Standards of Performance


Performance

Period Cases Breaches Exempt breaches Net breaches Net breaches as a proportion of cases Percentage increase/decrease in net breaches from previous quarter
Gas appointments
Q1 2017 0 0 0 0 0 N/A
Q2 2017 2 0 0 0 0 N/A
Q3 2017 0 0 0 0 0 N/A
Q4 2017 0 0 0 0 0 N/A
Q1 2018 1 0 0 0 0 N/A
Q2 2018 3 0 0 0 0 N/A
Q3 2018 0 0 0 0 0 N/A
Q4 2018 5 2 0 2 40% N/A
Electricity appointments
Q1 2017 1 0 0 0 0 N/A
Q2 2017 2 0 0 0 0 N/A
Q3 2017 2 0 0 0 0 N/A
Q4 2017 3 0 0 0 0 N/A
Q1 2018 3 0 0 0 0 N/A
Q2 2018 3 0 0 0 0 N/A
Q3 2018 3 0 0 0 0 N/A
Q4 2018 3 2 0 2 66% N/A

Complaints

Period No. of Complaints Received Received per 100K Customers No. of Complaints Resolved No. of Complaints Resolved per 100K Customers % resolved same or next working day % resolved at 8 weeks
Q4 2016 0 N/A N/A N/A N/A N/A
Q1 2017 0 N/A N/A N/A N/A N/A
Q2 2017 1 1 0 0 0 0
Q3 2017 0 N/A N/A N/A N/A N/A
Q4 2017 2 2 4 4 25% 75%
Q1 2018 1 1 1 1 100% 0
Q2 2018 0 N/A N/A N/A N/A N/A
Q3 2018 0 N/A N/A N/A N/A N/A
Q4 2018 3 3 3 3 100% 0