Guaranteed standards of performance
View our latest results and see how we're doing
As your energy supplier, we're responsible for the Guaranteed Standards of Service that cover your meter and any problems or interruptions you may have to your electricity or gas supply. We also need to inform you of how we perform against these standards. If we fail to meet these standards, you’re entitled to compensation. We pay each of our domestic customers £30.00 for each breach of the rules governing appointments.
Gas appointments
| Cases | Breaches | Exempt breaches |
Net breaches |
Net breaches as a proportion of cases |
Percentage increase/decrease in net breaches from previous quarter |
|
|---|---|---|---|---|---|---|
| Q3 2018 | 23,045 | 189 | 0 | 189 | 0.82% | -0.36% |
| Q4 2018 | 13,848 | 192 | 0 | 192 | 1.39% | +0.57% |
| Q1 2019 | 14,673 | 227 | 1 | 228 | 1.55% | +0.16% |
| Q2 2019 | 12,658 | 195 | 0 | 195 | 1.54% | -0.01% |
| Q3 2019 | 13,326 | 53 | 0 | 53 | 0.40% | -1.14% |
| Q4 2019 | 25,201 | 66 | 0 | 66 | 0.26% | -0.14% |
| Q1 2020 | 36,570 | 69 | 0 | 69 | 0.19% | -0.07% |
| Q2 2020 | 8,800 | 5 | 27 | 32 | 0.06% | -0.13% |
| Q3 2020 | 31,783 | 22 | 0 | 22 | 0.07% | +0.01% |
| Q4 2020 | 29,816 | 16 | 1 | 17 | 0.06% | -0.01% |
| Q1 2021 | 41,648 | 34 | 1 | 35 | 0.08% | +0.02% |
| Q2 2021 | 27,551 | 26 | 0 | 26 | 0.09% | +0.01% |
| Q3 2021 | 24,514 | 82 | 0 | 82 | 0.33% | +0.24% |
| Q4 2021 | 29,036 | 60 | 0 | 60 | 0.21% | -0.12% |
| Q1 2022 | 25,497 | 119 | 0 | 119 | 0.47% | +0.26% |
| Q2 2022 | 20,146 | 138 | 0 | 138 | 0.68% | +0.21% |
| Q3 2022 | 8,079 | 146 | 0 | 146 | 1.80% | +1.12% |
| Q4 2022 | 12,722 | 200 | 1 | 200 | 1.56% | -0.24% |
| Q1 2023 | 17,901 | 223 | 0 | 223 | 1.25% | -0.31% |
| Q2 2023 | 19,964 | 238 | 0 | 238 | 1.19% | -0.06% |
Electricity appointments
| Cases | Breaches | Exempt breaches |
Net breaches |
Net breaches as a proportion of cases |
Percentage increase/decrease in net breaches from previous quarter |
|
|---|---|---|---|---|---|---|
| Q3 2018 | 30,534 | 1,626 | 1 | 1,627 | 5.33% | -3.56% |
| Q4 2018 | 17,858 | 1,308 | 1 | 1,309 | 7.32% | +1.99% |
| Q1 2019 | 18,817 | 1,817 | 1 | 1,818 | 9.66% | +2.34% |
| Q2 2019 | 15,464 | 2,243 | 0 | 2,243 | 14.50% | +4.84% |
| Q3 2019 | 16,490 | 595 | 0 | 595 | 3.61% | -10.89% |
| Q4 2019 | 29,615 | 1,117 | 0 | 1,117 | 3.77% | +0.16% |
| Q1 2020 | 42,638 | 1,047 | 0 | 1,047 | 2.46% | -1.31% |
| Q2 2020 | 9,866 | 60 | 5 | 65 | 0.61% | -1.85% |
| Q3 2020 | 36,102 | 322 | 1 | 323 | 0.54% | -0.07% |
| Q4 2020 | 34,981 | 423 | 0 | 423 | 1.21% | +0.67% |
| Q1 2021 | 36,180 | 564 | 2 | 566 | 1.56% | +0.35% |
| Q2 2021 | 32,763 | 521 | 1 | 522 | 1.59% | +0.03% |
| Q3 2021 | 27,742 | 599 | 0 | 599 | 2.16% | +0.57% |
| Q4 2021 | 29,335 | 427 | 0 | 427 | 1.46% | -0.70% |
| Q1 2022 | 27,634 | 912 | 0 | 119 | 3.3% | +1.84% |
| Q2 2022 | 22,514 | 1,138 | 0 | 1,138 | 5.05% | +1.75% |
| Q3 2022 | 8,812 | 965 | 1 | 966 | 10.96% | +5.91% |
| Q4 2022 | 12,602 | 968 | 0 | 968 | 7.68% | -3.28% |
| Q1 2023 | 19,023 | 737 | 1 | 738 | 3.87% | -3.81% |
| Q2 2023 | 20,688 | 647 | 1 | 648 | 3.12% | -0.75% |
If you would like a copy of our standards of service document sent to you, please contact us.
- About us
- About UW
- Newsroom
- Careers
- Telecom Plus PLC
- Resources
- Information and legal
- Broadband switching guidance
- Mobile switching guidance
- Corporate information
- Modern slavery statement
- Word of mouth model
- Download our mobile app
- App Store
- Google Play
© Utility Warehouse Limited 2023. Registered in England. Company number: 04594421
Utility Warehouse Limited is authorised and regulated by the Financial Conduct Authority
Utility Warehouse Limited is authorised and regulated by the Financial Conduct Authority