Guaranteed standards of service

We care about our customers, and are committed to providing you with excellent service.

This page explains our guaranteed standards of service so you know what service to expect from us as your energy supplier. If we aren’t living up to these standards, you may be entitled to compensation.

Appointments

If we need to visit your house, we will offer you an appointment within a reasonable time-frame and make sure that we give you a 4-hour time slot during business hours so you’ll know when to expect us.

If you ask us to, we will do our very best to give you a 2-hour time slot or an appointment outside business hours, but we might not always be able to do this.

If we need to reschedule your appointment, we will give you at least 24 hours’ notice.

On the day of the appointment, we will make sure that our representative arrives at your house on time and has the required skills and materials to complete the appointment.

 

If we break our promise:

If we don’t meet these standards, we will give you £30 compensation for each electricity account failure and £30 for each gas account failure within 10 working days.

Faulty credit meters

If you think your credit meter isn’t working properly, please let us know as soon as you can. We’ll complete an initial investigation to see if your meter is faulty within five working days of you getting in touch. We may need to book an appointment to investigate further or exchange the meter. If you ask us to, we can confirm the result of our initial assessment and what we are going to do next in writing.

 

If we break our promise:

If we don’t meet these standards, we will give you £30 compensation for each electricity account failure and £30 for each gas account failure within 10 working days.

Faulty prepayment meters

If you think your prepayment meter isn’t working properly, please let us know as soon as you can. If you have lost your electricity or gas supply, and you phone us during business hours, we will investigate within three hours. If you have lost your electricity or gas supply and it is outside of our business hours, you should contact your network distributor. We may or may not need to visit your house to resolve the issue. If your prepayment meter is faulty, we will agree on a timescale with you to complete the work.

 

If we break our promise:

If we don’t meet these standards, we will give you £30 compensation for each electricity account failure and £30 for each gas account failure within 10 working days.

Reconnections

If we disconnected your supply because you didn’t pay your bill, we will reconnect you within 24 hours, if you complete one of the following actions:

  • pay the outstanding amount in full
  • agree on a payment plan

If you contact us or make a payment outside business hours, we will reconnect you within 24 hours from the beginning of the following working day.

 

If we break our promise:

If we don’t meet these standards, we will give you £30 compensation for each electricity account failure and £30 for each gas account failure within 10 working days.

Guaranteed standards of network operators

Gas and electricity distributors are licensed to distribute gas and electricity in the UK. Any compensation listed below is paid by ENGIE but claimed back through these network operators.

No Gas?

The Gas Network Distributors are responsible for making sure gas keeps flowing to your home. If you lose supply you should contact your Gas Network Distributor. If you don’t have any gas for 24hrs, then you’ll get £30 as an apology and another £30 for every further 24hrs you’re without gas, up to a maximum of £1000.

Planned Supply Interruptions

If your Gas Network Distributor needs to do some maintenance or upgrades in your area which means they need to turn off the gas flow, they should tell you at least 5 working days in advance. Once they’ve finished the job, everything should be back to normal within five days. If it’s not, you’ll get £20 as an apology from your Gas Network Distributor.

New Connection or alternations

If you ask your Network Distributor about a new connection of gas supply to your property or an alteration, you should be contacted within 5 working days. If the Gas Network Distributor fails to contact you in this time they’ll pay you £40 plus an additional £40 for every working day they are late, up to a maximum of £250.

Quotation

The Gas Network distributor should provide you with a quote for work within 6 working days, unless this is a non-standard quote which should be provided within 11 working days.

If the Gas Network distributor fails to provide this within the timescale, they’ll pay you £10 for every working day they are late, up to £250 or the amount quoted, whichever is lower.

If the quote they produce is not accurate, they will give you a new quote and any overcharges will be refunded.

Agreeing work dates

When you accept a quote for work, your network operator will offer you a date to complete the work within 20 working days. If they don’t, they will need to pay you £20 plus an additional £20 for every working day they are late.

No electricity?

If your electricity supply fails, you should contact your local network operator who will arrange to visit you in 3 hours if you report it to them between 7am and 7pm Monday to Friday. At weekends or on a Bank Holiday they will visit you in 4 hours of you reporting it.

