Energy providers - Mains connection delayed

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There are two sources of delay in the mains connection process: the connection; and the delivery of a quotation. Once installation is confirmed the energy distributor should try to connect your property within 30 days unless they have explained a longer period within their quote.

Quote delay

If they have taken more than 5 days to deliver a standard quote or 15 days for a complex quote then you have the right to claim compensation of between £20 to £40 under the Guaranteed Service Standards. Once you accept the quote the energy distributor must complete the works to the agreed cost. Please ensure you provide all necessary information when quoted as if not they can claim for additional costs.

Installation delay

In the event that an undertaking as to the period to completion is breached, you should begin your complaints procedure by writing to your energy distributor's customer service department setting out your complaint and enclosing copies of the letters from the distributor setting out the time-scale for connection. You can seek compensation for the delay. If the distributor refuses to pay compensation for the delay then you can seek redress by the Ombudsman.

Additional works

If more work is needed, the distributor must inform you of this and the quote should then be issued within 15 working days. These time frames only apply as long as you have provided all the necessary information for the company to complete the quote. They are set by the regulator, Ofgem, and are called Guaranteed Standards. If the distributor fails to meet them they must make a compensation payment to you of £20-£40. Once payment of the final quote is made by the consumer, having agreed on the work required, the distributor should try to connect the property within 30 working days.

You should know

  • If you want to change any personal details, contact your supplier via Resolver, and inform them of the change as soon as possible
  • Once you have submitted your information to the energy company, they should acknowledge your case with 14 days
  • Be clear and focused when you raise an issue. Explain clearly what happened and what you want to achieve.
  • All energy companies have to meet high standards of service, set by industry watchdog Ofgem.
  • If you are unhappy with any outcome you have the right to take your case to the Energy Ombudsman (Ombudsman Services) for independent assessment. Resolver will remind you when you can escalate your case.

What next?

Once you have submitted your information to the energy company, they should acknowledge your case with 14 days. Ensure you keep a copy of all communications. Resolver automatically does this for you.

What if you cannot resolve the issue?

After eight weeks you can send the case to Ombudsman Services for the big six energy providers (British Gas, EDF, Scottish Power, e.on, Scottish Southern Energy (SSE) and npower), as well as smaller supliers. The Ombudsman Service will independently investigate your case, and resolver will you remind you when you can send your case over to the Energy Ombudsman. The exception is if the energy company sends you a 'deadlock letter' - then you can send your case file to the Ombudsman immediately.

You can still take your energy company to court if you still do not agree with the outcome but only use this as a last resort.

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