Booking an Appointment
Our engineers may occasionally need to visit your property, either at your request, or whenever we need to carry out work in accordance with our supplier obligations. Whatever the reason for the appointment, we will adhere to the following standards:
If we’re late, or miss the arranged appointment, or if we otherwise fail to meet any of these standards, we’ll pay you compensation of £30.00 within 10 working days. If we fail to do that, we’ll make an additional payment of £30.00 within a further 10 working days.
Payments will typically be made as a credit to your energy account
Meters
Gas and Electricity meters are required to operate correctly, and to Industry-prescribed levels of tolerance.
If you believe that your meter is not operating correctly, or is not recording your consumption correctly, you should notify us. You should not attempt to rectify the problem yourself.
Once you have notified us of the problem, we will do each of the following within 5 working days of receiving your notification:
In taking the actions described above, we will start with whatever office-based checks we are able to make without necessarily visiting your premises.
If we fail to meet any of these standards, we’ll pay you compensation of £30.00 within 10 working days. If we fail to do that, we’ll make an additional payment of £30.00 within a further 10 working days. Payments will typically be made as a credit to your energy account.
Reconnecting your supply
In the rare event that we have disconnected supply because you have not paid your gas or electricity charges, we will do everything we can to get you back on supply as soon as possible. This may mean that you pay the outstanding charges, along with our reasonable expenses and any security deposit.
Alternatively, it may mean that we agree a repayment plan with you.
Once either of these events have taken place, we will reconnect your supply within 24 hours.
Please note that if either of these events occur outside normal working hours the 24 hour timescale will run from the start of the next day.
If we fail to meet this standard, we’ll pay you compensation of £30.00 within 10 working days. If we fail to do that, we’ll make an additional payment of £30.00 within a further 10 working days. Payments will typically be made as a credit to your energy account.
Performance of Electricity Distribution Networks & Gas Transporters
Both the Electricity Distributors and Gas Transporters may be required to pay you compensation due to faults or issues that you have experienced that they are responsible for (to find out more information of yours, or to find who yours is, please see here).
We may be asked to make these payments on their behalf.
If we do not pay you the specific amount (they will advise us how much you are due) within 10 working days, we will pay you an additional £30. If we fail to do that, we’ll make an additional payment of £30.00 within a further 10 working days. Payments will typically be made as a credit to your energy account.
Erroneous Transfers
Where you believe that your supply has been transferred either from/ or to ourselves without a valid contract, the following will be done:
If we fail to meet this standard, we’ll pay you compensation of £30.00, within 10 working days. If we fail to do that, we’ll make an additional payment of £30.00 within a further 10 working days. Payments will typically be made as a credit to your energy account
Refunding Final Credit Balance
We agree to issue a refund of your final credit balance within 10 working days of sending your final statement (or correct final statement).
This only applies to you if you have transferred to another supplier, or have moved out of a property we supply.
If we fail to do this, we will pay you £30.
Compensation Payment
If we are required to make a payment for failure of performance, we will make sure this is paid within 10 working days. Should we not pay you within 10 working days, we will pay you an additional £30.
Payments will typically be made as a credit to your energy account. If you would like to arrange a cheque please contact our Customer Service Team.
There are some circumstances in which we will not pay the £30 compensation
What is a 'working day'?
A working day is any day from Monday to Friday that doesn't fall on a bank holiday.
What are 'working hours'?
Working hours are between 9am and 4.30pm on a working day