Standards of Performance
Our regulator the Office of Gas and Electricity Markets (Ofgem), has developed a set of Standards in conjunction with the electricity distribution network operators, industry representatives and customer groups. These service standards are known as Standards of Performance (GSoPs). At NGED we aim to deliver exceptional customer service, working to these standards that have been set out by Ofgem.
You can find full details of OFGEM's service standards, when they apply and what compensation payment you may be eligible for here:
- The Guaranteed Standards of Performance Customer Payment Scheme (September 2023)
- Metered Connections Guaranteed Standards of Service (October 2023)
- Unmetered Connections Guaranteed Standards of Service (October 2023)
Notice of Rights
You can also view our Notice of Rights on the ENA (Energy Networks Association) website, by clicking here.
You can view our Safety & Security of Supplies Enquiry Service Statement, which contains information on how to get in touch during a power cut, by clicking here.
You can view our Special Services Statement, which contains information regarding our Priority Services Register, by clicking here.
You can view our Arrangements to Access to Premises Statement, which contains information on the steps the licensee must take when visiting a customer's premises, by clicking here.
Receive payment if you have a lengthy power cut
You may be entitled to a payment if your electricity supply goes off. Whilst we cannot guarantee a constant supply of electricity, we will always get your power restored as quickly as we can. The Standards of Performance set out how quickly we must restore power following an interruption in supply. For example, if your electricity supply fails because of a problem on our network during normal weather conditions, we must restore power within 12 hours. In more extreme weather events or circumstances, the restoration time permitted under the Standards of Performance vary and may be up to 48 hours.
If we fail to meet these Standards of Performance, we are required to pay customers affected by this failure. The Standards of Performance specify exactly who is entitled to receive payments, in what circumstances, and how much the payments will be.
For more details see FAQs below: