Our Commitment to You
We are referred to as an ‘energy supplier’, which means we handle your meter reads and billing. As your energy supplier, and in keeping with regulations set by Ofgem, the following are the standards of service that you can expect from us.
We are committed to upholding these standards for all of our customers, and ensure that all of our representatives are trained to the highest level in order to deliver them. If you find that we don’t achieve these standards you will be entitled to compensation.
You can also expect to guaranteed standards from your Network Operators (gas transporters and electricity distributors) that are responsible for the pipes and wires that supply your property. Find out more about their Guaranteed Standards here:
Your Network Operator Standards
The following is a breakdown of what these standards are, what compensation you can expect if we don't meet them.
Making and keeping our appointments
We guarantee that any appointment we make to visit your home will be set within a reasonable date and between the hours of 8am and 8pm. on working days, and 9am and 5pm on any other day. When setting an appointment time we will give you a 4 hour window in which you can expect our arrival, and give you a call when we are on our way. Upon request, we may be able to offer you a 2 hour window, however this will depend upon how busy our representatives are.
If we cancel or rearrange your appointment without previously agreeing with you, and with less than one day’s notice, you are entitled to set compensation of £30.
If a fault develops with either your gas or electricity prepayment meter we promise to attend the fault within 3 hours of you contacting us on working days, and 4 hours on non-working days. We ask that before you call us you first check whether there is credit on the meter, and to investigate whether the fault could have been caused by a fuse or tripped switch.
If we have diagnosed a fault with your meter, we will then set an agreed upon timescale to either fix or replace the meter.
If we fail to meet these guarantees you will be compensated £30.
If you report a faulty credit meter to us we guarantee to conduct an investigation within 5 working days. If a fault is found we will either fix or replace the meter for you, and will confirm, at the time, the expected timescale in which you can expect this to be completed.
If we either fail to attend our appointment, or do not correct the fault within the timescale we specify, we will compensate you £30.
If we have disconnected you due to the non-payment of a bill we will reconnect you within 24 hours providing you either:
- Pay the total amount you owe us including service charges, or;
- Agree to a repayment plan with us, or;
- Agree to have a prepayment meter installed to recoup the debt.
Service charges may include any expenses to disconnect/reconnect your supply and a security deposit. We will inform you if any of these charges apply to you ahead of time.
For any payment made outside of working hours, the 24 hour reconnection period will begin from 8am the next day.
If we fail to reconnect you within this time we will compensate you £30.
There are certain situations from which our guaranteed standards are exempt. These are:
- If severe weather impedes our ability to do the job or may put one of our engineers in danger;
- You or your nominated party are not present at the property at the time of our visit or refuse us access;
- We provide you with at least one working day’s notice to cancel or rearrange an appointment;
- If you have booked an appointment under false pretenses;
- If you or someone you know has tampered with the meter;
- If there are third party actions outside of our control that prevent us working;
- If by doing our job we would be breaking a law or regulation.
You do not need to apply for compensation. Any compensation owed to you as a consequence of us contravening the promises made above will be automatically credited to your bank account, or sent to you via cheque. This will be paid to you within 10 working days, and, if we don’t make the payment in time, we will pay you another £30 within a further 10 working days. This late payment will only be made once.
If there is a fault which is the responsibility of the electricity distributor or gas transporter, and they decide you are owed compensation, they may pay the money to us and we will pay it on to you. If we fail to pay you this compensation within 10 working days, we will pay you an additional £30.