Appointments

There are occasions when we may need to attend your premises, for example to take a meter reading or to complete an activity required under our supply licence. You may also request a visit.

We aim to agree appointments within a reasonable timeframe, typically within two weeks of the initial discussion. Where possible, we will accommodate your preferred appointment time.

Appointments are normally offered during working hours, 9am to 5pm Monday to Friday. Once an appointment is agreed, we will attend at the agreed time unless you ask us to cancel, or we request a change and you agree a new time.

If we do not attend at the agreed time, we will credit £30 to your account within 10 working days. If we do not apply that credit within 10 working days, we will apply a further £30 credit within the following 10 working days, unless we agree an alternative payment method with you.

Passing on network compensation

In some cases, your electricity network operator, or gas network operator where relevant, may owe you a payment under their own guaranteed standards. Where the payment is routed via us, we will pass it on to you within 10 working days of receiving it from the network operator.

If we do not pass on a payment within 10 working days of receipt, we will credit £30 to your account within 10 working days. If we do not apply that credit within 10 working days, we will apply a further £30 credit within the following 10 working days, unless we agree an alternative payment method with you.

Your local electricity network operator is responsible for the local network and for restoring supply following network faults. They also have guaranteed standards that can result in compensation in defined circumstances.

Main fuse failure

If the main fuse at your premises fails and you notify your electricity network operator between 7am and 7pm on a working day, they should attend within three hours. If you notify them on a weekend or bank holiday, they should attend within four hours.

If they do not attend within the relevant timescale, you may be eligible for a £30 payment.

Rota disconnection

In rare circumstances, the network operator may need to interrupt supply so that available electricity can be shared on a rota basis between different areas.

If this happens and your premises is without electricity for 24 hours or more, you may be eligible for a £150 payment.

Multiple supply interruptions

If you experience four or more power cuts, each lasting three or more hours, within a 12-month period starting on 1 April, you may be eligible for a £75 payment.

Restoration of supply in normal weather

Where supply is lost in normal weather due to a network fault, the network operator should restore supply within 12 hours of becoming aware of the issue.

If they fail to do so, you may be eligible for a £150 payment. A further £35 may be payable for each additional 12-hour period beyond the initial 24-hour period that supply remains off.

For a single normal weather incident affecting 5,000 or more premises, the network operator should restore supply within 24 hours of becoming aware of the issue.

If they fail to do so, you may be eligible for a £150 payment. A further £35 may be payable for each additional 12-hour period beyond the initial 24-hour period that supply remains off, up to a maximum total of £300.

Restoration of supply in severe weather

Where supply is lost in severe weather due to a network fault, the required restoration timescale depends on the scale of the event and the number of premises affected. The prescribed timescales can range from 24 hours to more than 48 hours.

If the network operator does not restore supply within the relevant prescribed timescale, you may be eligible for a £70 payment. A further £70 may be payable for each additional 12-hour period beyond that prescribed timescale that supply remains off, up to a maximum total of £700.

Planned interruptions

If the network operator needs to interrupt supply, they are generally required to give at least two calendar days’ notice.

If they do not give the required notice, you may be eligible for a £60 payment.

Voltage complaints

If you report a voltage issue, the network operator should either visit within seven calendar days, or provide an explanation in writing within five working days.

If they fail to do so, you may be eligible for a £30 payment.

Network operator appointments

If the network operator needs to attend your premises, they should offer a morning appointment before 1pm or an afternoon appointment after 12pm. If you request it, they should offer a fixed two-hour time slot.

If they do not make or keep an appointment, you may be eligible for a £30 payment.

Failure by the network operator to make payment

If the network operator does not route a payment due under these standards within 10 calendar days, you may be eligible for a £30 payment. An exception may apply for severe weather payments, where payment may be made as soon as reasonably practicable.

This section summarises the guaranteed standards for certain metered demand and generation connection services provided by your electricity network operator. The network operator owns the wires that deliver electricity to your premises. They are not responsible for metering or billing, which sits with your energy supplier.

If the network operator does not meet an applicable connections standard, you may be entitled to a payment.

When connections standards may not apply

In some circumstances the guaranteed standards may not apply, including events beyond the network operator’s control, industrial action, third party actions, or where access to premises cannot be obtained. Where an exemption is claimed, the network operator is expected to demonstrate that it took reasonable steps to prevent the circumstances and avoid failure.

Some connections activities may also sit outside these standards, including where part of the work is delivered by an independent connections provider, or where reinforcement is required due to installation of approved equipment at domestic premises or small businesses and no physical connection change is needed and no connection charge is made.

Where a new demand connection includes a single small scale generation unit, the demand standards generally apply. Where an application includes multiple small scale units or larger scale generation, the generation standards generally apply.

Budget estimates

If you request a desktop budget estimate for connection costs that does not require a site visit, the network operator should provide it within the timescales below, assuming they have the required information and any applicable fee has been paid.

If the required capacity is less than 1 MVA, the budget estimate should be provided within 10 working days. If the required capacity is 1 MVA or more, it should be provided within 20 working days.

If the network operator does not meet the relevant timescale, you may be eligible for an £85 payment.

Quotations

If you request a formal quotation for a connection, the network operator should provide it within a defined timescale once they have received all required information and any applicable fee.

If they provide the quotation late, a payment may be due for each working day of delay, in line with the applicable guaranteed standard.

Quotation accuracy scheme

The quotation accuracy scheme typically applies to quotations for a single low voltage service demand connection and certain small-project demand connections.

You can challenge a quotation if you believe it is inaccurate or incomplete. If the quotation is found to be inaccurate or incomplete, the network operator should provide a corrected quotation and may be required to make a fixed payment. Any overpayment should be refunded. If the quotation is found to have undercharged, the network operator may require payment of the additional amount.

Agreed delivery dates

For new or modified connections, the network operator will usually agree dates to start on-site works, complete works or phases of works, and energise the connection where required. Dates can change by agreement, at the customer’s request, or due to circumstances notified by the network operator, such as severe weather, wayleave delays, constraints on live working for safety, or prerequisite works not being completed.

If the network operator fails to meet an agreed date, a payment may be due for each working day of delay, in line with the applicable guaranteed standard.

How connections payments are made

Where a payment is due under the connections guaranteed standards, the network operator will usually make payment within defined timescales, for example within 10 working days following a budget estimate failure, within 10 working days of a quotation being found inaccurate, or within 10 working days of job completion for other covered standards.

If the network operator does not make payment within the required timeframe, an additional payment of £65 may be due.

Payments under the connections guaranteed standards do not affect any other rights or remedies you may have.

To identify your local electricity network operator and find their contact details, use the Energy Networks Association tool at https://www.energynetworks.org/customers/find-my-network-operator.