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We are committed to giving you the best possible service. For many of our activities we promise you a guaranteed level of service, and if we fail, we will pay you compensation. The table below outlines the levels of service we have set.
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Standard |
Level of Service |
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Distributor's Fuse |
We will attend within 3 hours on weekdays and within 4 hours at weekends |
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Restoration of Supply (Normal Weather) |
We will restore supplies within 18 hours of being notified or of becoming aware of loss of supply. |
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Restoration of Supply (Severe Weather) |
Where faults on our network in a 24 hour period exceed preset thresholds, we will restore supplies within 24 hours of being notified or becoming aware of loss of supply. Where very severe conditions apply, the allowed period to restore supplies may be up to 48 hours or more. |
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Multiple Interruptions |
We will ensure supplies are not interrupted for 3 hours or more on 4 or more occasions within a 12 month period starting on 1 April. |
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Estimate of Connection Charges |
Where no HV works are involved, or there are fewer than 5 premises, we will provide an estimate within 5 working days or 15 working days where significant work is required. |
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Planned Supply Interruption |
We will give at least 2 days notice of a planned interruption. |
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Voltage Complaint |
We will provide an explanation within 5 working days, or if a visit is required, then we must offer and make an appointment within 7 working days. |
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Appointments |
Morning/Afternoon or 2 hour timeband appointments will be offered and kept. |
| Payments |
We will notify customers within 10 working days of any penalty payments due to them. |
For more detailed information, click here.
If we do not meet these levels of service, you will be entitled to a payment (you need to claim where Multiple Interruptions or Planned Interruptions are involved). Certain exceptions apply where there circumstances beyond our control or during industrial action.
We measure our customer satisfaction on a monthly basis. The information provides us with independent feedback on our customer service and performance and enables us to identify and improve in certain areas.
If you have a problem with your electricity meter or your bill, please contact your supplier, whose telephone number will be on your bill.
If you write to us with an enquiry or a complaint, please use the addresses below:
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Customer Contact Team
SP EnergyNetworks
Strathkelvin House,
Campsie Road,
Kirkintilloch,
G66 1RN
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Customer Contact Team
SP EnergyNetworks
3 Prenton Way,
Prenton,
CH43 3ET
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Email us at: customercare@sppowersystems.com
Telephone us on: 0845 273 4444
For further information on our complaints procedure please click here
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