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/The legal stuff/Standards of service

The legal stuff

The legal stuff

Standards of service

As part of our Supply Licence, we're legally obliged to meet guaranteed standards relating to billing, metering and customer enquiries.

All of our staff are carefully selected and receive extensive training to make sure you receive the highest level of customer service.

Our customer contact team are rigorously monitored and retested on their competencies throughout the year, to help us to give you a consistent, high quality standard of service.

We are your electricity and gas supplier. But between them, your gas transporter and electricity distribution network operator own the network of gas pipes and wires and cables that supply the gas and electricity directly to your home or business.

The industry regulator, the Office of Gas and Electricity Markets (Ofgem), sets guaranteed standards of performance for all gas transporters and local electricity distribution network operators.

These standards ensure you receive a required level of service in a number of areas, set out in the reports below. Then if your gas transporter or electricity distribution network operator fail to meet these standards you're entitled to receive compensation.

Ofgem also sets Licence Conditions where gas transporters are required to meet a minimum percentage against service levels. This is measured annually. Licence Conditions cover response to telephone calls made to the National Gas Emergency Service and responding to your emergency.

Dog-eared document iconGuaranteed standards of performance for electricity distributors (PDF, 491.7 Kb)
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Climate Clock

The Climate Clock is a version of the Doomsday clock that has been running since 1947 - this tracks the risk of global man-made disaster, through man made technology (like nuclear weapons) - displaying the minutes and seconds left before midnight, when disaster strikes. The climate crisis is a small part of the calculations made.
The climate clock uses a similar approach, but, focuses only on the climate crisis - which is the biggest and most urgent existential threat we face.
"The Climate Clock is a countdown to the biggest man-made disaster we face - but also a measure by which we can track our progress - moving from fossil to renewable energy. It shows we have no time to lose - the clock is ticking…" Dale Vince, OBE.