Guaranteed standards of service
Guaranteed standards: 2010-2011
| Guaranteed Standard | Requirement | Penalty |
| EGS1 Respond to main fuse failure at customer's premises | 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
| £22 |
| EGS2 Restore supply after a fault: During normal weather | Restore supply within 18 hours | £54 for domestic £108 for non-domestic and for each succeeding 12 hours: £27 for domestic £27 for non-domestic |
| During severe weather | | £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 |
| EGS2a Multiple number of interruptions per year | Consumer entitled to a payment after 4 interruptions of more than 3 hours in 1 year from 1 April | £54 for domestic |
| EGS2b Restore supply after a fault during normal weather affecting 5,000 customers or more | Restore supply within 24 hours | £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 | No more than 24 hours off supply during period covered by rota disconnection event | £54 for domestic £108 for non-domestic |
| EGS4 Notice of planned supply interuption | Minimum of 2 days notice to be given or 5 days to an Independent Network | £22 for domestic £44 for non domestic |
| EGS5 Respond to voltage complaints | Visit within 7 working days or substantive reply within 5 working days | £22 |
| EGS8 Make and keep appointment | A morning or afternoon appointment or a timed appointment if requested by consumer | £22 |
| EGS9 Notify customer of payment owed | Write to the consumer and make payment within 10 working days | £22 |
The lists the guaranteed and overall standards of performance for all the electricity distribution companies in England, Scotland and Wales.