• Guaranteed standards

     

    Our Notice of Rights sets out the standards of performance that the industry regulator Ofgem requires the main gas distribution networks to meet.

    The two forms of standards that apply are guaranteed standards (you are entitled to receive compensation if we fail to reach these) and licence standards, which establish minimum service levels in key areas. The Notice of Rights document also details the performance achieved by our two networks for licence standards for the last reporting year.

    The guaranteed standards of performance are available separately for both of our regions (Scotland and southern England). These regulatory standards are the minimum acceptable level of service and we are committed to exceeding them wherever possible.

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    Complaints procedure and information

     

    Our complaint handling procedure (Nov 2014)

    Guaranteed performance standards (Scotland) (July 2014) 

    Guaranteed performance standards (Southern) (July 2014) 

    Notice of Rights (2015-16)