The guaranteed standards of performance are the minimum acceptable level of service you can expect from us. We are committed to exceeding them wherever possible.
The two forms of standards that apply are:
- Guaranteed standards - you are entitled to receive compensation if we fail to reach these
- Licence standards - minimum service levels in key areas as defined by Ofgem
Our Notice of Rights sets out the standards of performance that the industry regulator Ofgem requires the gas distribution networks to meet. It also details the performance achieved by our two networks for licence standards for the last reporting year.
Below is a summary of the guaranteed standards we strive to achieve. The Notice of Rights document provides a full details of what you will receive if we fail to deliver these standards.
GS1 Supply restoration
If your gas supply is interrupted, we will reconnect you within 24 hours.
GS2 Reinstatement of customer’s premises
Once we’ve completed any initiated work on your premises, we will reinstate private grounds within 5 working days, or 3 working days if you are on the Priority Service Register.
GS3 Domestic customers on the Priority Services Register (PSR)
If your gas supply is interrupted, we will provide alternative heating and cooking facilities within 4 hours, or within 8 hours if 250 or more premises are affected. Where an unplanned interruption to gas supplies effects 250 or more customers and lasts longer than 48 hours we will offer a hot meal to priority service registered customers every 24 hours. We will also offer access to hot water to those customers who are medically dependent on water.
GS1 Prior notice of planned interruptions to gas supply
We’ll give you at least 7 working days’ notice before any planned interruption to your gas supply.
GS14 Responding to complaints
Once we have received your complaint, we’ll issue a detailed response within 5 working days. Where a site visit or third-party enquiries are required, we will give you a first response within 5 working days and a full response within 10 working days.
Connecting a new gas supply, isolating an old gas supply or altering the position of a gas pipe
GS4 Provision of standard quotations up to 275kWh
If you request a standard quotation for a new connection or an alteration to an existing connection up to an including a flow rate of 275kwh per hour, or a disconnection up to 2 bar gauge, with no site visit, we will issue the quotation within 4 working days.
GS5 Provision of nonstandard quotations up to 275kWh
If you request a non-standard quotation for a new connection or an alteration to an existing connection up to an including a flow rate of 275kwh per hour, or a diversion involving a single main not exceeding 75mbar of pressure and pipes less that 180mm in diameter, or other disconnections up to 2 bar gauge, we will issue the quotation within 11 working days.
GS6 Provision of non-standard quotations over 275kWh
If you request a non-standard quotation for a new connection or an alteration to an existing connection up to and including a rate of flow of over 275kWh per hour or a diversion involving a single main not exceeding 75mbar of pressure and pipes less that 180mm in diameter, or other disconnections up to 2 bar gauge, we will issue the quotation within 21 working days.
GS7 Accuracy of quotations
If we fail to provide an accurate quotation. We will refund you any overcharge.
GS8 Responses to Land Enquiries
We will respond to land enquiries for a new connection, the alteration of an existing connection, a disconnection, or a diversion within 5 working days.
GS9 Provision of commencement and substantial completion dates up to 275kWh
Within 17 days of you accepting our quotation, we’ll specify the dates for starting and completing the work for connections and service alterations up to and including 275kWh.
GS10 Provision of commencement and substantial completion dates over 275kWh
Within 20 days of you accepting our quotation, we’ll specify the dates for starting and completing the installation and commission or your supply, for connections over 275kWh.
GS11 Substantial completion by agreed date
Where we have provided a date for installation and commission of a new connection or an alteration to an existing connection with contract sum of: - i) up to and including £1000 ii) over £1000 to £4000 iii) over £4000 to £20000 iv) over £20000 to £50000 v) over £50000 to £100000.
GS12 Notification and Payments
Where we have failed any of the above Standards, we will make the payment within 10 working days of the compensation becoming due.