Guaranteed Standards of Service.

We work hard to offer you the best service possible and these are our promises to keep giving you the best possible service at the highest possible standard.

Excited sun.

Making an appointment.

At some point, you might need to book an appointment for one of our engineers to come to your property. Our engineers are qualified professionals with the right experience and tools to do their job. Just have a look at all the weird tools in their toolbelt, then you'll believe us.

Where possible, we promise to give you a date and time that works best for you and give you at least 24 hours’ notice if we need to rearrange it. If it’s less than that, we’ll ask your permission first. Unless you cancel it or choose a new date, we’ll stick to that appointment.

Reconnecting your supply.

This is for our home energy customers. If we’ve agreed to turn your supply back on after disconnecting because you haven’t paid your bill, we’ll make sure it’s done within 24 hours.

Switched to a new supplier by mistake.

If this happens, let us know and we’ll talk to the other supplier to figure out what happened. To make sure we don't switch your supply by mistake, we’ll aim to:  

  • Agree with the other supplier who you should be supplied by within 20 working days of you letting us know.

  • Tell you who you should be supplied by within 20 working days, if you got in touch with us instead of the other supplier.

  • Switch you back to your original supplier within 21 working days if we agree that your supply shouldn’t have been switched.

Receiving your final bill.

When you close your account with us, either because you’ve moved to a new property or switched to a different company, or for another reason, we’ll send you a final bill within 42 days.

Joining E.ON Next.

We know that time is of the essence, so once we're ready to switch your supply over to us, we’ll get everything sorted within 15 working days.

Checking your meter.

This is for our home energy customers with a credit meter (if you pay for your energy after you’ve used it). If your meter is faulty or if we think there’s a problem with it, we’ll make sure to:

  • Check to see if the meter is faulty within 5 working days of you getting in touch.

  • If we think there’s a problem with your meter, we’ll sort it out within 5 working days of you getting in touch. This could mean booking an appointment to replace it or have someone investigate the issue further.

  • Offer to confirm everything in writing within 5 working days of you getting in touch.

Final credit balances.

If you've switched from us to a new supplier, we’ll refund you any credit left on your account within 10 days of us sending you your final bill, or a corrected final bill if it’s needed.

Compensation.

If we break any of these promises, we’ll pay you £30 compensation within 10 working days. If we fail to do that, we’ll pay you another £30. This second payment is known as a Guarantee of Guarantee payment.

We’ll pay you compensation unless we feel there’s a dispute about whether you should get it, and in accordance with the provisions of the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015. We'll either pay this straight into your energy account or send a refund if you're no longer a customer.

How we’re doing.

There are certain standards of service you can expect from us when it comes to your energy supply. Some of these we’ve set for ourselves and others are set by Ofgem, our regulator.

In our day to day operations, we do everything we can to meet our commitments to customers. But on some occasions, despite our best efforts, we let them down.

Under the Electricity and Gas (Standards of Performance) Regulations 2015, we compensate our domestic and Microbusiness customers £30 if we fail to meet the standards. Our ‘Because keeping a promise matter’ booklet has everything you need to know about our Guaranteed Standards of Service.

What does it mean?

  • Cases – the number of times the standards apply, for example each time we arrange an appointment to visit your property.

  • Breaches – the number of times we have failed to meet the standards, for example if we arrive late for an appointment.

  • Exempt breaches – There are certain circumstances where we don’t need to make a payment, for example if we’ve not been able to attend due to severe weather conditions.

Gas appointments.

QuarterCasesBreachesExempt breachesTotal breachesTotal breaches as a proportion of casesPercentage increase/decrease in total breaches from previous quarterHow much we paid out to customers

Q1 2022

120,048

8,112

0

8,112

6.8%

n/a

£243,360

Q2 2022

108,148

8,679

0

8,679

8.03%

16.5%

£260,370

Q3 2022

110,920

8,515

0

8,515

7.68%

4.36%

£255,450

Electricity appointments.

QuarterCasesBreachesExempt breachesTotal breachesTotal breaches as a proportion of casesPercentage increase/decrease in total breaches from previous quarterHow much we paid out to customers

Q1 2022

45,217

4,401

0

4,401

9.7%

n/a

£132,030

Q2 2022

49,782

4,662

0

4,662

9.36%

3.5%

£139,860

Q3 2022

53,531

5,437

0

5,437

10.16%

8.55%

£163,110