Guaranteed standards of performance

As a licensed energy supplier, there are certain standards that we are required to adhere to in relation to some specific services that we provide to our Micro Business customers. These are set by Ofgem and are known as the Guaranteed Standards of Performance. We are also required to inform you of similar standards which are binding on your local Electricity Network Operator

Our Guaranteed Standards of Performance

Appointments

There may be times when we need to visit the property to carry out functions such as reading a meter or fulfilling our obligations under our supply licence. Alternately, you may ask us to visit the property for whatever reason.

We will always try to arrange any appointment within a reasonable time period, generally no more than 2 weeks from when we originally discussed this with you, although we will try to accommodate your preferences in relation to this. We will always try to offer you an appointment at a time convenient to you where this is possible.

Appointments will always be within normal working hours (9am to 5pm Monday to Friday) and we will keep to an agreed appointment time unless you have asked us to cancel it or we have asked to re-arrange it and you have agreed to this new appointment time.

If we fail to carry out the appointment at the time that we have agreed, we’ll pay you £30 within 10 working days. If we do not make this payment within 10 working days, we’ll pay you an additional £30 within a further 10 working days. Payments will be made as a credit to your account unless you and we agree otherwise.

Redirection of Payments

There may be occasions when your local electricity network operator or gas network operator is required to make a payment to you under their Guaranteed Performance Standards which are set out below. This payment will be made to us and we are then required to pass it on to you within 10 working days of the date that we receive it from the relevant network operator.

If we fail to do this, we’ll pay you £30 within 10 working days. If we do not make this payment within 10 working days, we’ll pay you an additional £30 within a further 10 working days. Payments will be made as a credit to your account unless you and we agree otherwise.

Electricity Network Operator Standards of Performance

Main Fuse Failure

If the main fuse at the property fails and you tell your local electricity network operator about this between 7am and 7pm on a working day, they will send someone to the property within 3 hours. If you tell them about this on a weekend or bank holiday, they will send someone to the property within 4 hours.

If they don’t send someone to the property within the deadlines above, you’ll receive a payment of £30.

Rota Disconnection

In certain very unlikely situations it may be necessary for your local electricity network operator to interrupt the supply to your property so that the available electricity supply can be shared on a rota basis between different areas.

If your electricity network operator has to do this and you have no electricity supply to the property for 24 hours or more, you may be eligible for a payment of £150.

Multiple Supply Interruptions

If you experience at least 4 power cuts, each of which last for 3 or more hours during any 12-month period (commencing on April 1 every year), you may be eligible for a payment of £75.

Restoration of Electricity Supply in Normal Weather Conditions

If the electricity supply to the property fails during normal weather conditions due to a problem on your local electricity network, the electricity network operator will restore the electricity supply within 12 hours of becoming aware of the problem.

If your electricity network operator fails to do this, you will receive a payment of £150. A further £35 payment is due for each additional 12-hour period beyond the initial 24-hour period that the electricity supply to the property is not restored.

If the electricity supply to the property fails during normal weather due to a single problem on your local electricity network which affects 5000 or more properties, the electricity network operator will restore the electricity supply within 24 hours of becoming aware of the problem.

If your electricity network operator fails to do this, you’ll receive a payment of £150. A further £35 payment is due for each additional 12-hour period beyond the initial 24 hour period that the electricity supply to the property is not restored, up to a maximum of £300 in total.

Restoration of Electricity Supply in Severe Weather Conditions

If the electricity supply to the property fails during severe weather conditions due to a problem on your local electricity network, it will be restored within a defined period, dependent on the number of properties affected by that event. In these circumstances, the amount of time within which your electricity network operator is required to restore supply to the property varies from 24 hours to over 48 hours.

If your electricity network operator fails to restore the electricity supply within the prescribed timescale, you’ll receive a payment of £70. A further £70 payment is due for each additional 12-hour period beyond the prescribed timescale that the electricity to the property is not restored up to a maximum of £700 in total.

Notice of Planned Interruption of Electricity Supply

If your electricity network operator needs to interrupt the electricity supply to the property for whatever reason, they’re required to give you at least 2 calendar days’ notice of this.

If they fail to do this, you’ll receive a payment of £60.

Voltage Complaint Investigationl
If you tell your local electricity network operator that you have a problem with the voltage of your supply, they’re required to visit the property within 7 calendar days or explain the problem to you in writing within 5 working days.

If they fail to do this, you’ll receive a payment of £30.

Appointments

If your electricity network operator needs to visit the property, they must offer you either a morning appointment (before 1pm) or an afternoon appointment (after 12pm). Alternately they must offer you a fixed 2-hour appointment slot if you request this. If they fail to make or keep an appointment with you then you’ll receive a payment of £30.

