Standards of performance

We promise to achieve certain performance standards which are backed by a guarantee. They were established by the Electricity (Standards of Performance) Regulations 2005 and were extended in 2010 as noted below. All the licensed Distribution Network Operators (DNOs) in England, Wales and Scotland hold regional licences for the provision of electricity distribution services in specific areas. Working together the DNOs have produced several documents detailing the Guaranteed Standards of Performance and recent performance against them.

• The existing guaranteed standards as amended by the Electricity (Standards of Performance) regulations 2010, which introduced two new standards relating to incidents affecting over 5,000 customers in normal weather and rota conditions.
• New guaranteed standards for connections under the new Electricity (Connections Standards of Performance) Regulations 2010.
• New unmetered guaranteed standards for connections under the Electricity (Connections Standards of Performance) Regulations 2010. These apply mainly to local authorities

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