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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 2018/19 are set out below.

Regulatory year 2018/19

ServiceType of connectionTimescaleFailure paymentOur performance
Make paymentAll10 working days£1300 failure
Provision of budget estimateLess than 1MVA10 working days£1301 failure
1MVA or more20 working days£130
Provision of quotationDemand LV single service/ meter move5 working days£30 per working day late0 failure
Demand LV small project15 working days£30 per working day late
Demand LV other25 working days£130 per working day late
Generation LV45 working days£130 per working day late
Demand HV35 working days£270 per working day late
Generation HV65 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 - LV

25 working days£30 per working day late
Make contact with the customer to schedule datesDemand LV single service/ demand LV small project7 working days£30 per working day late0 failure
Demand LV other7 working days£130 per working day late
Generation LV7 working days£130 per working day late
Demand HV or generation HV10 working days£270 per working day late
Demand EHV/132kV generation EHV/132kV15 working days£400 per working day late
Commence works on agreed date failure payment0 failure
Demand LV other£50 per working day late
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 failure
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 failure
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 late0 failure
Unmetered Complete Works on Adopted Highway35 working days£30 per working day late
Street lights or street furniture - LVRepairs Faults - Multiple Units20 working days£30 per working day late
Repairs Faults - Single Unit25 working days1 failure

Other Connections Guarantee Failures

3 failures reported for 2018/19 regulatory year - EHV POC Information.