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: 4th Oct 2018
  • Decisions
  • 6 Associated documents
Our decision on Gas Discretionary Reward Scheme (2015-2018) which rewards companies for their work on Carbon Monoxide Safety, Social & Environmental initiatives

  • Published: 21st Mar 2018
  • Decisions
  • 1 Associated documents
In our MPR parallel work, we decided to amend GDNs reliability (loss of supply) targets. After consultation, we have now decided on revised targets for RIIO-GD1

  • Published: 8th Feb 2018
  • Guidance
  • 1 Associated documents
This is our Guidance Document for the 2018 Gas Discretionary Reward Scheme (DRS) under the current price control (RIIO-GD1)

  • Published: 1st Dec 2017
  • Closed: 8th Jan 2018
  • Consultations and responses
  • 6 Associated documents
In our MPR parallel work decision, we decided to amend GDNs’ reliability (loss of supply) targets. We seek views on what we think the new targets should be.

  • 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 and 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 and 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 and 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.

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