When do the Standards of Performance apply?

If you’re a micro business we may have to compensate you if we:

• Miss or arrive late at a booked appointment.
• Give you less than one day’s notice to re-book.
• Don’t offer a four-hour appointment slot.
• Don’t send an engineer who has the skills and experience to carry out the work planned.

Booked appointments could be any of the following:

• When we or our agents need access to your business site.
• When you ask us, as your business gas or electricity supplier, to come to your business site for us to carry out work.
• Smart meter installations and pre-installation appointments.
• What to do when Standards of Performance have not been met.
• If you’re a micro business and owed compensation, you don’t need to do anything as we’ll automatically make a compensation payment to you.

Compensation

We’ll credit your business energy account with £40 within 10 working days of that failure.

We’ll send you a letter to confirm we’ve credited your account.
If we miss the 10 working days timescale, we’ll compensate you with another £40.

When Standards of Performance DON’T apply

• If you cancel the booked appointment.
• If we rearrange or cancel a booked appointment with more than one working days’ notice.
• If something beyond our control stops us from attending, such as severe weather conditions. If this happens, we’ll contact you as soon as we can to reschedule your appointment.
• If we’re looking into a genuine dispute, such as a failed installation.
• If the booked appointment was about something other than your business gas or electricity supply, such as energy efficiency measures.
• If we believe an appointment is not needed.
• If an offence has been committed under the Gas or Electricity Act as outlined in Standards of Performance regulations.

Below is the performance for 2025 for the microbusiness statistics (not including £ cash)

Quarter 1 2025
Electricity Appointments – 299
Breaches – 12
Percentage – 4.01%
Gas Appointments – 11
Breaches – 0
Percentage – 0.00%

Quarter 2 2025
Electricity Appointments – 312
Breaches – 27
Percentage – 8.65%
Gas Appointments – 27
Breaches – 0
Percentage – 0.00%.

Quarter 3 2025
Electricity Appointments – 180
Breaches – 19
Percentage – 10.56%
Gas Appointments – 12
Breaches – 0
Percentage – 0.00%.

Quarter 4 2025
Electricity Appointments – 276
Breaches – 13
Percentage – 4.71
Gas Appointments – 15
Breaches – 0
Percentage – 0.00%.

Quarter 1 2026
Electricity Appointments – 514
Breaches – 15
Percentage – 2.92%
Gas Appointments – 73
Breaches – 1
Percentage – 1.37%

Quarter 2 2026
Electricity Appointments – 1010
Breaches – 129
Percentage – 12.77%
Gas Appointments – 318
Breaches – 5
Percentage – 1.57%.