All energy companies are required by law to meet minimum levels of service for every customer, known as Guaranteed Service Standards (GSS). The standards are set by the energy regulator, Ofgem. If the energy companies fail to meet these standards, there is an agreed level of compensation they should pay you.
These payments vary from £10 to £50 and can cover things like: If they fail to attend a arranged appointment, do not respond to letter within 5 working days, if they cancel or rearrange an agreed appointment and give less than 1 working day notice.
Please note that every supplier operates under the GSS and this is not a 'Goodwill gesture', they must pay this by law. (Source: Citizens Advice - Guaranteed standards for energy companies )
Here are some GSS's out there:
EDF: http://www.edfenergy.com/products-services/for-your-home/documents/leap/customer-guarantees.pdf
Eon: https://www.eonenergy.com/~/media/PDFs/For-your-home/heat/standards of service.pdf
SSE Electricity: https://www.sse.co.uk/uploadedFiles.../Documents/BI054 Guaranteed Standards SSE.pdf
Npower: http://www.npower.com/idc/groups/wcms_content/@wcms/@busi/documents/digitalassets/wcms_000980.pdf
British Gas: http://www.britishgas.co.uk/content/dam/british-gas/about us/pdfs/look_how_we_are_doing.pdf
Scotish Power: https://www.scottishpower.co.uk/pdf/standard_of_service_information.pdf
SSE Water: http://www.sse.co.uk/uploadedFiles/...ts/Full GSS - SSE final version-styled(1).pdf
These are just some examples, if I haven't listed your supplier all you have to do is google 'guaranteed service standard [your supplier]' and look for the PDF file on the results as they tend to hide these deep into their websites!
Just thought of spreading the info. I hope this helps some of you as not many people are aware of this type of payment imposed by Ofgem to ensure good standard of the service we receive as customers.
These payments vary from £10 to £50 and can cover things like: If they fail to attend a arranged appointment, do not respond to letter within 5 working days, if they cancel or rearrange an agreed appointment and give less than 1 working day notice.
Please note that every supplier operates under the GSS and this is not a 'Goodwill gesture', they must pay this by law. (Source: Citizens Advice - Guaranteed standards for energy companies )
Here are some GSS's out there:
EDF: http://www.edfenergy.com/products-services/for-your-home/documents/leap/customer-guarantees.pdf
Eon: https://www.eonenergy.com/~/media/PDFs/For-your-home/heat/standards of service.pdf
SSE Electricity: https://www.sse.co.uk/uploadedFiles.../Documents/BI054 Guaranteed Standards SSE.pdf
Npower: http://www.npower.com/idc/groups/wcms_content/@wcms/@busi/documents/digitalassets/wcms_000980.pdf
British Gas: http://www.britishgas.co.uk/content/dam/british-gas/about us/pdfs/look_how_we_are_doing.pdf
Scotish Power: https://www.scottishpower.co.uk/pdf/standard_of_service_information.pdf
SSE Water: http://www.sse.co.uk/uploadedFiles/...ts/Full GSS - SSE final version-styled(1).pdf
These are just some examples, if I haven't listed your supplier all you have to do is google 'guaranteed service standard [your supplier]' and look for the PDF file on the results as they tend to hide these deep into their websites!
Just thought of spreading the info. I hope this helps some of you as not many people are aware of this type of payment imposed by Ofgem to ensure good standard of the service we receive as customers.
