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Guaranteed standards of service

Guaranteed standards: 2015-2016

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
 

£30

EGS2 Restore supply after a fault: During normal weather

Restore supply within 12 hours

£75 for domestic

£150 for non-domestic

and for each succeeding 12 hours:

£35 for domestic/non-domestic

During severe weather

Requirements vary depending on the
type of severe weather event. Details
are contained in Regulation 7 of the
Standards of Performance document
(click
here for details).

£70 for domestic and non-domestic

and for each succeeding 12 hours:

£70 for domestic and for non-domestic

The maximum payment can be £700

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

£75 for domestic / non-domestic

EGS2b Restore supply after a fault during normal weather affecting 5,000 customers or more

Restore supply within 24 hours

£75 for domestic

£150 for non-domestic

and for each succeeding 12 hours:

£35 for domestic / 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

£30 for domestic

£60 for non domestic

EGS5 Respond to voltage complaints

Visit within 7 working days or substantive reply within 5 working days

£30

EGS8 Make and keep appointment

A morning or afternoon appointment or a timed appointment if requested by consumer

£30

EGS9 Notify customer of payment owed

Write to the consumer and make payment within 10 working days

£30

 

The Standards of Performance (Notice of rights) document  lists the guaranteed and overall standards of performance for all the electricity distribution companies in England, Scotland and Wales.

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