Failure to make payment under the Standards of Performance

If your electricity network operator fails to pass us any of the payments that are due to you for not meeting any of the Standards of Performance listed above within 10 calendar days (apart from the Standard for Restoration of Electricity Supply in Severe Weather Conditions, where the electricity network operator will make payment as soon as is reasonably practicable), you may be eligible for a payment of £30.

Electricity Connection Guaranteed Standards

Electricity Connection Guaranteed Standards

This section sets out the guaranteed standards for metered demand and generation connection services provided by your electricity network operator, which owns the wires through which electricity is supplied to the property. Please note the electricity network operator is not responsible for metering or billing - this is done by your energy supplier.

This section of this document summarises the Electricity (Connection Standards of Performance) Regulations 2015 (in relation to metered demand connections) and the Direction under Distribution Licence Condition 15A (in relation to generation connections).

If your local electricity network operator fails to meet any of the connection guaranteed standards you are entitled to receive a payment.

In some circumstances, the guaranteed standards may not apply, including events beyond your local electricity network operator’s control, industrial action, the actions of third parties or not being able to gain access to premises. If the electricity network operator claims any of these exemptions, it will need to show that it took all reasonable steps to prevent the circumstances occurring and to prevent failure.

These guaranteed standards also do not apply:

Where some of the connections work is to be carried out by an independent connections provider. Separate service standards and compensation arrangements apply for the aspects of the connections work that the electricity network operator undertakes; or Where reinforcement is required due to the installation of approved equipment (such as small scale generation) at domestic premises or small businesses where no modification to the physical connection is needed and no connection charge is made. Where a new demand connection includes the installation of a single small scale generation unit (SSEG), the relevant demand standards will apply. Where a new demand application includes the installation of multiple SSEG generation or large scale (G59) generation, the relevant generation standards will apply.

The electricity network operator guarantees its key connection services. These guarantees apply to new or modified connections. However, please note that works solely associated with moving a customer’s meter are only included within the scope of “modified connections” for the purposes of Budget Estimates, Quotations and the Quotation Accuracy Scheme.

Provision of Budget Estimates

If you ask your local electricity network operator for a desk-top budget estimate of connection costs that don’t require a visit, they will provide this information within the following timescales (based on te assumption they have all the information they need and been paid any applicable fees)

If the required capacity of the connection is less than 1 MVA, it will provide the budget estimate within 10 working days.

If the required capacity of the connection is 1 MVA or more, it will provide the budget estimate within 20 working days.

If the electricity network operator fails to meet these timescales you will receive a payment of £85.

Provision of Quotations

If you ask your local electricity network operator for a quotation (a formal offer of terms) for a connection, they will provide this within the following timescales from when you have given them all the information that they need and paid it any applicable fees.

If they fail to provide you with a quotation, they will pay you a fixed amount for each working day that they are late in doing so.

Quotation Accuracy Scheme

This only applies to customers asking for a quotation for a single LV service demand connection or for small-project demand connections.

Customers have the right to challenge the accuracy of their quotation under the Quotation Accuracy Scheme. If the quotation is found to be inaccurate or incomplete, your local electricity network operator will make a fixed payment. They will provide you with a correct quotation and also refund you the amount of any overpayment you may have made. However, if it turns out that they have undercharged you then they will require you to pay the additional amount.

They will agree dates to commence the works, complete the works (or a phase of works specified in the quotation) and, if required, energise the supply. These dates may be varied at the customer’s request or agreement or as notified by the electricity network operator (for example if severe weather causes them to postpone planned works, if there are delays in obtaining wayleave consents, if they are unable to undertake live working on their system for safety reasons or prerequisite works have not been completed). They will commence on-site work, complete the on-site works and energise if required, on the agreed dates.

If they fail to meet an agreed date, they will pay you a fixed amount for each working day that they are late in doing so.

Notification of Payment under Electricity Connections Guaranteed Standards

If your local electricity network operator fails to meet any of these standards, they will make your payment by cheque, by electronic transmission or as a credit to your connection invoice within 10 working days of the failure (for budget estimates), within 10 working days of a quotation being found to be incomplete or inaccurate (for the quotation accuracy scheme) and within 10 working days of completion of the job (for all the other standards covered by this document).

If they fail to make payment within the above timescales they will send you an additional payment of £65.

Any payments that you receive under the Electricity Connections Guaranteed Standards will not prejudice your entitlement to any other remedy or action that may be open to you because of your electricity network operator’s failure.

Contacting Your Local Electricity Network Operator

Please find below a map showing the electricity network operators across all regions and details of how to contact them.

Before we can provide you with the right quote for your business electricity, we need to determine what kind of organisation you are. Please can you answer these 3 simple questions:

1. Does your organisation consume less than 50,000kWh per year?

2. Do you have a meter type that is a Profile class 1,2,3 or 4?

3. Does your meter have 3 charge rates per meter or less?

(You should be able to find all this information out from your current electricity invoice but if you’re unsure, please just email us at solutions@brytenergy.co.uk)

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