Guaranteed Standards of Performance

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

How we did in the second 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 79,430 13,222 0
Gas Domestic 4 Faulty gas meters 117 3 0
Gas Domestic 5 Faulty gas prepayment meters 7,483 233 0
Gas Domestic 6 Gas reconnections 0 0 0
Electricity Domestic 3 Electricity appointments 104,275 9,738 0
Electricity Domestic 4 Faulty electricity meters 510 23 0
Electricity Domestic 5 Faulty electricity prepayment meters 1,913 56 0
Electricity Domestic 6 Electricity reconnections 0 0 0
Gas Micro-business 3 Gas appointments 607 22 7
Electricity Micro-business 3 Electricity appointments 4,404 1,908 1,178
All gas and electricity Domestic and Micro-business 8 (3) (a) Number of additional standard payments 0 5,717 0

Section 1: Individual Standards – our performance

Category - Gas Domestic

  • Regulation - 3
  • Gas appointments
  • Cases where the regulation applied - 79,430
  • Breaches - 13,222
  • Exempt breaches under Regulation 9 - 0
  • Regulation - 4
  • Faulty gas meters
  • Cases where the regulation applied - 117
  • Breaches - 3
  • Exempt breaches under Regulation 9 - 0
  • Regulation - 5
  • Faulty gas prepayment meters
  • Cases where the regulation applied - 7,483
  • Breaches - 233
  • 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 - 104,275
  • Breaches - 9,738
  • Exempt breaches under Regulation 9 - 0
  • Regulation - 4
  • Faulty electricity meters
  • Cases where the regulation applied - 510
  • Breaches - 23
  • Exempt breaches under Regulation 9 - 0
  • Regulation - 5
  • Faulty electricity prepayment meters
  • Cases where the regulation applied - 1,913
  • Breaches - 56
  • 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 - 607
  • Breaches - 22
  • Exempt breaches under Regulation 9 - 7

Category - Electricity Micro-business

  • Regulation - 3
  • Electricity appointments
  • Cases where the regulation applied - 4,404
  • Breaches - 1,908
  • Exempt breaches under Regulation 9 - 1,178

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 - 5,717
  • Exempt breaches under Regulation 9 - 0

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

How we did in the first 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 98,671 13,664 0
Gas Domestic 4 Faulty gas meters 115 2 0
Gas Domestic 5 Faulty gas prepayment meters 14,282 441 0
Gas Domestic 6 Gas connections 0 0 0
Electricity Domestic 3 Electricity appointments 116,721 11,171 0
Electricity Domestic 4 Faulty electricity meters 592 26 0
Electricity Domestic 5 Faulty electricity prepayment meters 2,684 200 0
Electricity Domestic 6 Electricity reconnections 0 0 0
Gas Micro-business 3 Gas appointments 902 17 5
Electricity Micro-business 3 Electricity appointments 6,220 2,529 1,826
All gas and electricity Domestic and Micro-business 8 (3) (a) Number of additional standard payments 0 5,949 0

Section 1: Individual Standards – our performance

Category - Gas Domestic

  • Regulation - 3
  • Gas appointments
  • Cases where the regulation applied - 98,671
  • Breaches - 13,664
  • Exempt breaches under Regulation 9 - 0
  • Regulation - 4
  • Faulty gas meters
  • Cases where the regulation applied - 115
  • Breaches - 2
  • Exempt breaches under Regulation 9 - 0
  • Regulation - 5
  • Faulty gas prepayment meters
  • Cases where the regulation applied - 14,282
  • Breaches - 441
  • 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 - 116,721
  • Breaches - 11,171
  • Exempt breaches under Regulation 9 - 0
  • Regulation - 4
  • Faulty electricity meters
  • Cases where the regulation applied - 592
  • Breaches - 26
  • Exempt breaches under Regulation 9 - 0
  • Regulation - 5
  • Faulty electricity prepayment meters
  • Cases where the regulation applied - 2,684
  • Breaches - 200
  • 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 - 902
  • Breaches - 17
  • Exempt breaches under Regulation 9 - 5

Category - Electricity Micro-business

  • Regulation - 3
  • Electricity appointments
  • Cases where the regulation applied - 6,220
  • Breaches - 2,529
  • Exempt breaches under Regulation 9 - 1,826

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 - 5,949
  • Exempt breaches under Regulation 9 - 0

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

How we did in the fourth quarter of 2016 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 91,241 11,788 1
Gas Domestic 4 Faulty gas meters 98 1 0
Gas Domestic 5 Faulty gas prepayment meters 4,968 598 0
Gas Domestic 6 Gas reconnections 1 1 0
Electricity Domestic 3 Electricity appointments 106,009 13,158 0
Electricity Domestic 4 Faulty electricity meters 482 16 0
Electricity Domestic 5 Faulty electricity prepayment meters 727 195 0
Electricity Domestic 6 Electricity reconnections 3 3 0
Gas Micro-business 3 Gas appointments 1,224 20 17
Electricity Micro-business 3 Electricity appointments 5,491 2,571 2,030
All gas and electricity Domestic and Micro-business 8 (3) (a) Number of additional standard payments 0 7,069 0

Section 1: Individual Standards – our performance

Category - Gas Domestic

  • Regulation - 3
  • Gas appointments
  • Cases where the regulation applied - 91,241
  • Breaches - 11,788
  • Exempt breaches under Regulation 9 - 1
  • Regulation - 4
  • Faulty gas meters
  • Cases where the regulation applied - 98
  • Breaches - 1
  • Exempt breaches under Regulation 9 - 1
  • Regulation - 5
  • Faulty gas prepayment meters
  • Cases where the regulation applied - 4,968
  • Breaches - 598
  • Exempt breaches under Regulation 9 - 0
  • Regulation - 6
  • Gas reconnections
  • Cases where the regulation applied - 1
  • Breaches - 1
  • Exempt breaches under Regulation 9 - 0

Category - Electricity Domestic

  • Regulation - 3
  • Electricity appointments
  • Cases where the regulation applied - 106,009
  • Breaches - 13,158
  • Exempt breaches under Regulation 9 - 0
  • Regulation - 4
  • Faulty electricity meters
  • Cases where the regulation applied - 482
  • Breaches - 16
  • Exempt breaches under Regulation 9 - 0
  • Regulation - 5
  • Faulty electricity prepayment meters
  • Cases where the regulation applied - 727
  • Breaches - 195
  • Exempt breaches under Regulation 9 - 0
  • Regulation - 6
  • Electricity reconnections
  • Cases where the regulation applied - 3
  • Breaches - 3
  • Exempt breaches under Regulation 9 - 0

Category - Gas Micro-business

  • Regulation - 3
  • Gas appointments
  • Cases where the regulation applied - 1,124
  • Breaches - 20
  • Exempt breaches under Regulation 9 - 17

Category - Electricity Micro-business

  • Regulation - 3
  • Electricity appointments
  • Cases where the regulation applied - 5,491
  • Breaches - 2,571
  • Exempt breaches under Regulation 9 - 2,030

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 - 7,069
  • 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 2016

  • Electricity - £288,570
  • Gas - £243,150

Q4 2016

  • Electricity - £384,740
  • Gas - £353,610

Q1 2017

  • Electricity - £335,130
  • Gas - £409,920

Q2 2017

  • Electricity - £292,140
  • Gas - £396,660

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