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Our Standards

1. Standards of Service

We believe you deserve great service and will always work hard to make sure that is the case. Part of our commitment to this is to make sure things are kept simple, easy to understand and transparent. Therefore, we want to let you know about the standards that are set within the industry and when they apply.

There are two sets of standards that we must meet as part of our supplier license. These are; Guaranteed Standards, where set levels of payments must be made if the standards are not met and Overall Standards, which are used to measure our performance.

As well as telling you about the standards that OneSelect must meet we also need to tell you about the Guaranteed Standards of Performance that your Electricity Network Operator needs to meet and the Guaranteed and Overall Standards that apply to your Local Gas Network Operator. There are different companies covering each part of the country and they are responsible for maintaining the energy supply through the UK.

2. Guaranteed Standards
Our commitment If we fail
Appointments
OneSelect will look to agree an appointment that is convenient for you. We have appointments between 8am and 5pm and you can choose a morning or afternoon appointment, both will cover a 4-hour time slot. All appointments will depend of availability.
If we don’t offer you an appointment or don’t make an appointment that has been arranged, we will pay you £30 per appointment. This will not apply if we give you at least a day’s notice of any cancelled appointment, or if the appoint must be cancelled due to circumstance outside of our control
Account Enquiries (electricity only)
If you contact us a) about the accuracy of your electricity bill, and/or b) to change how you pay for your electricity and we are unable to agree to this, and/or c) you have a query as to whether you are due compensation under the Guaranteed Standards of Service, we will respond within five working days. If we confirm a payment is due, we will make that payment within five working days of the date of our response.
If we don’t respond, or we fail to make the guaranteed standard of service payment (where eligible) within these timeframes we will pay you £30 per failure.
Faulty Meter

If you tell us, you think your electricity and/or gas meter is faulty we will provide a full explanation within five workings days.

Should we not be able to fully explain the situation within five working days, we will contact you within seven working days, to arrange a suitable time for an engineer to call to investigate.

Notification of payment under Guaranteed Standards of Service.

If we have failed to meet any Guaranteed Standard we will make payment within 5 working days of us becoming aware of the failure.

If we don’t provide a full explanation, or where we can’t provide an explanation, contact you to arrange a suitable appointment within these timescales we will make a payment of £30 for electricity and/or gas.

If we have arranged an appointment for an engineer to investigate and this is not kept and we have failed to give you at least a day’s notice, we will make a payment of £30 per appointment. Unless the failed appointment is due to circumstances we cannot control.

If we fail to make the payment within this timescale we will make an additional payment of £30 within 10 working days.

There are exceptions to the Guaranteed Standard compensation scheme, covering circumstances outside of our control. These include:

  • Severe Weather
  • Third Party action or strikes outside of our control
  • Customers cancelling appointments
  • Customers not being available when we call at the agreed time
  • Service requests being made outside the timeframes detailed above
  • Appointments being cancelled by us, the Electricity Network Operator or Gas Transporter, where at least one day’s notice has been given
3. Overall Standards of Service

The following Overall Standards of Service are not covered by the compensation scheme. OneSelect will publish our performance against out targets on an annual basis, with our first year’s figures being published after April 2018.

Activity Our Target
Restoring a Supply

If we cut off your electricity and/or gas supply because of payments not being made, we should restore it within 24 hours if you pay the balance owed or agree a payment plan with us.

Target: 100%, Performance: N/A
Moving a Meter

If you tell us you need to have your meter moved, we should do this within 15 working days of receiving your request. This depends on you having met any conditions of moving the meter, for example having paid any applicable charges should you not be eligible to have the meter moved free of charge.

Target 100%, Performance: N/A
4. Guaranteed Standards of Performance for Electricity Network Operators

The Guaranteed Standards that apply to your local Electricity Network Operator are listed below. Your operator depends on where you live, so we’ve provided a list so you can check who it is for you.

The commitment Result if not met
Restoration of supply- normal weather

If there is a problem on your local electricity network operator’s network which causes you to lose your electricity supply, during normal weather conditions, your local electricity network operator will restore your supply within 12 hours of first becoming aware of the problem.

