Service Standards – East London Energy

We aim to meet your expectations in respect of the Heat Supply to your home by agreeing to provide a standard of service as set out in Schedule 2 of your Residential Supply Agreement, if you would like further information regarding our service standards please contact us.

Service Standards and Service Failures

- Our Service Standards are set out below. We aim to meet Your expectations in respect of the Heat Supply to Your Home. We may update or improve the Service Standards without Your consent but not in any manner which would make the Service Standards less beneficial to You or less demanding on Us. Any change or update to the Service Standards will be initially published on Our Website and a paper copy sent to You as soon as possible.
- Our Service Standards set out the standards that you should expect from us. If we fail to meet these standards you may be entitled to an apology, explanations and/or compensation. In the event of a Service Failure, You will be entitled to have the relevant Guaranteed Service Payment credited against Your account or if you require We will make a cash payment of the same value to You. We will apply the total amount of the Guaranteed Service Payments accrued during the period to which any Bill relates (the “Total Guaranteed Service Payment”) to that Bill in accordance with this Agreement.

We shall credit Your account or make a cash payment to You if you so request within thirty one (31) days of the event giving rise to the Guaranteed Service Payment or receiving all information by us to make a payment to You. However, if We are unable to credit Your account or make the payment within thirty one (31 days), We shall prior to the expiry of the 31 day period contact You to explain the reasons for the delay and to set out new timeframe for crediting Your account or making the payment to You.

Any Total Guaranteed Service Payment shall be calculated by Us (and subject to published Consumer Price Inflation), by adding up any Guaranteed Service Payments that have accrued to You as a result of Service Failures that have occurred over the period to which the relevant Bill relates. We may determine that a Total Guaranteed Service Payment be used to pay Your final Bill in the event that this Agreement is terminated.
In order to receive the Guaranteed Service Payment, You are required to submit a claim and provide evidence for a Guaranteed Service Payment within three (3) months. All claims must be accepted and verified by Us.
The Item, Standard, Required Service Level, Service Failure and Guaranteed Service Payment are as follows:

Item	Standard	Required Service Level	Service Failure	Guaranteed Service Payment
GS1	Planned Interruption	At least 48 hours’ written notice to You by Us of scheduled maintenance works to the System or the Development Heating System that interrupt the supply of heat to Your Home	When a Planned Interruption lasts for more than five (5) working days, from the start time indicated in the written notice from Us, you will be eligible for compensation.	£30 for each full 24 hour period beginning at 00:00 on the 5^th day following the commencement of the Planned Interruption, and the total amount for any Service Period is capped at £500.
GS2	Unplanned Interruption	The Heat Supply (with water within the temperature range required under Our agreement with the Supervising Body) will be available to the point of connection to Your Home’s Heating System within 24 hours of the start of any unplanned interruption	On failure to achieve this, a fixed compensation payment will be paid by Us to You, and a further payment will be made for each additional period of 24 hours until Your supply is restored	£30 for each full 24 hour period from the first registered notification and the total amount for any Service Period is capped at £500
GS3	Multiple Interruption	Four or more separate Unplanned Interruptions to Your Heat Supply during any twelve (12) month period, each of which lasts for more than twelve (12) hours	If there are four or more such failures, you will be eligible for compensation	One-off Guaranteed Service Payment of £54. This payment is in addition to any other payment due under this Agreement.
GS4	Meter repair or replacement	Meter accuracy to be maintained within the requirements We have agreed with the Supervising Body and an initial accuracy of +/-3%	Faulty Meter not replaced twenty eight (28) days after a fault is shown to exist	£25 per instance
GS5	Making provision to maintain the service to Registered Vulnerable Heat Customers during an interruption of Heat Energy Supply	In the event that a Planned or Unplanned Interruption lasts for longer than 12 hours We shall ensure that alternative arrangements are made to supply heating to Registered Vulnerable Heat Customers.	Where We fail to achieve this level of service, a fixed compensation payment will be made	One-off Guaranteed Service Payment of £24
GS5	Responding Substantially to a Complaint	Substantially respond to a complaint within ten (10) working days or twenty (20) working days where a site visit or third party enquiries are required. However, if a substantive response is unable to be provided because a site visit is required, we will provide an initial response indicating this within ten (10) working days	Where we fail to achieve this level of service, a fixed payment will be made in respect of the initial failure and each succeeding five (5) working days during which the failure continues.	£20 Capped at £100 per Service Period

The Guaranteed Service Payments were effective from 1st April 2014 and each related cap shall be increased annually on 31 March in accordance with the respective annual increase in CPI.

Notwithstanding the above, no Guaranteed Service Payment will be payable to You if the relevant Service Failure is caused by one of the following circumstances:

(a) You have informed us that You do not wish Us to take any action or that any action already taken by Us is sufficient. Where the action taken by Us includes a promise to perform any action, We duly perform such promise;

(b) We have reasonably requested specific information from You and this information has not been provided (by telephone, post or email) within three months of the deadline given to You by Us for receipt of that information.

(d) It was not reasonable for Us to take any the action required as a result of:

the circumstances set out in Clause 11 (Events Beyond Our Control);
strikes or other industrial disputes excluding strikes or industrial involving Our employees or affiliates and/or employees of Our sub-contractors other than such strikes or industrial action which are taking place on a national-wide basis;
severe weather;
the act or default of a person who is not one of Our directors, officers and employees, Our contractors, agents or others who act on its behalf and their respective directors, officers and employees;
not gaining access to fix the fault or to make alternative provisions for Registered Vulnerable Customers; and
the existence of circumstances which would cause us to break the Law or which would lead to imminent danger of death or personal injury.

GS2 and GS3	The Service Failure was caused by a breach of this Agreement by You
GS2 only	We are prevented from making the Heat Supply to Your Home by any of the circumstances set out in Clause 11 (Events Beyond Our Control ), provided that We have used reasonable endeavours to mitigate the consequences of any such circumstances and resume provision of the Heat Supply as soon as possible
	We are required by Law to shut down the System or the Development Heating System provided that the need to shut down the System or the Development Heating System does not relate to or arise out of any breach of this Agreement by Us or any negligent act or omission by Us
	We have suspended the Heat Supply because We believe on reasonable grounds that it is necessary to do so to avoid: (i) endangering the life of any person; or (ii) endangering any physical property, provided that both the relevant damage to such property and its economic impact are likely to be material, provided, in each case, that the need to suspend the Heat Supply does not relate to or arise out of any breach of Our Agreement or any negligent act or omission by Us.
	We have suspended the Heat Supply to Your Home pursuant to Clause 8.2 or Clause 10.1 of Our Agreement