Quality of Service Guaranteed Standards

The Quality of Service Guaranteed Standards are guaranteed standards of service levels that must be met by each distribution company. These standards have been set to guarantee a level of service that is reasonable to expect companies to deliver in all cases.

If the distribution company fails to meet the level of service required, it must make a payment to the customer subject to certain exemptions.

Payments under the guaranteed standards compensate for the inconvenience caused by loss of supply. They are not designed to compensate customers for subsequent financial loss.

We monitor and enforce the guaranteed standards relating to quality of supply.

The guaranteed standards cover 12 key service areas, including supply restoration, connections and voltage quality. 

 

Publications and updates

  • Published: 10th Nov 2015
  • Decisions
  • 1 Associated documents
This letter responds to our consultation on reforming the supplier Guaranteed Standards of Performance published on 16th December 2014.

  • Published: 28th Jul 2015
  • Open letters and correspondence
  • 2 Associated documents
This open letter confirms our final decisions on reforms to the supplier guaranteed standards.

  • Published: 15th Feb 2011
  • Decisions
  • 1 Associated documents
This is a guidance document explaining each of the new guaranteed standards under the new Direction which sets out the standards of performance for distributed generation. The Direction was made by GEMA and takes effect as of 1 October 2010.

  • Published: 6th Oct 2010
  • Decisions
  • 1 Associated documents
This Direction sets out the standards of performance for distributed generation which takes effect as of 1 October 2010.

  • Published: 13th Sep 2010
  • Open letters and correspondence
  • 1 Associated documents
This is an open letter addressing the comments received during the statutory consultation on the guaranteed standards regulations.

  • Published: 8th Sep 2010
  • Guidance
  • 3 Associated documents
Guidance document explaining each of the guaranteed standards under the new Statutory Instrument: The Electricity (Standards of Performance) Regulations 2010.

  • Published: 3rd Sep 2010
  • Other
  • 1 Associated documents
Letter notifying you that the Electricity (Standards of Performance) (Amendment) Regulations 2010 will apply from 1 October 2010.

  • Published: 24th Aug 2010
  • Decisions
  • 1 Associated documents
A direction for Statutory Consultation proposing guaranteed standards for distributed generation in line with the Electricity Connections Standards of Performan

  • Published: 13th Jul 2010
  • Open letters and correspondence
  • 1 Associated documents
The remaining timetable for the implementation of the Guaranteed Standards for Connections and Distributed Generation Customers.

  • Published: 24th Mar 2010
  • Other
  • 1 Associated documents
This letter is to notify that the Revised Standards will apply from 1 April 2010.

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