Guaranteed standards of performance

View our lastest results and see how we're doing

As your energy supplier, we're responsible for the Guaranteed Standards of Service that cover your meter and any problems or interruptions you may have to your electricity or gas supply. We also need to inform you of how we perform against these standards. If we fail to meet these standards, you’re entitled to compensation. We pay each of our domestic customers £30.00 for each breach of the rules governing appointments.

Gas appointments

  Cases     Breaches    Exempt
breaches  
Net
breaches  
Net breaches as
a proportion of cases  
Percentage increase/decrease in
net breaches from previous quarter  
             
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%


Electricity appointments

  Cases   Breaches   Exempt
breaches  
Net
breaches  
Net breaches as
a proportion of cases  
Percentage increase/decrease in
net breaches from previous quarter  
             
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%


If you would like a copy of our standards of service document sent to you, please contact us.