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Guaranteed standards: 2009-2010
| 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 |
