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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.

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 ServiceStandardPayment

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