The official term for these promises is ‘guaranteed performance standards’, just in case you were wondering.
IIf you need us to fix a problem, or install a smart meter, we’ll get a date in the diary and then you’ll pick a time slot. If we miss an appointment relating to your meter, we’ll pay you £30 to say sorry.
Our engineers will look at it within 4 hours of you telling us. If we can’t fix it on the spot, we’ll let you know what happens next and give you a timeframe if possible.
If your electricity meter breaks and your supply stops, we’ll make like energy ninjas and be there within 3 hours on a working day, or 4 hours on a non-working day. If we can’t do this, we’ll give you £30.
If you’ve booked an engineer appointment with us then you should know that our engineers are provided by OVO Energy, you can find out how to identify one and what else you can expect from our engineers here
lf you need us to do this, we’ll visit within 15 days. If not, we’ll give you £30.
We‘ll do it within 7 days (or tell you why a visit isn’t needed within 5 days). If we don’t do this, we’ll give you £30.
Within 24 hours of your debt being cleared. If we don’t, we’ll give you £30.
Electricity distributors and gas transporters have their own ‘guaranteed performance standards’, which ensure you’re always treated fairly. You’ll need to contact them directly to find out what they are. This article can help you find them.
And if we don’t, we’ll pay you the original compensation amount plus £30. Can’t say fairer than that.
You should also know that we’ve signed up to the Ofgem-approved Smart Metering Installation Code of Practice (SMICoP). You can view the latest version of the Code here