Fuel Rights Handbook 20th editionChapter 6: High bills3. Accuracy of the meter Standards of performance
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Standards of performance
The Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015 may apply where you or the supplier considers that a meter may be faulty. The regulations detail performance standards required for suppliers for fixing faulty meters and prepayment meters reconnection after disconnection for unpaid charges. If it fails to meet these standards you are entitled to receive a compensation payment.
Where the supplier needs to visit your property, it is expected, within a reasonable time, to offer you an appointment during working hours that is no more than four hours long.1Reg 3(3) EG(SP)S Regs The supplier must not rearrange an appointment with less than one working days’ notice without your agreement.2Reg 3(7) EG(SP)S Regs
 
1     Reg 3(3) EG(SP)S Regs »
2     Reg 3(7) EG(SP)S Regs »
Standard meters
Once notified, the supplier is normally required, within five working days, to:1Reg 4(4) EG(SP)S Regs
    •complete an initial assessment; and
    •take an appropriate action; and
    •offer to confirm in writing the nature and outcome of that initial assessment, the actions it will take and the timescale within which those actions will occur.
If it does not respond within the five days, you are entitled to a £30 payment, unless there is an exception (see below).2Reg 8(2) and (9) EG(SP)S Regs If the supplier fails to do that, you are entitled to an additional payment of £30 within 10 days of that failure.3Reg 8(3) EG(SP)S Regs
 
1     Reg 4(4) EG(SP)S Regs »
2     Reg 8(2) and (9) EG(SP)S Regs »
3     Reg 8(3) EG(SP)S Regs »
Prepayment meters
Where you notify the supplier of a loss of supply of gas or electricity from the meter, the supplier must restore the supply within three hours on a working day; or four hours on any other day.1Reg 5(3) and (4) EG(SP)S Regs This may be done remotely or by visiting your property. Where you contact the supplier outside normal working hours, the communication is deemed to have been made the next working day. If the supplier does not meet these standards, you are entitled to a £30 payment, unless there is an exception (see below).2Reg 8(2)and (9) EG(SP)S Regs If the supplier fails to do that, you are entitled to an additional payment of £30 within 10 days of that failure.3Reg 8(3) EG(SP)S Regs
 
1     Reg 5(3) and (4) EG(SP)S Regs »
2     Reg 8(2)and (9) EG(SP)S Regs »
3     Reg 8(3) EG(SP)S Regs »
Exceptions
Circumstances in which you will not be entitled to a £30 payment include:1Reg 9 EG(SP)S Regs
    •that you requested the supplier not to attend the premises;
    •that you requested that the supply not to take any action, or any further action;
    •where the prepayment meter is found to be working correctly;
    •it was not reasonably practicable for the supplier to meet the individual standard of performance as a result of not obtaining necessary access to the premises, severe weather conditions and other exceptional circumstances beyond the control of the supplier.
 
1     Reg 9 EG(SP)S Regs »