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Guaranteed Standard
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Requirement
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Penalty
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EGS1 Respond to main fuse failure at customer's premises
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Weekdays
If notified between 7 am and 7 pm - visit within 3 hours
Weekends
If notified between 9 am and 5 pm - visit within 4 hours
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£22
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EGS2 Restore supply after a fault: During normal weather
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Restore supply within 18 hours
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£54 for domestic
£108 for non-domestic
and for each succeeding 12 hours:
£27 for domestic
£27 for non-domestic
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During severe weather
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£27 for domestic
and non-domestic
and for each succeeding 12 hours:
£27 for domestic
and for non-domestic
The maximum payment can be £200
|
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EGS2a Multiple number of interruptions per year
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Consumer entitled to a payment after 4 interruptions of more than 3 hours in 1 year from 1 April
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£54 for domestic
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EGS2b Restore supply after a fault during normal weather affecting 5,000 customers or more
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Restore supply within 24 hours
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£54 for domestic
£108 for non-domestic
and for each succeeding 12 hours:
£27 for domestic
£27 for non-domestic
|
|
EGS2c Rota Disconnections-Interruptions to supply on a rota basis
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No more than 24 hours off supply during period covered by rota disconnection event
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£54 for domestic
£108 for non-domestic
|
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EGS3 Estimate of charge for new connection or service alteration
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Simple
Quote within 5 working days
Other
Quote within 15 working days
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£44
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EGS4 Notice of planned supply interuption
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Minimum of 2 days notice to be given or 5 days to an Independent Network
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£22 for domestic
£44 for non domestic
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EGS5 Respond to voltage complaints
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Visit within 7 working days or substantive reply within 5 working days
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£22
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EGS8 Make and keep appointment
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A morning or afternoon appointment or a timed appointment if requested by consumer
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£22
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EGS9 Notify customer of payment owed
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Write to the consumer and make payment within 10 working days
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£22
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