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Connection guaranteed standards of performance

The Connection Guaranteed Customer Service Standards are set out by the energy regulator, Ofgem. Below is a summary of all Connection guaranteed standards of performance;

The Connection Guaranteed Customer Service Standards are set out by the energy regulator, Ofgem.

Our performance against the standards in 2019/20 are set out below.

Regulatory year 2019/20

ServiceType of connectionTimescaleFailure paymentOur performance

Provision of budget estimate

Less than 1MVA10 working days£1304 Failures
1MVA or more20 working days£130
     
Provision of quotationDemand LV single service/ meter move

5 working days

£30 per working day late

0 failures
Demand LV small project

15 working days

£30 per working day late

Demand LV other

25 working days

£130 per working day late

Generation LV

45 working days

£130 per working day late

Demand HV

35 working days

£270 per working day late

Generation HV

65 working days

£270 per working day late

Demand EHV/132kV generation EHV/132 kV65 working days

£400 per working day late

UNMETERED - A scheme of 100 or less street lights or street furniture - LV25 working days

£30 per working day late

     

Make contact with the customer to schedule dates

Demand LV single service/ demand LV small project

7 working days

£30 per working day late

0 failures

Demand LV other

7 working days

£130 per working day late

Generation LV

7 working days

£130 per working day late

Demand HV or generation HV

10 working days

£270 per working day late

Demand EHV/132kV generation EHV/132kV

15 working days

£400 per working day late

     
Commence works on agreed dateDemand LV other £50 per working day late0 failures
Generation LV £50 per working day late
Demand HV or generation HV

 

£50 per working day late
Demand EHV/13kV generation EHV/132kV £50 per working day late
     
Complete works on agreed dateDemand LV single service/ demand LV small project £70 per working day late0 failures
Demand LV other £270 per working day late
Generation LV £270 per working day late
Demand HV or generation HV £400 per working day late
Demand EHV/13kV generation EHV/132kV £540 per working day late
     
Energise on agreed dateDemand LV other £270 per working day late0 failures
Generation LV £270 per working day late
Demand HV or generation HV £400 per working day late
Demand EHV/13kV generation EHV/132kV £540 per working day late
     
UNMETERED - A scheme of 100 or less street lights or street furniture - LVUnmetered Complete Works on New Site £30 per working day late3 failures
Unmetered Complete Works on Adopted Highway35 working days£30 per working day late
     
Street lights or street furniture - LVRepairs Faults – Multiple Units25 working days£30 per working day late0 failures
Repairs Faults – Single Unit25 working days£30 per working day late
     
Make paymentAll10 working days£1300 failures

 

Other Connections Guarantee Failures

3 failures reported for 2019/20 regulatory year – 1x HV Demand Quotation, 2 x Design Approval.