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
| 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.