United Utilities
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Guaranteed electricity standards
Guaranteed standards: 2008-2009
| Guaranteed Standard | Requirement | Penalty |
| EGS1 Respond to main fuse failure at customer's premises |
Weekdays If notified between 7 am and 7 pm - visit within 3 hours Weekends If notified between 9 am and 5 pm - visit within 4 hours |
£20 |
| EGS2 Restore supply after a fault: During normal weather |
Restore supply within 18 hours |
£50 for domestic £100 for non-domestic and for each succeeding 12 hours: £25 for domestic £25 for non-domestic |
|
During severe weather |
|
£25 for domestic and non-domestic and for each succeeding 12 hours: £25 for domestic and for non-domestic The maximum payment can be £200 |
| EGS2a Multiple number of interruptions per year |
Consumer entitled to a payment after 4 interruptions of more than 3 hours in 1 year from 1 April |
£50 |
| EGS3 Estimate of charge for new connection or service alteration |
Simple Quote within 5 working days Other Quote within 15 working days |
£40 |
| EGS4 Notice of planned supply interuption | Minimum of 2 days notice to be given or 5 days to an Independent Network |
£20 for domestic £40 for non domestic |
| EGS5 Respond to voltage complaints | Visit within 7 working days or substantive reply within 5 working days | £20 |
| EGS8 Make and keep appointment | A morning or afternoon appointment or a timed appointment if requested by consumer | £20 |
| EGS9 Notify customer of payment owed | Write to the consumer and make payment within 10 working days | £20 |
The Standards of Performance document lists the guaranteed and overall standards of performance for all the electricity distribution companies in England, Scotland and Wales. Click on the link in the related Items section for more information.
