Guaranteed standards of service
Our guarantee to you
As the electricity network operator for the North West, we recognise our huge responsibility to provide the service you need. We know how important our role is for everyday life as well as for the future of the region. Our guaranteed standards give you confidence in the service we deliver.
We set out exactly what you can expect from us, and if we don’t deliver then we’ll offer you a payment.
The standards we apply cover how we respond to and deal with power cuts, and the service we provide to people wanting to connect to the network. These standards are independently set and judged by our regulator, Ofgem, so you always know we’re doing our best for you.
Guaranteed standards information
The following documents set the terms of our guaranteed standards:
- pdf Guaranteed Standards of Performance for metered demand customers of Electricity Distribution Companies in England, Scotland & Wales- May 2019
- pdf Metered Connections Guaranteed Standards of Service for Electricity Distribution Companies in England, Wales & Scotland- May 2019
- pdf Unmetered Connections Guaranteed Standards of Service for Electricity Distribution Companies in England, Wales & Scotland- May 2019
Guaranteed standards claim form
If you think that our standards have fallen below our guarantee, then please check if you're entitled to a payment and fill in this form. If you qualify for a payment then we’ll get back to you and let you know.