We might need to send an engineer to your home – this might be for a smart meter appointment or because we need to carry out work in line with our responsibilities as your supplier. We’ll always do the following:
Should we not do any of the above, we’ll pay you compensation – see Compensation Payments below for more details.
If your supply has been disconnected due to unpaid charges, we’ll get you back on supply as quickly as possible once those outstanding charges, including reconnection fees and other charges, are paid or a repayment plan is agreed on.
Once that’s happened, we’ll reconnect your supply within 24 hours.
If we don’t reconnect the supply within 24 hours, we’ll pay you compensation – see Compensation Payments below for more details.
Please note, if the request has been made outside of working hours, we will look to reconnect the supply within 24 hours of the start of the next working day.
If you suspect there’s something wrong with your prepayment meter, please don’t try to fix it yourself. You’ll need to let us know as soon as possible about the issue, and we’ll do the following.
If you’ve lost supply:
- We’ll look into the issue either remotely or by visiting your property and get you back on supply within 3 hours of you telling us (or 4 hours on a weekend or Bank Holiday).
If you’ve not lost supply:
- We’ll start looking into the issue either remotely or by visiting your property within 3 hours of you telling us (or 4 hours on a weekend or Bank Holiday).
If you let us know about a problem outside of working hours, the 3 or 4-hour period in which we must resolve the problem will begin at the start of the next working day.
If we don’t attend within those timescales, we’ll pay you compensation – see Compensation Payments below for more details.
To let us know about an issue with your prepayment meter, you can call us on 0330 102 7517 (our opening hours are Monday to Friday 8am-6pm or 9am-5pm on weekends and Bank holidays).
If the companies responsible for the gas and electricity transportation networks in your area experience issues which affect your supply, they may be required to pay you compensation. We might be asked to make this payment on their behalf.
They would advise us how much to pay you – and if we don’t pay you within 10 working days, we’ll pay you compensation as outlined below.
If we breach any of the above service standards, we’ll pay you £30 as compensation within 10 working days.
If we don’t pay you within 10 working days, we’ll pay you an additional £30 compensation within a further 10 working days.
This payment is made per property, and can be paid through any reasonable method on your request, such as to your bank account, cheque or loaded to your meter.
There are some circumstances in which we will not pay you the £30 compensation.
All of the above standards are subject to change from Ofgem, and if we are required to pay in relation to this change, this will not stop us from dealing with that standard in a way that will resolve any related issues.