If they don’t they will need to pay you £30 as compensation.

In normal weather, your electricity supply should be returned to normal within 12 hours if fewer than 5,000 properties are affected, or 24 hours if more than 5,000 properties.

If power has not been restored after the appropriate timescale then they will pay you £75 and a further £35 for every 12 hours that passes until your power has been restored.

Planned Works

Your local network operator should give you a minimum of 2 days’ notice before your electricity supply is interrupted for planned works.

If they don’t they will need to pay you £30 compensation.

Multiple Interruptions

If you experience 4 separate power cuts between the 1st April and 31st March, then your network operator will pay you £75.

Appointments

If the operator needs to visit you they will arrange an appointment. This will either be a morning or afternoon time slot or a fixed 2 hour time slot.

If they don’t keep the appointment, they will need to pay you £30.

Quotations for a new energy supply

The operator should provide you with a quote for the work within 5 working days, unless this is a non-standard quote which should be provided within 15 working days.

If the operator fails to provide this within the timescale, they’ll pay you £15 for every working day they are late.

Quotations for a connection or alteration

The operator should provide you with a quote for the work within 5 working days, if they have all the information they need and if you have paid the fees.

If the operator fails to provide this within the timescale, they’ll pay you £15 for every working day they are late.

Agreeing work dates

When you accept a quote for work, your network operator will contact you within 7 working days to arrange a date to carry out the work.

If they don’t or they fail to do the work on the agreed day, they will need to pay you £15 or £35 for every working day they are late.

Severe weather

Distributors have 24 hours to restore electricity supply if a storm has caused between 8 and 13 times the daily average number of faults in a 24 hour period.

If this standard is not met, they will need to pay you £70, and an additional £70 for each additional 12 hour period supply is not restored (up to £700 in total).

Distributors have 48 hours to restore electricity supply if a storm has caused more than 13 times the daily average number of faults in a 24 hour period.

If this standard is not met, they will need to pay you £70, and an additional £70 for each additional 12 hour period supply is not restored (up to £700 in total).

Length of time without electricity supply before a payment is due depends on the scale of the impact of the weather. This impact is determined by the number of customers interrupted relative to pre-defined thresholds.

If this standard is not met, they will need to pay you £70, and an additional £70 for each additional 12 hour period supply is not restored (up to £700 in total).

Rota disconnection

Electricity supply shortages leading to deliberate interruption on a rota basis in order for supply to be shared fairly. You may be eligible for payment if supply is off for 24 hours or longer.

If payment is eligible, it amounts to £75.

Distributor's fuse

If a distributor's fuse is stopping supply to your property then within 3 hours (working days) or 4 hours (other days) an appropriate professional must attend.

If this is not met, you are eligible to £30.

Notice of planned interruption to supply

Distributors must give you at least 2 days' notice for planned power cuts.

If this standard is not met, or the interruption occurs on a different day, they will need to pay you £30.

Voltage complaints

If you report a problem with the voltage of the electricity coming into your property, the distributor must send out a written letter explaining the issue within 5 working days, or offer to visit your property within 7 days.

If this does not occur as it should, they will need to pay you £30.

Notification and making of payments under the guaranteed standards

Distributors have 10 days to make a payment for failing to meet any of the guaranteed standards described above. In the case of severe weather when the impact is determined by the number of customers interrupted relative to pre-defined thresholds, the payment must be made as soon as reasonably practical.

If the payment deadline is not met, you are owed an additional £30.

Guaranteed Standards exemptions

There are a few exemptions to the Guaranteed Standards compensation schemes covering circumstances beyond our control, we will do everything we can to attend your appointment. The exemptions include:

  • You are out when we visit at the agreed appointment time
  • Service Requests outside the time periods detailed in this leaflet
  • Strikes or third party actions beyond our control
  • You cancel an appointment
  • We cancel an appointment giving 1 working days’ notice

 Contact Details

Distribution Business

Area Covered

MPID

Short Code

Emergency Power loss No.

