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Standards of service

Our promises to you

We always strive to go above and beyond for our customers. This includes meeting the Guaranteed Standards of Service, required by Ofgem. If we fail to meet these standards, we’ll make a payment to you. 

You can find full details of the Guaranteed Standards of Service within our electricity, gas and water codes of practice. 

If you’re unhappy with our service, please let us know as soon as possible so we can try to make it right. You can find our complaints procedure in our codes of practice. 

View our codes of practice

Protecting you from bogus callers

Visiting your home

We may need to visit your home to check your meter or complete routine checks of your supply. 

Whenever our employees or contractors visit your home, they’ll explain to you why they’re there and what they need to do. 

If you’re not sure whether the person at your door is genuine, don’t let them into your home. 

Priority Services Register

Extra help for vulnerable households

Our Priority Services Register helps us provide extra communications to households who may particularly struggle without electricity, gas or water during planned work or in an emergency. 

More about the PSR

Damage prevention

Digging safely near our pipes and cables

Digging near underground utilities can be dangerous. If you damage a pipe or cable, it could put you, your family and your neighbours at risk.  

Before you do any home improvements, such as building an extension, installing a new fence or replacing your driveway, you need to know where utility pipes and cables are buried.  

You can find maps of underground utilities at LinesearchbeforeUdig (LSBUD). The free service lets you access maps from multiple utility companies at once, rather than contacting each company separately. 

Access LSBUDContact Us

Help with energy bills

Worried about your energy bills?

Although we’re not an energy supplier, we know many people are worried about high energy prices.

If you’re struggling to afford your electricity or gas bills, it’s important to speak to your supplier as soon as possible.  

Here’s some other organisations that can also help if you need energy advice or financial support: 

  • Citizens Advice gives free, independent advice to households across the UK. 
  • MoneyHelper is a government service that provides free and impartial advice on benefits, money troubles, work and pensions. 
  • National Debtline is an independent debt advice charity, regulated by the Financial Conduct Authority.  
  • National Energy Action is a national charity that helps people who are struggling to pay their energy bills. 
  • StepChange offers free debt advice to help you get your finances back on track. 
  • Turn2us is a national charity providing practical help to people who are struggling financially.