Appointments

There may be times when we need to visit the property to carry out functions such as reading a meter or fulfilling our obligations under our supply licence. Alternately, you may ask us to visit the property for whatever reason.

We will always try to arrange any appointment within a reasonable time period, generally no more than 2 weeks from when we originally discussed this with you, although we will try to accommodate your preferences in relation to this. We will always try to offer you an appointment at a time convenient to you where this is possible.

Appointments will always be within normal working hours (9am to 5pm Monday to Friday) and we will keep to an agreed appointment time unless you have asked us to cancel it or we have asked to re-arrange it and you have agreed to this new appointment time.

If we fail to carry out the appointment at the time that we have agreed, we’ll pay you £30 within 10 working days. If we do not make this payment within 10 working days, we’ll pay you an additional £30 within a further 10 working days. Payments will be made as a credit to your account unless you and we agree otherwise.

Redirection of Payments

There may be occasions when your local electricity network operator or gas network operator is required to make a payment to you under their Guaranteed Performance Standards which are set out below. This payment will be made to us and we are then required to pass it on to you within 10 working days of the date that we receive it from the relevant network operator.

If we fail to do this, we’ll pay you £30 within 10 working days. If we do not make this payment within 10 working days, we’ll pay you an additional £30 within a further 10 working days. Payments will be made as a credit to your account unless you and we agree otherwise.