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This page provides the details of our requirements under supplier guaranteed standards of performance

Section 1. Appointments rules: 

1. Where a customer asks a supplier for an appointment for metering related activities that requires access to the customer’s premises, each of the standards in sections 1, 2, 3, 4, and 6 are “individual standards of performance” (i.e. if we fail more than one we have to make more than one individual standards of performance payment).

This £30 payment is sometimes referred to as a GSOP payment. This payment must be paid in 10 working days subject to an additional £30 payment, and is specific to the property not the number of people that live in the property. Eg. Two customers live in a property where we did not attend the property within the specified timeframe, and therefore a single £30 payment is due. If we fail to give £30 within 10 working days then only one additional payment of £30 is due for that breach of the individual standards of performance. 

2. We must offer the customer an appointment within a reasonable time and that takes place within a 4 hour window during working hours (working hours are noted below). If we fail to do this we must pay an individual standards of performance payment. For example, if we have availability and we withhold an available appointment without reason, we would need to pay £30. 

3. If we are required to attend a customers premises, and the customer requests this appointment to be during a specific time-frame that is not less than 2 hours long and is within working hours, we cannot withhold an appointment without good reason. For example, if all our metering agents are fully booked at the time that is specified by the customer, a good reason is that we are fully booked at that moment in time. 

4. We (and our third party installers) are not obliged to attend an appointment that is less than two hours long and/or not in working hours. Working hours are noted below. 

5. If we rearrange less than 1 working day before the appointment we must pay GSOP, unless the customer agrees and we hold onto a written record. 

6. If the engineer doesn’t have the necessary skills, experience and resources we must pay GSOP. For example, if the engineer has had insufficient training, has not gained an appropriate level of experience in the field or in a training bay prior to dealing with a metering issue, and/or has not attended the job with the correct physical or informational tools/materials, we would be liable to pay GSOP. 

7. Working days are monday - friday excluding bank holidays; working hours are 08:00-20:00 on working days and 09:00-17:00 on weekends and bank holidays.

Section 2. Faulty credit meter rules:

Faulty credit meter rules in this section (section 2) apply if the customer notifies us that a credit meter is faulty or if we have evidence that leads us to suspect that a credit meter is faulty. Faulty in this case is when the meter is not operating within the “margins of error”. If a meter is outside of the margins of error, the meter will be recording too much or too little usage in comparison to actual usage. The rules in this section do not apply for PAYG meters. 
We must complete three things within 5 working days when we get notification that a meter is faulty, and each of the three things carries a £30 GSOP penalty if not met: 
Complete an initial assessment;
Take actions that will assist us in identifying the cause of the problem or that the meter is not faulty; and
Offer to confirm in writing what the fault was and the actions that will be taken off the back of that information. This offer will be within the meter appointment booking confirmation. 
If the notification is given to us out of hours, the 5 working day window starts the next working day and if we offer to be notified of faults via postal service notification, the start of the fix period is when we receive that letter. 
Working days are monday - friday excluding bank holidays; working hours are 08:00-20:00 on working days and 09:00-17:00 on bank holidays.


Section 3. Faulty PAYG (smart or dppm) meter rules

This regulation applies if the customer notifies us that a PAYG meter is faulty or if we suspect that a PAYG meter is faulty. 
If a customer is off supply we must fix the fault within 3 or 4 hours (depending on the day - see point 5) either remotely or via a site visit. Failure to do this is a £30 GSOP payment. 
Where a customer is still on supply we must within 3 or 4 hours (depending on the day)  we will perform actions that will assist us to ascertain if the meter is faulty or restore the meter to being a working meter or replace the meter either remotely or via a site visit. Failure to do one of these three things is a £30 GSOP payment. 
If a fault is noted out of working hours, the 3 or 4 hour period in which the fault must be resolved begins at the next set of working hours.
Working days are monday - friday excluding bank holidays; working hours are 08:00-20:00 on working days and 09:00-17:00 on bank holidays.  


Section 4. Reconnection rules

This regulation applies where we have disconnected the supply due to non-payment, the customer has since paid the charges, and given a security deposit (if requested), or  set up a repayment plan.
Within 24 hours of the above happening we must reconnect the supply. Failure to do this is a failure of an individual standard of performance and subject to a £30 payment. 
If the 24 period starts out of hours, it will commence from the start of the next set of working hours (8-8 or 9-5 depending on the day).


Section 5. Distributed payments

When we receive a distributed payment for the customer, we must relay the distributed payment to that customer within 10 working days of receipt.
“distributed payment” means payment made by a gas transporter or an electricity distributor to a customer for failures in their service for which compensation is due.


Section 6. Suppliers’ payment obligations

We must meet each of the standards of performance as noted in regulations above (Appointments, Faulty meters, Faulty prepayment meters, Reconnection). 
A payment must be made if we fail any of the standards of performance in these regulations. 
Standards of performance payments must be made in 10 working days or be subject to a further £30 payment.
Additional standards of performance payments are separate from additional distributed payments. See above for rules on distributed payments.   
Where there is more than one person living at a property, only one standards of performance payment, distributed, or additional payment will be made per property, as applicable. 
The customer can request the payment in any format they like if not unreasonable. We deem reasonable to be via credit to the customer’s account, a cheque, or to the customer’s meter.
This regulation is subject to the regulation below: “Exemptions”.

  • There is a genuine dispute
  • The customer doesn’t want the payment
  • If we are reasonably vexed by the customer
  • Customer has committed an energy related offence (see regs)
  • There are severe weather conditions
  • An act of a person who is not a representative of OVO blocks the appointment from being reasonably practicable
  • The inability of the supplier to gain access
  • If the action would likely cause a breach of an enactment (law)
  • There’s an emergency as stipulated in the Civil Contingencies Act 2004 or other reasons that are beyond our control eg. war
  • If we are attending an appointment or fixing a faulty PAYG/PAYM meter, we must before the appointment takes place explain to the customer why we cannot make the appointment. If we are unable to tell the customer beforehand, we must tell them as soon as reasonably practical. 
  • The rules on guaranteed standards of performance in the appointments section do not apply if it is a PAYG fault visit or a reconnection/disconnection.
  • If it is an appointment as noted in the regulations on appointments, we don’t need to pay more than one standards of performance payment per failure. 
  • We don’t need to pay a standards of performance payment if we need to attend the property to fix a fault and the customer has said they do not want us to attend