If your local electricity network operator doesn’t restore your supply in the stated time, then provided you make a valid claim within three months of the loss of supply you will be entitled to compensation. You will receive £75 for being off supply for over 12 hours and a further £35 for each additional 12 hours you are without a supply.
Restoration of supply – normal weather – over 5,000 supplies affected

If, during normal weather conditions, a single incident on your local electricity network operator’s network caused you to lose your electricity supply but where this affects over 5,000 properties, your electricity network operator will restore it within 24 hours of first becoming aware of the problem.

If your local electricity network operator doesn’t restore your supply in the stated time, then provided you make a valid claim within three months of the loss of supply you will be entitled to compensation. You will receive £75 for being off supply for over 12 hours and a further £35 for each additional 12 hours you are without a supply.
Restoration of supply – severe weather

If, severe weather causes a problem on your local electricity network operator’s network which means you lose your supply, your electricity network operator will restore it within the period prescribed by the regulations in line with the severity of the event:

Category 1 (medium events) – Lightning events – When an electricity network operator experiences at least eight times the normal number of higher voltage faults in one day – supplies will be restored within 24 hours.

Category 1 (medium events) – Non-lightning events – When a distributor experiences eight or more but fewer than 13 times the normal number of higher voltage faults in one day – supplies will be restored within 24 hours.

Category 2 (large events) – Non-lightning events – When a distributor experiences at least 13 times the normal number of faults in 1 day – supplies will be restored within 48 hours.

Category 3 (very large events) – Any severe weather events where at least 35% of exposed customers are affected – supplies will be restored within a period as calculated using a formula based on the number of customers affected

If your local electricity network operator doesn’t restore your supply in the stated time, then provided you make a valid claim within three months of the loss of supply you will be entitled to compensation. You will receive £70 plus a further £70 for each additional 12 hours you are without supply up to a maximum of £700. These payments will be made as soon as reasonably practicable.
Power Shortages

In very rare situations there may be supply shortages within your local area. If this were to happen, your local electricity network operator may rotate the energy being supplied to properties within your area. This means you may be without a supply, however, if this is the case, your local network operator will ensure you are left without electricity for a total of no more than 24 hours.

If you are off supply for longer than 24 hours during this type of event, then provided you make a valid claim within three months of the event happening, your local network operator will arrange for you to receive £75.
Main’s Fuse Issues

If, because of information you provide, your local electricity network operator believes the main fuse between the incoming supply cable and your meter has or might have failed, your local electricity network operator will, provided you notify it between 7am and 7pm, attend your premises within three hours on weekdays. On weekends and bank holidays it will attend within four hours provided your notification is between 9am and 5pm. If you notify it outside of these times, your call will be treated as if it had been received at the beginning of the next day.

If your local electricity network operator doesn’t attend, then it will arrange for you to receive a £30 payment as compensation.
Planned Supply Interruption notification

If your local electricity network operator needs to carry out planned work that will mean your electricity supply needs to be interrupted, you should be given at least two days’ notice ahead of this.

If your local electricity network operator doesn’t give you at least two days’ notice ahead of any planned interruption or if your supply is interrupted on a different day, then provided you make a valid claim with one month of the event, your network operator will arrange for you to receive £30 as compensation.
Multiple Supply Interruptions

If you experience four or more separate supply interruptions, lasting for 3 hours or more, in any 12-month period between 1 April and 31 March you may be due compensation.

If this happens to you and provided you make a valid claim within three months of the end of the year in which the claim relates, with the yearend being 31 March, then your local network operator will arrange for you to received £75. Your claim will need to detail the affected properties address and the dates of the supply interruptions. You cannot claim for any incidents where a payment has already been made.
Appointments

If you contact your local electricity network operator to make an appointment, this will either be offered as an AM or PM appointment or you’ll be given a fixed two-hour time frame.

Should your local electricity network operator or their representatives fail to keep an agreed appointment, they will arrange for you to receive a £30 payment.
Supply Voltage Enquiries

If you contact your local electricity network operator about a problem with the supply voltage at your property, they must make an appointment to visit you within seven working days. Alternatively, they will write to you to explain the reason for the problem with five working days.

