Quality of service

Quality of service is a key priority for both gas and electricity consumers. Our incentive framework ensures that an appropriate level of service is provided to gas distribution customers.

Interruptions

Each Gas Distribution Network (GDN) is required to provide information on the number and duration of both planned (replacement) and unplanned (emergency and repair) gas supply interruptions.

Guaranteed Standards of Performance (GSOP)

Guaranteed Standards of Performance set service levels that each GDN must meet, e.g. offering connection quotations or reinstating supply. If a GDN fails to provide the level of service required it must make a payment to the consumer affected, subject to certain exemptions.

Publications and updates

  • Published: 12th Dec 2014
  • Decisions
  • 1 Associated documents
Decision on the Guidance Document for the first Gas Discretionary Reward Scheme (DRS) assessment under the current price control (RIIO-GD1).

  • Published: 31st Oct 2014
  • Closed: 28th Nov 2014
  • Consultations & responses
  • 2 Associated documents
An open letter on the Guidance Document for the first Gas Discretionary Reward Scheme (DRS) assessment under the current price control (RIIO-GD1).

  • Published: 26th Nov 2013
  • Decisions
  • 1 Associated documents
This letter explains our decision on governance arrangements for the Discretionary Reward Scheme for the next gas distribution price control (RIIO-GD1).

  • Published: 26th Nov 2013
  • Reports & plans
  • 5 Associated documents
This is a summary report of the Gas Discretionary Reward Scheme panel decisions for 2012-13. It gives details of monies distributed and feedback on areas for improvement.

  • Published: 11th Jun 2013
  • Guidance
  • 1 Associated documents
As part of our stakeholder engagement for RIIO-GD1, we will hold a Gas Discretionary Reward Scheme every three years. These are the biographies of the panel members for 2013. The new scheme will highlight activities in relation to various social issues.

  • Published: 19th Apr 2013
  • Closed: 3rd Jun 2013
  • Consultations & responses
  • 6 Associated documents
We would like your views on our proposed governance arrangements for the Gas Discretionary Reward Scheme (DRS). The Gas DRS is one of the incentive mechanisms available for the Gas Distribution Networks (GDN) under the RIIO-GD1 price control arrangements.

  • 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 Jul 2012
  • Other
  • 1 Associated documents
This is a summary report of the Gas Discretionary Reward Scheme panel decisions for 2011/2012. It gives details of monies distributed and feedback on areas for improvement.

  • 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: 6th Mar 2012
  • Other
  • 1 Associated documents
This document details the performance of each of the eight Gas Distribution Networks against the guaranteed standards of performance and the requirements of standard special licence condition D10 in 2010-11.

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