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Performance Standards

Guaranteed Standards of Performance – How we’re doing

Introduction

We are required to provide you with services in accordance with certain performance standards. These standards are set out in the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015 (as amended).

Below we explain the performance standards we are required to meet in relation to appointments and faulty meters, and how we perform against these standards.

Please note that in certain circumstances we will be exempted from meeting the standards. For example if you request an appointment that is not during working hours, we will be unable to accommodate it. We log such cases as exempted breaches and no compensation will be due to you.

Appointment standards

They apply to domestic and microbusiness customers.

  1. If you contact us or we contact you to book an appointment, we will offer you a 4-hour window during working hours. We will try our best to accommodate the closest possible date for the appointment.
  2. We will try our best to accommodate your request for a particular date and time for the appointment. (Please note that we are unable to accommodate requests for periods that are less than 2 hours long or not during working hours.)
  3. We will give you at least a working day’s notice if we need to rearrange your appointment, unless we have your written consent that we can rearrange it with less than a working day’s notice.
  4. We will keep to the appointment time window and date, unless it has been cancelled or rearranged by you, or rearranged by us with a working day’s prior cancellation notice.
  5. We will ensure that our representative possesses the necessary skills, experience and resources to complete the appointment.

If we fail to meet any of the standards, we will pay you £30 within 10 days of failing to achieve this. If we fail to compensate you within this timeframe, we will pay you a further £30.

Faulty credit meter standards

They apply to domestic customers.

  1. If you contact us about a credit meter which you believe is not recording your consumption correctly (or if we ourselves have evidence to suspect that it is), we complete an initial assessment to determine if your meter is faulty within 5 working days of you contacting us.
  2. If following the initial assessment, we determine that the meter is faulty, we will take appropriate action within 5 working days of you contacting us. This action may consist of us replacing the meter, or remotely fixing it.
  3. Following the initial assessment, we will offer to confirm in writing, the result of our initial assessment within 5 working days of you contacting us.

(If you contact us outside working hours, the time within which the performance standard must be completed, starts at the commencement of the following working day.)

If we fail to meet any of the standards, we will pay you £30 within 10 days of failing to achieve this. If we fail to compensate you within this timeframe, we will pay you a further £30.

Faulty prepayment meter standards

They apply to domestic customers.

    1. If you contact us about a faulty prepayment meter (or suspect that it is) and have lost supply, we will do the following:
  • Arrive to your property, or fix the issue remotely within 3 hours if we have been contacted on a working day, or
  • Arrive to your property or fix the issue remotely within 4 hours from when we have been contacted on the weekend or bank holiday.

 

    2. If you contact us about a faulty prepayment meter, and you are still on supply, we will do the following:
  • Confirm if the meter is faulty, restore the meter to be a working meter or replace the meter within 3 hours if we have been contacted on a working day
  • Confirm if the meter is faulty, restore the meter to be a working meter or replace the meter within 4 hours from when we have been contacted on the weekend or bank holiday.

(If you contact us outside working hours, the time within which the performance standard must be completed, starts at the commencement of the following working day.)

If we fail to meet any of the standards, we will pay you £30 within 10 days of failing to achieve this. If we fail to compensate you within this timeframe, we will pay you a further £30.

Commentary

In 2023, our performance against the appointments and faulty meter standards is as follows. No breaches have been recorded.
Gas

Cases Number of breaches Number of exempt breaches Number of net breaches Net breaches as a proportion of cases Percentage increase/decrease in net breaches from previous quarter
Q1 2023 434 0 0 0 0.00% N/A
Q2 2023 290 0 0 0 0.00% 0.00%
Q3 2023 2,470 0 0 0 0.00% 0.00%
 Q4 2023 2,502 0 0 0 0.00% 0.00%

Electricity

Cases Number of breaches Number of exempt breaches Number of net breaches Net breaches as a proportion of cases Percentage increase/decrease in net breaches from previous quarter
Q1 2023 1,370 0 0 0 0.00% N/A
Q2 2023 1,645 0 0 0 0.00% 0.00%
Q3 2023 2,540 0 0 0 0.00% 0.00%
Q4 2023 4,680 0 0 0 0.00% 0.00%

Licence Restriction

We have applied to Ofgem to restrict our permissions to supply to domestic premises. For more information, click here Or contact Customer Care on 0333 370 9900 or customercare@pozitive.energy.