View our latest 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 £40.00 for each breach of the rules governing appointments.
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 | 17,007 | 15 | 1 | 16 | 0.09% | -0.08% |
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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% |
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If you would like a copy of our standards of service document sent to you, please contact us.
