

  • Regulation - 3
  • Electricity appointments
  • Cases where the regulation applied - 3,665
  • Breaches - 1,435
  • Exempt breaches under Regulation 9 - 961

Category - All gas and electricity Domestic and Micro-business

  • Regulation - 8 (3)(a)
  • Number of Additional Standard Payments
  • Cases where the regulation applied - 0
  • Breaches - 1,218
  • Exempt breaches under Regulation 9 - 0

How we did in the first quarter of 2018 open/close 

Section 1: Individual Standards – our performance

Category Regulation   Cases where the regulation applied (number) Breaches (number) Exempt breaches under Regulation 9 (number)
Gas Domestic 3 Gas appointments 60,336 8,454 2,207
Gas Domestic 4 Faulty gas meters 113 0 0
Gas Domestic 5 Faulty gas prepayment meters 12,817 396 0
Gas Domestic 6 Gas reconnections 0 0 0
Electricity Domestic 3 Electricity appointments 97,484 11,670 1,820
Electricity Domestic 4 Faulty electricity meters 482 21 18
Electricity Domestic 5 Faulty electricity prepayment meters 3,287 92 0
Electricity Domestic 6 Electricity reconnections 0 0 0
Gas Micro-business 3 Gas appointments 261 10 7
Electricity Micro-business 3 Electricity appointments 3,759 1,432 941
All gas and electricity Domestic and Micro-business 8 (3) (a) Number of additional standard payments 0 1,203 0

Section 1: Individual Standards – our performance

Category - Gas Domestic

  • Regulation - 3
  • Gas appointments
  • Cases where the regulation applied - 60,336
  • Breaches - 8,454
  • Exempt breaches under Regulation 9 - 2,207
  • Regulation - 4
  • Faulty gas meters
  • Cases where the regulation applied - 113
  • Breaches - 0
  • Exempt breaches under Regulation 9 - 0
  • Regulation - 5
  • Faulty gas prepayment meters
  • Cases where the regulation applied - 12,817
  • Breaches - 396
  • Exempt breaches under Regulation 9 - 0
  • Regulation - 6
  • Gas reconnections
  • Cases where the regulation applied - 0
  • Breaches - 0
  • Exempt breaches under Regulation 9 - 0

Category - Electricity Domestic

  • Regulation - 3
  • Electricity appointments
  • Cases where the regulation applied - 97,484
  • Breaches - 11,670
  • Exempt breaches under Regulation 9 - 1,820
  • Regulation - 4
  • Faulty electricity meters
  • Cases where the regulation applied - 482
  • Breaches - 21
  • Exempt breaches under Regulation 9 - 18
  • Regulation - 5
  • Faulty electricity prepayment meters
  • Cases where the regulation applied - 3,287
  • Breaches - 92
  • Exempt breaches under Regulation 9 - 0
  • Regulation - 6
  • Electricity reconnections
  • Cases where the regulation applied - 0
  • Breaches - 0
  • Exempt breaches under Regulation 9 - 0

Category - Gas Micro-business

  • Regulation - 3
  • Gas appointments
  • Cases where the regulation applied - 261
  • Breaches - 10
  • Exempt breaches under Regulation 9 - 7

Category - Electricity Micro-business

  • Regulation - 3
  • Electricity appointments
  • Cases where the regulation applied - 3,759
  • Breaches - 1,432
  • Exempt breaches under Regulation 9 - 941

Category - All gas and electricity Domestic and Micro-business

  • Regulation - 8 (3)(a)
  • Number of Additional Standard Payments
  • Cases where the regulation applied - 0
  • Breaches - 1,203
  • Exempt breaches under Regulation 9 - 0

How we did in the fourth quarter of 2017 open/close 

Section 1: Individual Standards – our performance

Category Regulation   Cases where the regulation applied (number) Breaches (number) Exempt breaches under Regulation 9 (number)
Gas Domestic 3 Gas appointments 79,484 7,802 47
Gas Domestic 4 Faulty gas meters 74 0 0
Gas Domestic 5 Faulty gas prepayment meters 13,399 401 0
Gas Domestic 6 Gas reconnections 0 0 0
Electricity Domestic 3 Electricity appointments 97,330 11,703 435
Electricity Domestic 4 Faulty electricity meters 338 14 4
Electricity Domestic 5 Faulty electricity prepayment meters 3,181 100 0
Electricity Domestic 6 Electricity reconnections 0 0 0
Gas Micro-business 3 Gas appointments 340 35 21
Electricity Micro-business 3 Electricity appointments 4,403 1,615 1,096
All gas and electricity Domestic and Micro-business 8 (3) (a) Number of additional standard payments 0 1,737 0

Section 1: Individual Standards – our performance

Category - Gas Domestic

  • Regulation - 3
  • Gas appointments
  • Cases where the regulation applied - 79,484
  • Breaches - 7,802
  • Exempt breaches under Regulation 9 - 47
  • Regulation - 4
  • Faulty gas meters
  • Cases where the regulation applied - 74
  • Breaches - 0
  • Exempt breaches under Regulation 9 - 0
  • Regulation - 5
  • Faulty gas prepayment meters
  • Cases where the regulation applied - 13,399
  • Breaches - 401
  • Exempt breaches under Regulation 9 - 0
  • Regulation - 6
  • Gas reconnections
  • Cases where the regulation applied - 0
  • Breaches - 0
  • Exempt breaches under Regulation 9 - 0