Website email

Address for loss of supply issues

UK Power Networks

East of England

EELC

10

0800 783 8839

0333 202 2021

ukpowernetworks.co.uk

UK Power Networks, Customer Care, Fore Hamlet, Ipswich, Suffolk, IP3 8AA

Western Power Distribution

East Midlands

EMEB

11

0800 678 3105

westernpower.co.uk

Western Power Distribution, Information Centre, Avonbank, Feeder Road, Bristol, BS2 0TB

UK Power Networks

London

LOND

12

0800 028 0247

0333 202 2022

ukpowernetworks.co.uk

UK Power Networks, Customer Care, Fore Hamlet, Ipswich, Suffolk, IP3 8AA

SP Energy Networks

Merseyside & North Wales

MANW

13

0800 001 5400

0333 1010 400

spenergynetworks.co.uk

SP Energy Networks, Customer Connections, PO Box 290, Lister Drive, Liverpool, L13 7HJ

Western Power Distribution

West Midland

MIDE

14

0800 678 3105

westernpower.co.uk

Western Power Distribution, Information Centre, Avonbank, Feeder Road, Bristol, BS2 0TB

Northern Powergrid

North of England

NEEB

15

0800 668 877

northernpowergrid.co.uk

Northern Powergrid, Customer Relations, Manor House,Station Road, Penshaw, Houghton le Spring, DH4 7LA

Electricity North West

North West England

NORW

16

0800 195 4141

enwl.co.uk/contact

Electricity North West Ltd, Customer Relations, PO Box 218, Warrington, WA3 9BY

SSE Power Distribution

North of Scotland

HYDE

17

0800 300 999

ssepd.co.uk

Scottish Hydro Electric Power Distribution plc, Network Management Centre, 2nd Floor, Inveralmond House, 200 Dunkeld Road, Perth, PH1 3AQ

SP Energy Networks

Central & Southern Scotland

SPOW

18

0800 092 9290

spenergynetworks.co.uk

SP Energy Networks, Customer Connections, 55 Fullarton Drive, Cambuslang, Glasgow, G32 8FA

UK Power Networks

South East England

SEEB

19

0800 783 8866

0333 202 2023

ukpowernetworks.co.uk

UK Power Networks, Customer Care, Fore Hamlet, Ipswich, Su.olk, IP3 8AA

SSE Power Distribution

South England

SOUT

20

0800 072 7282

ssepd.co.uk

Southern Electric Power Distribution plc, Network Management Centre, Walton Road, Cosham, Portsmouth, PO6 1UJ

Western Power Distribution

South Wales

SWAE

21

0800 678 3105

westernpower.co.uk

Western Power Distribution, Information Centre, Avonbank, Feeder Road, Bristol, BS2 0TB

Western Power Distribution

South West England

SWEB

22

0800 678 3105

westernpower.co.uk

Western Power Distribution, Information Centre, Avonbank, Feeder Road, Bristol, BS2 0TB

Northern Powergrid

Yorkshire

YELG

23

0800 375 675

northernpowergrid.com

Northern Powergrid, Customer Relations, Manor House, Station Road, Penshaw, Houghton le Spring, DH4 7LA

Independent Power Networks

 

IPNL

24

0800 013 0849

independentpowernetworks.net

Independent Power Networks, Energy House, Woolpit Business Park, Bury St Edmunds, Suffolk, IP30 9UP

ESP Electricity

 

LENG

25

0800 731 6945

esputilities.com

ESP Electricity, Hazeldean, Station Road, Leatherhead, Surrey, KT22 7AA

Energetics

 

GUCL

26

0800 804 8688

energetics-uk.com

Energetics Electricity, International House, Stanley Boulevard,Hamilton International Technology Park, Glasgow, G72 0BN

GTC

 

ETCL

27

0800 032 6990

gtc-uk.co.uk

GTC, Energy House, Woolpit Business Park, Bury St Edmunds, Suffolk, IP30 9UP

Harlaxton Energy Networks

 

HARL

29

0800 055 6288

harlaxtonenergynetworks.co.uk

Harlaxton Energy Networks Ltd Toll Bar Road, Marston, Grantham, Lincs, NG32 2HT

Peel Electricity Networks Limited

 

PENL

30

0161 247 7177

peelenergy.co.uk

Peel Electricity Networks Limited, Peel Dome, The Trafford Centre, Manchester. M17 8PL