Should your electricity network operator fail to do either, they will arrange for you to receive £30.
Payment of Guaranteed Standard failures

Your local electricity network operator will tell you any time it may have failed to meet a standard, except for those where you need to make a claim. In all cases your payment will be made within 10 working days of your network operator becoming aware of the failure, except for those failures relating to severe weather incidents causing supply interruptions, in which case the payment will be made as soon as is reasonably practicable.

If either you or your electricity supplier, are not notified or if the payment is not sent within these timeframes, then your local network operator will arrange for you to receive an extra £30.
5. New energy supply quotations

There are set timescales in which your local electricity network operator must provide you with any quotation (i.e. a formal offer of terms) which you have asked it for. The timescales apply from the point at which you have provided all required information and paid any fees that may apply. If these timescales are not met, then you will be paid a fixed amount per working day it is late in providing the quote.

Connection Type Timescale for demand Timescale for Generation Late Payment (per working day)
A single Low Voltage service demand connection or a service alteration (including any work associated with moving a meter) 5 working days N/A £30
Small project demand connection – domestic developments of 2-4 units requiring no Low Voltage network extension; or 1-4 units requiring Low Voltage network extension; or single premises of any kind requiring 2- or 3- phase connections, in all cases involving Low Voltage only and whole-current metering). 15 working days N/A £30
Other Low Voltage connections with Low Voltage works 25 working days 45 working days £130
Connections involving High Voltage works 35 working days 65 working days £270
Connections involving Extra High Voltage works 65 working days 65 working days £400
6. Quotation Accuracy Scheme

The Quotation Accuracy Scheme only applies for customers who have asked for a quotation for a single Low Voltage service or demand connection or for any small project demand connections.

Under this scheme customers have the right to challenge the accuracy of the quotation they have been given. Should the quote be found to be either inaccurate or incomplete then, the local electricity network operator will arrange for the customer to receive a fixed payment, provide a correct quotation and refund any overpayment that may have been made. However, if it is found the customer has been undercharged they will be required to repay the extra amount.

Connection Type Payment
A single Low Voltage service demand connection or alteration (including any work associated with moving a meter) £670
Small project demand connection – domestic developments of 2-4 units requiring no Low Voltage network extension; or 1-4 units requiring Low Voltage network extension; or a single premise of any kind requiring 2- or 3- phase connections, in all cases involving Low Voltage only and whole-current metering). £1340
7. Timescales for scheduling and for completion of work

Single Low Voltage service and small Low Voltage project demand connections

Scheduling:

Your local electricity network operator will contact you within seven working days to discuss dates for carrying out the works, once it has received you written acceptance of its quotation and your payment of the full amount quoted. It may not always be possible to agree a date when you are first contacted, if, for example, wayleaves (rights to access over land) or other consents are required. Please note that work associated with moving meters are not covered under this standard. If you are not contacted within seven working days, then your local electricity network operator will arrange for you to be paid £30 for each working day it is late in doing so.

Commencing and Completion of works:

Once a date is agreed to complete the works (or a phase of works as specified in the quotation), this may be varied at your request or agreed or as notified by the electricity network operator (for example if severe weather causes it to postpone planned works, if there are delays in obtaining wayleaves or other consents, or if prerequisite works have not been completed). The work will then be completed on the agreed date. If your local electricity network operator fails to complete the work on the agreed date, they will arrange for you to receive £70 for each working day it is late in doing so.

All other Low Voltage connections, High Voltage and Extra High Voltage connections

Scheduling:

Your local electricity network operator will contact you within a set number of days to discuss dates for carrying out the works, once it has received you written acceptance of its quotation and your payment of the full amount quoted. It may not always be possible to agree a date when you are first contacted, if, for example, wayleaves (rights to access over land) or other consents are required. Please note that work associated with moving meters are not covered under this standard.

Connection Type Timescale to make contact Late payment per working day
Other Low Voltage connections with Low Voltage works 7 working days £130
Connections that involve High Voltage works 10 working days £270
Connections with Extra High Voltage works 15 working days £400
Commencing and Completing Work:

Once a date is agreed to complete the works (or a phase of works as specified in the quotation), this may be varied at your request or agreed or as notified by the electricity network operator (for example if severe weather causes it to postpone planned works, if there are delays in obtaining wayleaves or other consents, or if prerequisite works have not been completed). The work will then be completed on the agreed date.