Category - Electricity Domestic

  • Regulation - 3
  • Electricity appointments
  • Cases where the regulation applied - 97,330
  • Breaches - 11,703
  • Exempt breaches under Regulation 9 - 435
  • Regulation - 4
  • Faulty electricity meters
  • Cases where the regulation applied - 338
  • Breaches - 14
  • Exempt breaches under Regulation 9 - 4
  • Regulation - 5
  • Faulty electricity prepayment meters
  • Cases where the regulation applied - 3,181
  • Breaches - 100
  • Exempt breaches under Regulation 9 - 0
  • Regulation - 6
  • Electricity reconnections
  • Cases where the regulation applied - 0
  • Breaches - 0
  • Exempt breaches under Regulation 9 - 0

Category - Gas Micro-business

  • Regulation - 3
  • Gas appointments
  • Cases where the regulation applied - 340
  • Breaches - 35
  • Exempt breaches under Regulation 9 - 21

Category - Electricity Micro-business

  • Regulation - 3
  • Electricity appointments
  • Cases where the regulation applied - 4,403
  • Breaches - 1,615
  • Exempt breaches under Regulation 9 - 1,096

Category - All gas and electricity Domestic and Micro-business

  • Regulation - 8 (3)(a)
  • Number of Additional Standard Payments
  • Cases where the regulation applied - 0
  • Breaches - 1,737
  • Exempt breaches under Regulation 9 - 0

How we did in the third quarter of 2017 open/close 

Section 1: Individual Standards – our performance

Category Regulation   Cases where the regulation applied (number) Breaches (number) Exempt breaches under Regulation 9 (number)
Gas Domestic 3 Gas appointments 93,565 10,275 5
Gas Domestic 4 Faulty gas meters 87 2 0
Gas Domestic 5 Faulty gas prepayment meters 8,365 214 0
Gas Domestic 6 Gas reconnections 0 0 0
Electricity Domestic 3 Electricity appointments 114,523 9,695 7
Electricity Domestic 4 Faulty electricity meters 417 8 0
Electricity Domestic 5 Faulty electricity prepayment meters 2,789 42 0
Electricity Domestic 6 Electricity reconnections 0 0 0
Gas Micro-business 3 Gas appointments 1,095 95 57
Electricity Micro-business 3 Electricity appointments 4,152 1,897 1,437
All gas and electricity Domestic and Micro-business 8 (3) (a) Number of additional standard payments 0 1,953 0

Section 1: Individual Standards – our performance

Category - Gas Domestic

  • Regulation - 3
  • Gas appointments
  • Cases where the regulation applied - 93,565
  • Breaches - 10,275
  • Exempt breaches under Regulation 9 - 5
  • Regulation - 4
  • Faulty gas meters
  • Cases where the regulation applied - 87
  • Breaches - 2
  • Exempt breaches under Regulation 9 - 0
  • Regulation - 5
  • Faulty gas prepayment meters
  • Cases where the regulation applied - 8,365
  • Breaches - 214
  • Exempt breaches under Regulation 9 - 0
  • Regulation - 6
  • Gas reconnections
  • Cases where the regulation applied - 0
  • Breaches - 0
  • Exempt breaches under Regulation 9 - 0

Category - Electricity Domestic

  • Regulation - 3
  • Electricity appointments
  • Cases where the regulation applied - 114,523
  • Breaches - 9,695
  • Exempt breaches under Regulation 9 - 7
  • Regulation - 4
  • Faulty electricity meters
  • Cases where the regulation applied - 417
  • Breaches - 8
  • Exempt breaches under Regulation 9 - 0
  • Regulation - 5
  • Faulty electricity prepayment meters
  • Cases where the regulation applied - 2,789
  • Breaches - 42
  • Exempt breaches under Regulation 9 - 0
  • Regulation - 6
  • Electricity reconnections
  • Cases where the regulation applied - 0
  • Breaches - 0
  • Exempt breaches under Regulation 9 - 0

Category - Gas Micro-business

  • Regulation - 3
  • Gas appointments
  • Cases where the regulation applied - 1,095
  • Breaches - 95
  • Exempt breaches under Regulation 9 - 57

Category - Electricity Micro-business

  • Regulation - 3
  • Electricity appointments
  • Cases where the regulation applied - 4,152
  • Breaches - 1,897
  • Exempt breaches under Regulation 9 - 1,437

Category - All gas and electricity Domestic and Micro-business

  • Regulation - 8 (3)(a)
  • Number of Additional Standard Payments
  • Cases where the regulation applied - 0
  • Breaches - 1,953
  • Exempt breaches under Regulation 9 - 0

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

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

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

Q3 2017

  • Electricity - £290,640
  • Gas - £308,100

Q4 2017

  • Electricity - £338,040
  • Gas - £232,650

Q1 2018

  • Electricity - £295,500
  • Gas - £187,410

Q2 2018

  • Electricity - £208,410
  • Gas - £126,930

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