Today, the energy regulator Ofgem has confirmed the outcome of its investigation into SGN’s failure to achieve its 97% Standards of Service in 2022/23.
As agreed with Ofgem, we will make a payment of £5.8 million (Southern) and £700,000 (Scotland) into the regulator’s Voluntary Redress Fund.
We take our responsibilities to meet our regulatory standards of service extremely seriously and are deeply disappointed to have failed them on this occasion.
The cause was the availability of resources in key frontline roles compounded by a spike in cold weather in December 2022, which contributed to making a challenging situation worse.
We have taken remedial steps to address this shortfall. Since 2023, our performance has returned to the high levels of performance that our customers expect.