Standards of service

The industry regulator (Ofgem) sets rigorous performance standards which we, and other gas distributors, must meet.

The standards cover everything from supply restoration to reinstatement work. If we fail to meet these standards our customers are entitled to receive a payment.

The regulator also sets overall standards of performance measured annually, on a percentage basis. Measurements include response to telephone calls made to the National Gas Emergency Service, notifying customers of any planned interruptions to gas supply and response to complaints.

Full details of both guaranteed and license standards of service can be found here