Guaranteed Standards of Performance Suspension during Pandemic
We recognise that over the coming weeks COVID-19 is likely to have an impact on our customer service – for example impacting how quickly we can answer calls or facilitate switching or forcing us to postpone smart meter installations or meter reading visits. We apologise for any inconvenience this may cause.
In normal circumstances, these areas of service are covered by regulations such as the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015. However, these and other similar Regulations relating to performance standards do not apply where there are circumstances of an exceptional nature beyond our control, as is the case now with the Coronavirus Pandemic.
However, as the UK’s largest generator of low-carbon electricity, we recognise we have a critical role to play in keeping the lights and heating on. So please be assured that we have detailed plans in place to ensure that we continue to deliver power and services to our customers and partners. The steps we have taken will minimise risks to all of us. These steps are specifically designed to ensure we can safely continue to supply energy to the grid and our millions of customers and of course we are sure all our Customers will understand that we need to prioritise our resources to ensure we answer urgent enquiries from customers who are vulnerable or have a risk to their electricity or gas supply.
That is why, for the duration of the pandemic, we will not look to waste resources on sending individual notifications to our customers under these Regulations. Instead, we are relying on this as a general notification to all our Customers that we recognise over the coming weeks we will not be able to deliver the same standard of service as we have in the past. This will help us prioritise and focus our limited levels of resources on ensuring we are keeping critical activities going for as long as possible and are able to continue to support those Customers who need us most.
We hate letting our customers down and take pride that we don’t do this often. That’s one of the reasons we have recently been voted number one for customer service by Citizen’s Advice. So, thank you for your patience and support during these challenging times.
Finally, if you need to get in touch, but it's not urgent, please use our online services such as our mobile phone app which you can download via the App Store and Google Play. You can also manage your account online via MyAccount.