Standards of Performance - How Cooperative Energy are Doing

What is Guaranteed Standards?

Guaranteed Standards is an Ofgem obligation to compensate customers with £30 where a site visit hasn’t gone ahead as scheduled. Guaranteed Standards covers a range of failed site visit scenarios, i.e., where an appointment is cancelled with less than 24 hours’ notice, the engineer arrives earlier or later than expected, or in certain circumstances where the engineer has had to abort the appointment due to unforeseen events.

This section shows:

(a)    The total number of bookings made from 1st July to 30th September 2016 where an engineer had to visit a customer to investigate the meter(s) at the property

(b)   Figures for the respective fuel (gas/electricity) per quarter and the total number of occasions where we failed to keep upheld appointments

Glossary

APPOINTMENTS – Mutually agreed date and 4 hour timeslot where a visit to the property has been scheduled for an engineer.

CASES – Number of appointments booked from 1st July to 30th September 2016.

BREACHES – Number of visits that did not go ahead as scheduled.

EXEMPT BREACHES – Occasions where the customer wouldn’t be entitled to the £30 Guaranteed Standards payment, e.g., where the appointment didn’t go ahead due to severe weather conditions or the customer wasn’t at the property for the scheduled appointment time. 

Gas appointments

Cases

Breaches

Exempt Breaches

Net Breaches

Net breaches as a proportion of cases

Percentage increase/decrease in net breaches from previous quarter

Q1 2016

109

32

0

32

29.3%

N/A

Q2 2016

277

77

18

59

21.3%

8% decrease

Q3 2016

281

39

4

35

12.4%

8.9% decrease

Q4 2016

 

 

 

 

 

 


Electricity appointments
 

Cases

Breaches

Exempt Breaches

Net Breaches

Net breaches as a proportion of cases

Percentage increase/decrease in net breaches from previous quarter

Q1 2016

594

61

0

61

10.2%

N/A

Q2 2016

844

159

39

120

14.2%

4% increase

Q3 2016

836

134

25

109

13%

1.2% decrease

Q4 2016