Standards of Service

You have a right to expect certain standards of service. That’s why we guarantee you specific levels of service for many of the things we do. Please download a copy of our standards of service below.

We also have to meet certain 'overall' standards of service, which show how we’ve performed against set targets in essential areas of our business. These standards are set by the regulator, Ofgem.

For further information on all of our standards of service and to see how we performed from May 2010 to June 2011, click on the relevant link below:

• Standards Of Service Information.
• Safonau Gwasanaeth.
• Standards Of Service: Large Print.

As an energy supplier, we’re responsible for standards of service relative to your bill and meter. Your local electricity distribution company and gas transporter are responsible for other standards, covering things like interruptions to your supply due to faults or planned maintenance work.

For details of these other standards, click on the links below:

• Standards for Gas Transporters
• Standards for Electricity Distribution
• Metered Connections Standards for Electricity Distribution
• Unmetered Connections Standards for Electricity Distribution