ServicesPower CutsHelp
SERVER12

Unmetered Guaranteed Standards of Performance

Text updates during a power cut

If your power’s off, we can keep you updated with text messages.

Register for this service

Follow us

Twitter Icon Facebook Iconfbmessanger

Instagram Icon linkedIn Icon YouTube Icon

Ofgem, our regulator has developed Standards in conjunction with electricity distribution networks operators, customer groups, and industry representatives. These service standards are known as Guaranteed Standards of Performance (GSoPs). Specific GSoPs have been created to measure our performance in repairing unmetered street furniture faults. There are five categories:-

Emergency Fault Repair response
UK Power Networks is required to attend an unmetered connection location where it is necessary to remove immediate danger to the public or property arising from the electricity distribution network. Our performance level is to attend the site in two hours. The time starts from when we have been notified including the provision of minimum information by the Local Authority.

High Priority Fault Repair – Traffic Light Controlled
A High Priority Fault Repair is a fault which is considered to be urgent, for example at the site of an accident blackspot, major road junction or an area of public order concerns, and traffic lights are affected. Our performance level is to attend and repair within two calendar days. The time starts from when we have been notified including the provision of minimum information by the Local Authority.

High Priority Fault Repair – non Traffic Light Controlled
High Priority Fault Repair is a fault which is considered to be urgent, for example at the site of an accident blackspot, major road junction or an area of public order concerns, and traffic lights are not affected. Our performance level is to attend and repair within 10 working days. The time starts from when we have been notified including the provision of minimum information by the Local Authority.

Multiple unit fault repair
Multiple Unit Fault Repairs are related to a report of a fault on service to more than one units. This may be for example no current, low voltage, loss of neutral etc. Our performance level is to attend and repair within 20 working days. The time starts from when we have been notified including the provision of minimum information by the Local Authority.

Single unit fault repair
Single Unit Fault Repairs are related to a report of a fault on service to one unit. This may be for example no current, low voltage, loss of neutral etc. Our performance level is to attend and repair within 25 working days. The time starts from when we have been notified including the provision of minimum information by the Local Authority.