Guaranteed standards of performance
View our latest results and see how we're doing
At Utility Warehouse, we want to ensure we’re the last switch you ever need to make for your life’s essential services, therefore providing you with the best service possible is of paramount importance to us. However, things may not always go as planned, and if that is the case, you may be entitled to compensation of £40. These are called Guaranteed Standards of Performance compensation provided either by us, your energy supplier, or your local gas transporters and/or electricity distribution company.
Gas appointments
| Cases | Breaches | Exemptbreaches | Netbreaches | Net breaches as a proportion of cases | Percentage increase/decrease in net breaches from previous quarter |
|---|---|---|---|---|---|---|
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Q3 2018 | 23,045 | 189 | 0 | 189 | 0.82% | -0.36% |
Q4 2018 | 13,848 | 192 | 0 | 192 | 1.39% | +0.57% |
Q1 2019 | 14,673 | 227 | 1 | 228 | 1.55% | +0.16% |
Q2 2019 | 12,658 | 195 | 0 | 195 | 1.54% | -0.01% |
Q3 2019 | 13,326 | 53 | 0 | 53 | 0.40% | -1.14% |
Q4 2019 | 25,201 | 66 | 0 | 66 | 0.26% | -0.14% |
Q1 2020 | 36,570 | 69 | 0 | 69 | 0.19% | -0.07% |
Q2 2020 | 8,800 | 5 | 27 | 32 | 0.06% | -0.13% |
Q3 2020 | 31,783 | 22 | 0 | 22 | 0.07% | +0.01% |
Q4 2020 | 29,816 | 16 | 1 | 17 | 0.06% | -0.01% |
Q1 2021 | 41,648 | 34 | 1 | 35 | 0.08% | +0.02% |
Q2 2021 | 27,551 | 26 | 0 | 26 | 0.09% | +0.01% |
Q3 2021 | 24,514 | 82 | 0 | 82 | 0.33% | +0.24% |
Q4 2021 | 29,036 | 60 | 0 | 60 | 0.21% | -0.12% |
Q1 2022 | 25,497 | 119 | 0 | 119 | 0.47% | +0.26% |
Q2 2022 | 20,146 | 138 | 0 | 138 | 0.68% | +0.21% |
Q3 2022 | 8,079 | 146 | 0 | 146 | 1.80% | +1.12% |
Q4 2022 | 12,722 | 200 | 1 | 200 | 1.56% | -0.24% |
Q1 2023 | 17,901 | 223 | 0 | 223 | 1.25% | -0.31% |
Q2 2023 | 19,964 | 238 | 0 | 238 | 1.19% | -0.06% |
Q3 2023 | 21,531 | 270 | 0 | 270 | 1.25% | +0.06% |
Q4 2023 | 22,196 | 170 | 0 | 170 | 0.77% | -0.48% |
Q1 2024 | 23,506 | 27 | 1 | 28 | 0.11% | -0.66% |
Q2 2024 | 17,279 | 20 | 0 | 20 | 0.12% | +0.01% |
Q3 2024 | 19,389 | 32 | 0 | 32 | 0.17% | +0.05% |
Q4 2024 | 17,001 | 15 | 1 | 16 | 0.09% | -0.08% |
Q1 - 2025 | 16,427 | 6 | 3 | 9 | 0.04% | -0.05% |
Q2 - 2025 | 15,081 | 1 | 0 | 1 | 0.01% | -0.03% |
Q3 - 2025 | 18,091 | 2 | 2 | 4 | 0.01% | 0.00% |
Q4 - 2025 | 16,836 | 0 | 0 | 0 | 0.00% | (-)0.01% |
Electricity appointments
Cases | Breaches | Exempt breaches | Net breaches | Net breaches as a proportion of cases | Percentage increase/decrease in net breaches from previous quarter | |
|---|---|---|---|---|---|---|
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Q3 2018 | 30,534 | 1,626 | 1 | 1,627 | 5.33% | -3.56% |
Q4 2018 | 17,858 | 1,308 | 1 | 1,309 | 7.32% | +1.99% |
Q1 2019 | 18,817 | 1,817 | 1 | 1,818 | 9.66% | +2.34% |
Q2 2019 | 15,464 | 2,243 | 0 | 2,243 | 14.50% | +4.84% |
Q3 2019 | 16,490 | 595 | 0 | 595 | 3.61% | -10.89% |
Q4 2019 | 29,615 | 1,117 | 0 | 1,117 | 3.77% | +0.16% |
Q1 2020 | 42,638 | 1,047 | 0 | 1,047 | 2.46% | -1.31% |
Q2 2020 | 9,866 | 60 | 5 | 65 | 0.61% | -1.85% |
Q3 2020 | 36,102 | 322 | 1 | 323 | 0.54% | -0.07% |
Q4 2020 | 34,981 | 423 | 0 | 423 | 1.21% | +0.67% |
Q1 2021 | 36,180 | 564 | 2 | 566 | 1.56% | +0.35% |
Q2 2021 | 32,763 | 521 | 1 | 522 | 1.59% | +0.03% |
Q3 2021 | 27,742 | 599 | 0 | 599 | 2.16% | +0.57% |
Q4 2021 | 29,335 | 427 | 0 | 427 | 1.46% | -0.70% |
Q1 2022 | 27,634 | 912 | 0 | 119 | 3.3% | +1.84% |
Q2 2022 | 22,514 | 1,138 | 0 | 1,138 | 5.05% | +1.75% |
Q3 2022 | 8,812 | 965 | 1 | 966 | 10.96% | +5.91% |
Q4 2022 | 12,602 | 968 | 0 | 968 | 7.68% | -3.28% |
Q1 2023 | 19,023 | 737 | 1 | 738 | 3.87% | -3.81% |
Q2 2023 | 20,688 | 647 | 1 | 648 | 3.12% | -0.75% |
Q3 2023 | 24,571 | 1,005 | 0 | 1,005 | 4.09% | +0.97% |
Q4 2023 | 25,628 | 1,072 | 1 | 1,073 | 4.18% | +0.09% |
Q1 2024 | 27,728 | 1,184 | 1 | 1,185 | 4.27% | +0.09% |
Q2 2024 | 20,442 | 637 | 0 | 637 | 3.12% | -1.15% |
Q3 2024 | 23,591 | 1,055 | 0 | 1,055 | 4.47% | +1.35% |
Q4 2024 | 19,685 | 940 | 2 | 942 | 4.78% | +0.31% |
Q1 - 2025 | 19,666 | 928 | 3 | 931 | 4.72%% | -0.06% |
Q2 - 2025 | 22,124 | 1,110 | 0 | 1,110 | 5.02% | (+)0.30% |
Q3 - 2025 | 23,667 | 1,555 | 1 | 1,556 | 6.57% | (+)1.55% |
Q4 - 2025 | 19,356 | 1,772 | 1 | 1,773 | 9.15% | (+)2.58% |
For more information on our standards of service, please click here.