Connection Type Payment, per working day, for commencing work late Payment, per working day, for completing work late Payment, per working day, for completing work late
Other Low Voltage connections with Low Voltage works £50 £270 £270
Connections that involve High Voltage works £50 £400 £400
Connections with Extra High Voltage works £50 £540 £540
8. Electricity Network Operator contact details
Power cuts:
Power cuts:

If you suffer a power cut please dial 105, which is the free national number for reporting loss of supplies. You will be put through to your local network operator.

In a Power cut please check to see if any of your neighbours or other properties in your street are affected. If it is just your property, then you should speak to a qualifies electrician for assistance. However, if other properties in your street are affected too then please call 105 for help, or use the first two digits from your Supply Number, found on your bill, and use this to find your network operator in the table below.

Name Operational Area Market Participant ID and Short Code Emergency Power Loss No. and Website Address
UK Power Networks East of England EELC
10
0800 316 3105
www.ukpowernetworks.co.uk
Fore Hamlet, Ipswich, IP3 8AA
Western Power Distribution East Midlands EMED
11
0800 678 3105
www.westernpower.co.uk
Avonbank, Feeder Road, Bristol, BS2 0TB
UK Power Networks London LOND
12
0800 316 3105
www.ukpowernetworks.co.uk
Fore Hamlet, Ipswich, IP3 8AA
SP Energy West Midlands MIDE
14
0800 678 3105
www.westernpower.co.uk
Avonbank, Feeder Road, Bristol, BS2 0TB
Northern Power Grid North of England NEDL
15
0800 668 877
www.northernpowergrid.com
Manor House, Station Road, Penshaw, Houghton Le Spring, DH4 7LA
Electricity North West North West England NORW
16
0800 195 4141
www.enwl.co.uk
304 Bridgewater Place, Warrington, WA3 6XGA
SSE Power Distribution North of Scotland HYDE
17
0800 300 999
www.ssepd.co.uk
2nd Floor, Inveralmond House, 200 Dunkeld Road, Perth, PH1 3AQ
SP Energy Networks Central & Southern Scotland SPOW
18
0800 092 9290
www.spenergynetworks.co.uk
55 Fullarton Drive, Cambuslang, Glasgow, G32 8FA
UK Power Networks South East England SEEB
19
0800 316 3105
www.ukpowernetworks.co.uk
Fore Hamlet, Ipswich, IP3 8AA
SSE Power Distribution South of England SOUT
20
0800 072 7282
www.ssepd.co.uk
2nd Floor, Inveralmond House, 200 Dunkeld Road, Perth, PH1 3AQ
Western Power Distribution South Wales SWAE
21
0800 678 3105
www.westernpower.co.uk
Avonbank, Feeder Road, Bristol, BS2 0TB
Western Power Distribution SouthWest England SWEB
22
0800 678 3105
www.westernpower.co.uk
Avonbank, Feeder Road, Bristol, BS2 0TB
Northern Power Grid Yorkshire YEDL
23
0800 375 675
www.northernpowergrid.com
Manor House, Station Road, Penshaw, Houghton Le Spring, DH4 7LA
Independent Power Networks GB Wide IPNL
24
0800 013 0849
www.independentpowernetworks.co.uk
Energy House, Woolpit Business Park, Bury St Edmunds, IP30 9UP
ESP Electricity GB Wide LENG
25
0800 731 6945
www.esputilities.com
Hazeldean, Station Road, Leatherhead, KT22 7AA
Energetics GB wide GUCL
26
0800 804 8688
www.energetics-uk.com
International House, Stanley Boulevard, Hamilton International Technology Park, Glasgow, G72 0BN
GTC GB Wide ETCL
27
0800 032 6990
www.gtc-uk.co.uk
Energy House, Woolpit Business Park, Bury St Edmunds, IP30 9UP
Uk Power Networks GB Wide EDFI
28
0800 316 3105
www.ukpowernetworks.co.uk
Fore Hamlet, Ipswich, IP3 8AA
9. Guaranteed Standards of Performance – Gas Transporters
The commitment Result if not met
Restoration of supply

If you suffer a loss of gas supply, your local gas transporter will restore the supply within 24 hours.

