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These are our promises to you

The official term for these promises is ‘guaranteed performance standards’, just in case you were wondering.

We’ll show up when we say we will 

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.


We’ll fix your meter quickly if it’s broken 

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

We’ll move your meter to a more convenient place if needed 

lf you need us to do this, we’ll visit within 15 days. If not, we’ll give you £30. 


If your meter isn’t measuring your gas or electricity use accurately, we’ll fix it 

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.  


If we disconnect you due to a debt and you pay it off, we’ll reconnect you quickly

Within 24 hours of your debt being cleared. If we don’t, we’ll give you £30.


If your electricity distributor or gas transporter owes you money, we’ll pass it on

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.


If we owe you compensation, we’ll pay it within 10 working days

And if we don’t, we’ll pay you the original compensation amount plus £30. Can’t say fairer than that. 

We follow all the rules to protect you

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