Our service standards
ESP Electricity values highly the service that
we provide to our customers. We
aim to not only meet, but to exceed the guaranteed
standards of service that are required
by Ofgem. If
we do not meet a standard (subject to
certain exclusions) we are obliged to
compensate you with a penalty payment
via your electricity supplier.
In the unlikely event that we fail to meet a standard, you do not
need to advise us that you have a claim for compensation. We will make the payment to you, within 10 working days, via your supplier.
Your electricity supplier usually sends you a copy of the
industry standards at least once a year. However, we have detailed below the
current standards as required by Ofgem:
|
OFGEM GUARANTEED STANDARDS OF SERVICE
|
|
Guarantee
|
Standard
|
Penalty
|
|
Distributors fuse
|
Call within 3 hours of notification - weekdays
7am to 7pm
Call within 4 hours of notification
- weekends/bank holidays between 8am to 6pm
|
£20 domestic
£20 non-domestic
|
|
Restoration of supply
|
Within 18 hours of being notified or becoming
aware of loss of supply
For each 12 hours thereafter
|
£50 domestic
£100 non-domestic
£25 domestic
£25 non-domestic
|
|
Multiple interruptions
|
No more than 3 interruptions of 3 hours or more
(from the time we are made aware of the loss of supply) in the 12 months from
1st April
(Not including planned interruptions)
|
£50 domestic
£50 non-domestic
|
|
Estimate of charges for connection
|
5 working days - no extension
to system
15 working days - extension
to system required
|
£40 domestic
£40 non-domestic
|
|
Notice of planned interruption of supply
|
5 working days notice required
|
£20 domestic
£40 non-domestic
|
|
Voltage complaints
|
Explanation within 5 working days or visit
within 7 working days
|
£20 domestic
£20 non-domestic
|
|
Correspondence
|
Reply within 5 working days
|
£20 domestic
£20 non-domestic
|
|
Appointments
|
Must be kept
Min am/pm and 2 hour time band option offered
|
£20 domestic
£20 non-domestic
|
|
Estimate of charges for repositioning a meter
(service alterations)
|
Send within 5 working days
|
£40 domestic
£40 non-domestic
|
|
Service alterations
|
Start work within 15 working days of acceptance
of quotation
|
5% discount min £20
|
|
Guarantee
|
Write and make payment within 10 working days
of failure or extra penalty becomes due.
|
£20 domestic
£20 non-domestic
|
A fee of £10 (plus VAT)
will be payable for each copy of our statement
of criteria for measurement of security, availability and quality
of service which is provided in accordance
with a request. An electronic copy, free of
charge, is available by emailing: electricity@espipelines.com |
