Levels of Service. We aim to treat you fairly and provide a service that meets your needs. We must tell you about various standards of service, including Guaranteed Standards (which relate to our supply to you and cover your meter and bill) and Overall Standards (which measure performance against set targets). • Your electricity account in our old regional areas (being the Midlands, Yorkshire and Northern) • The accuracy of meters • Making and keeping appointments • Faulty prepayment meters • Compensation payments • Putting supplies back on • Repairing prepayment meters • Changing meters • Moving meters We will send you a copy once in every 12-month period. The copy you receive will also set out the guaranteed standards that apply to your gas transporter and your local electricity distribution company, along with any compensation payments that apply if those standards are not met. If we fail to meet our Guaranteed Standards and Overall Standards (for example, by not performing a speciic task or keeping an appointment) we will have to pay you a set level of compensation. As well as the Guaranteed Standards, we also have various statements of service relating to providing you with the help that you may need. These statements are explained in the following booklets.
Appears in 2 contracts
Levels of Service. We aim to treat you fairly and provide a service that meets your needs. We must tell you about various standards of service, including Guaranteed Standards (which relate to our supply to you and cover your meter and bill▇▇▇▇) and Overall Standards (which measure performance against set targets). • Your electricity account in our old regional areas (being The Guaranteed Standards relate to the Midlands, Yorkshire and Northern) following: • The accuracy of meters • Making and keeping appointments • Faulty prepayment meters • Compensation payments The Overall Standards relate to the following: • Putting supplies back on • Repairing prepayment meters • Changing meters • Moving meters We will send you a copy once in every 12-month period. The copy you receive will also set out the guaranteed standards Guaranteed Standards that apply to your gas transporter and your local electricity distribution company, along with any compensation payments that apply if those standards are not met. If we fail to meet our Guaranteed Standards and Overall Standards (for example, by not performing a speciic specific task or keeping an appointment) we will have to pay you a set level of compensation. As well as the Guaranteed Standards, we also have various statements of service relating to providing you with the help that you may need. These statements are explained in the following booklets.
Appears in 1 contract