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
| Service | Type of connection | Timescale | Failure payment | Our performance |
|---|---|---|---|---|
Provision of budget estimate | Less than 1MVA | 10 working days | £130 | 4 Failures |
| 1MVA or more | 20 working days | £130 | ||
| Provision of quotation | Demand 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 kV | 65 working days | £400 per working day late | ||
| UNMETERED - A scheme of 100 or less street lights or street furniture - LV | 25 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 date | Demand LV other | £50 per working day late | 0 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 date | Demand LV single service/ demand LV small project | £70 per working day late | 0 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 date | Demand LV other | £270 per working day late | 0 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 - LV | Unmetered Complete Works on New Site | £30 per working day late | 3 failures | |
| Unmetered Complete Works on Adopted Highway | 35 working days | £30 per working day late | ||
| Street lights or street furniture - LV | Repairs Faults – Multiple Units | 25 working days | £30 per working day late | 0 failures |
| Repairs Faults – Single Unit | 25 working days | £30 per working day late | ||
| Make payment | All | 10 working days | £130 | 0 failures |
Other Connections Guarantee Failures
3 failures reported for 2019/20 regulatory year – 1x HV Demand Quotation, 2 x Design Approval.
We have separate Guaranteed Standards when undertaking non-contestable connections works only. The Non-Contestable Connections Service Standards are set out below:
| Non-Contestable only Service | Standard | Payment |
|---|---|---|
Provide a quotation for low voltage demand. For a new demand connection to the licensee’s distribution system where the highest voltage of the assets at the point of connection and any associated works is not more than one kilovolt | Within 15 Working Days of receiving the request | £130 |
Provide a quotation for low voltage generation. For a new generation connection to the licensee’s distribution system where the highest voltage of the assets at the point of connection and any associated works is not more than kilovolt | Within 30 Working Days of receiving the request | £130 |
Provide a quotation for high voltage demand. For a new demand connection to the licensee’s distribution system where the highest voltage of the assets at the point of connection and any associated work is more than one kilovolt but not more than 22 kilovolts | Within 20 Working Days of receiving the request | £270 |
Provide a quotation for high voltage generation. For a new generation connection to the licensee’s distribution system where the highest voltage of the assets at the point of connection and any associated works is more than one kilovolt but not more than 22 kilovolts | Within 50 Working Days of receiving the request | £270 |
Provide a quotation for extra high voltage demand. For a new demand connection to the licensee’s distribution system where the highest voltage of the assets at the point of connection and associated works is more than 22 kilovolts but not more than 72 kilovolts | Within 50 Working Days of receiving the request | £400 |
Provide a quotation for other connection for a new demand or generation connections to the licensee’s distribution system | Within 65 Working Days of receiving the request | £270 |
Provide information on point of connection. Provision of technical information necessary to enable the applicant to identify the proposed location and characteristics of the point of connection of the premises to the licensee’s distribution system, where the highest voltage of the assets at that point and any associated works is more than 22 kilovolts but not more than 72 kilovolts | Within 30 Working Days of receiving the request | £130 |
Design submissions for low and high voltage connections. Provide in response to a design submitted by the applicant for the licensee’s approval, outlining a new proposal for connecting premises to the licensee’s distribution system, provide a written approval of the proposed design or a written rejection stating the reasons for the rejection | Within 10 Working Days of receiving the proposed design (unless any part of it would require or directly affect the use of extra high voltage assets) | £130 low voltage £270 high voltage |
Design submissions for extra high voltage and other connections. Provide in response to a design submitted by the applicant for the licensee’s approval, outlining a new proposal for connecting premises to the licensee’s distribution system, provide a written approval of the proposed design, or a written rejection stating the reasons for the rejection. | Within 20 Working Days of receiving the proposed design | £400 |
Final works and phased energisation low voltage connections. Complete the final works for a low voltage connection. | Within 10 Working Days of receiving the request or on a later date that has been requested by the applicant and agreed by the licensee | £270 |
Final works and phased energisation high voltage connections. Complete the final works for a high voltage connection. receiving the request or on a later date that has been requested by the applicant and agreed by the licensee | Within 20 Working Days of receiving the request or on a later date that has been requested by the applicant and agreed by the licensee | £400 |
Final works and phased energisation extra high voltage connections. Complete the final works for an extra high voltage connection. | Within 20 Working Days of receiving the request or on a later date that has been requested by the applicant and agreed by the licensee | £270 |
Final works and phased energisation low voltage energisation. Complete the works required for a low voltage phased energisation. | Within five Working Days of receiving the request or on a later date that has been requested by the applicant and agreed by the licensee | £270 |
Final works and phased energisation high voltage energisation. Complete the works required for a high voltage phased energisation | Within 10 Working Days of receiving the request or on a later date that has been requested by the applicant and agreed by the licensee | £400 |