Quality of service

The quality of service received by customers from local electricity Distribution Network Operators (DNOs) – the companies that run the cables that deliver electricity to peoples’ homes – covers a range of issues such as how often customers have power cuts, how quickly electricity supplies are restored following such cuts and the quality of communication with customers and other parties.

Measures in place to protect customers

There are two main types of quality of service measures:

  • guaranteed standards of performance which provide protection to individual customers
  • output measures which are annual performance indicators for specific service areas.

If a company fails to meet a guaranteed standard of performance it must make a payment to the customers affected, subject to certain exemptions. These standards cover areas such as supply restoration following power cuts.

Output measures are set out in the Regulatory Instructions and Guidance (RIGs) for Reporting Output Measures. We collect information such as the number and duration of interruptions, quality of telephone response and fault rates.

There are financial incentives in place on DNOs to deliver an improved level of performance in relation to the number and duration of power cuts and the quality of telephone response.

Publications and updates

  • Published: 1st Apr 2015
  • Decisions
  • 1 Associated documents
The Electricity (Standards of Performance) Regulations 2015 and Electricity (Connection Standards of Performance) Regulations 2015 will start on 1 April 2015.

  • Published: 18th Dec 2014
  • Closed: 21st Jan 2015
  • Consultations & responses
  • 10 Associated documents
We are proposing to revise existing standards of performance for relevant electricity operators. These standards need to be updated to reflect our RIIO-ED1 Strategy Decision and our review following the December 2013 storms.

  • Published: 24th Jul 2014
  • Decisions
  • 1 Associated documents
We are publishing our minded to decision on changes to severe weather-related Guaranteed Standards of Performance (GSOP) following the December 2013 storms where we propose to double the exceptional event payment levels.

  • Published: 24th Jul 2014
  • Reports & plans
  • 3 Associated documents
Today we have concluded our review of the Christmas 2013 storms that impacted on electricity distribution customers where over one million customers experienced power cuts.

  • Published: 30th Oct 2012
  • Agendas, minutes and presentations
  • 2 Associated documents
Results from Q1 2012-13 of the electricity distribution Customer Satisfaction Survey that forms part of the Broad Measure of Customer Satisfaction incentive.

  • Published: 30th Mar 2012
  • Closed: 1st Jun 2012
  • Consultations & responses
  • 1 Associated documents
This letter consults on whether the changes in the current price control (DPCR5) sufficiently address the issues arising from the 2009 Dartford exceptional event, namely exemptions from IIS and the application of GSOP for one-off exceptional events

  • Published: 22nd Oct 2010
  • Decisions
  • 3 Associated documents
Direction and associated documents relating to EDF Energy Networks (LPN) plc's claim for an exemption from the Interruptions Incentive Scheme due to an incident at Dartford in July 2009

  • Published: 22nd Sep 2008
  • Reports & plans
  • 3 Associated documents
This letter accompanies Accent’s report published today on ‘Worst Served Customers. This research forms part of Ofgem’s wider Consumer First initiative aimed at supporting greater engagement with consumers and ensuring that we capture consumer insight.

  • Published: 4th Sep 2008
  • Other
  • 1 Associated documents
DPCR4 issue matrix on undergrounding in AONBs and national parks

  • Published: 25th Jul 2008
  • Closed: 8th Sep 2008
  • Consultations & responses
  • 7 Associated documents
This letter accompanies Accent’s report published today on ‘Expectations of Distribution Network Operators and Willingness to Pay for Improvements in Service – July 2008’.

Pages