If the supply is not restored by the gas transporter, within 24 hours, you are entitled to claim £30 with an additional £30 for every 24 hours without gas after this – up to a maximum of £1000
Planned Work

If your local gas transporter needs to carry out planned works that require an interruption to your gas supply, you should be told in at least five days in advance of this.

Your supply should also be restored within five working days of works being completed.

If the gas transporter does not restore your supply within five working days of the works being completed and provided you make a valid claim within three months of the interruption, then you can claim a payment of £20.
Priority Service Customers

If you are registered on the Priority Service Register by you Gas Supplier, then your gas transporter needs to give you alternative cooking and heating facilities within four hours of becoming aware of any interruption to your gas supply. If more than 250 properties are affected, then they must do this within eight hours. The period 8pm to 8am is excluded from this.

If the Gas transporter does not provide these alternative facilities within the given timescales, and provided you make a valid claim within three months of the loss of supply, you able to claim a payment of £24.
New Connections or Alterations

If you ask your local gas transporter about a new connection or an alteration, they should get contact you within five working days.

If they fail to respond within this timeframe you are entitled to claim a £40 payment plus £40 for every subsequent working day they are late in contacting you. For connections up to 275kWh you can claim a maximum of £250 and up to £500 for connections exceeding 275 kWh.
Quotes

Your gas transporter should provide a quotation within six working days. This may take up to 11 working days, if you have asked for a non-standard quotation for a new connection, or an alteration to an existing connection, of up to and including 275 kWh. Where the quotation is for a new connection, or an alteration to an existing connection, exceeding 275kWh the response can take up to 21 working days.

If the gas transporter fails to meet the timescales provided, then you are entitled to claim payments. For connections up to and including 275kWh you can claim £10 for each working day the quotation is late, up to whichever is lowest of either the amount quoted or £250. For connections exceeding 275kWh you can claim £20 for each working day the quotation is late, up to whichever is the lowest of either the quoted amount or £500.

Should the quote be found to be inaccurate then you are entitled to a correct quote and a refund of any overpaid amount. If it is found you have been undercharged, you will need to pay any additional outstanding amount.

Setting work dates

Your gas transporter will offer you a work date within 20 working days of your accepting the quote.

Should the gas transporter not do this you can claim £20 plus £20 for each additional working day this is delayed. You can claim whichever is the lower of the quoted amount or £250.
Restoration Following Work

If the gas transporter needs to undertake any work at your property, everything should be back to normal within five days of the work being completed.

Should the gas transporter not do this they you can claim £50 plus £50 for every further five-day delay, up to a maximum of £250.
Responding to Complaints

If you make a complaint to your gas transporter then you should receive a reply within 10 working days, unless they need to visit your property.

Should the gas transporter not respond to your complaint within this timeframe, then they should explain in writing the reason for the delay, tell you what else needs to be done and contact you again within 20 working days. If it does not do this, they you can claim £20 and a further £20 for every further 5-day period this is delayed up to a maximum of £100.
Payments

If you are due a payment from your gas transporter you should receive this within 20 working days.

If you don’t receive the payment within this timeframe, the gas transporter will need to pay you a further £20.
New Connection and altered completion

If your gas transporter fails to complete works on time, you can claim compensation for this. As the level of compensation is dependent on the quoted cost of the work we have provided the relevant information in the table below:

Quoted Cost Penalty per day Maximum Limit
Less that £1,000 £20 £200 or the contract amount, whichever is least
£1,000 to £4,000 2.5% of the quoted cost or £100, whichever is least 25% of the contract amount
£4,000 to £20,000 £100 25% of the contract amount
£20,000 to £50,000 £100 £5,000
£50,000 to £100,000 £150 £9,000
10. Overall Standards of Performance – Gas Transporter
The Standard Target
Answering calls within 30 seconds 90%
Responding to gas emergencies:
Uncontrolled escapes; attend within one hour 97%
Controlled escapes; attend within two hours 97%
11. What to do if you smell gas
  • Open all doors and windows
  • Don’t smoke
  • Don’t use any naked flames
  • Don’t turn light switches or any electrical appliances on or off.
  • Do put out any naked flames, e.g. candles
  • If you can and it is safe to do so, turn off the gas supply at the meter (and leave it off until you know it is safe to do so)

Step outside and call the National Gas Emergency Line on 0800 111 999



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