Guaranteed Standards of Performance

The Guaranteed Standards of Performance set out the criteria that we are obligated to achieve. Where we fail to meet the criteria, we will provide compensation in the form of a credit to your account for your inconvenience.

Appointments

Where you have an engineer required to visit your property because you may have requested a visit, or where we are required to visit as your energy supplier, we promise the following:

  • If we’re late outside of the 3-hour meeting window:
    • Payment: £30
    • Further payment where we fail to make the initial payment within 10 days: £30
  • Miss an appointment within 24hrs of the date:
    • Payment: £30
    • Further payment where we fail to make the initial payment within 10 days: £30

We’ll pay you compensation unless there’s a dispute and in accordance with the provisions of the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015.

Meter Problems (Credit Meters)

All meters are expected to work correctly, and to be within the acceptable tolerances.

Where you believe that there’s a problem with your meter, please let us know and we’ll arrange for it be to be fixed.

  • You told us there was a problem with your meter, we’ll fix your meter within 5 working days
    • Payment: £30
    • Further payment where we fail to make the initial payment within 10 days: £30
  • We’ll fix your meter however, if you call outside of normal working hours, the 5 days starts the following morning
    • Payment: £30
    • Further payment where we fail to make the initial payment within 10 days: £30

We’ll pay you compensation unless there’s a dispute and in accordance with the provisions of the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015

Meter Problem (prepayment meters)

A prepayment meter is expected to work correctly, within the acceptable tolerances where the meter has credit available. Where the meter is in credit and there’s no supply available, this could be faulty.

Where you believe there’s a problem with your meter, please call our Customer Service number to let us know as soon as possible and we’ll get an engineer out to you. Please don’t try to fix the meter yourself. The credit will be added to your meter where we’ve failed on these standards.

  • On a working day, have an engineer at your home within 3 hours
    • Payment: £30
    • Further payment where we fail to make the initial payment within 10 days: £30
  • On a non-working day, have an engineer at your home within 4 hours
    • Payment: £30
    • Further payment where we fail to make the initial payment within 10 days: £30

We’ll pay you compensation unless there’s a dispute and in accordance with the provisions of the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015

Erroneous Transfers

Have you been switched to Yu Energy by mistake? Did you receive a welcome letter or a final energy bill that you weren’t expecting, if so, you could have been switched erroneously. Where Yu Energy, have taken over a failed suppliers’ customers, you will receive a number of communications, these wouldn’t fall under an erroneous transfer heading.

We will get in touch with your previous energy supplier to let them know you have been transferred without your permission.

  • Where Yu Energy have taken the supply without permission normally by cheque, unless we have your bank account details
    • Payment (Yü Energy): £30
    • Payment (previous supplier): n/a
    • Further payment where we fail to make the initial payment within 10 days: £30
  • Yu Energy take more than 20 working days to reply to you
    • Payment (Yü Energy): £30
    • Payment (previous supplier): n/a
    • Further payment where we fail to make the initial payment within 10 days: £30
  • Your old supplier and Yu Energy take more than 20 working days to agree whether your switch was correct
    • Payment (Yü Energy): £30
    • Payment (previous supplier): n/a
    • Further payment where we fail to make the initial payment within 10 days: £30
  • Your old supplier takes more than 21 working days to re-register your supply once they’re aware of the mistake
    • Payment (Yü Energy): n/a
    • Payment (previous supplier): £30
    • Further payment where we fail to make the initial payment within 10 days: £30

We’ll pay you compensation unless there’s a dispute and in accordance with the provisions of the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015

Electricity Distribution Networks and Gas Transporters

Electricity Distribution Networks and Gas Transporters are separate to your energy supplier, and they have their own Guarantees standards of performance. They’re responsible for the infrastructure that gets your gas and electricity to your home.

If they cause a fault or an issue, they might be required to pay you compensation as well. Yu Energy maybe asked to make the payments on their behalf.

Are there circumstances where you won't reach a GSOP compensation?

Situations where you won’t be offered a £30 GSOP payment from the network operator. These include:

  • If one of our engineers is unable to make it to your appointment because of a situation beyond our control, such as severe weather conditions
  • Where you tell us that you don’t want us to do anything about the problem, that you reported
  • Where the meter’s been tampered with
  • If we can’t get access to your meter or home due to your actions
  • Where you’ve turn down the offer to fix a faulty prepayment meter

All of the above is accurate as of July 2022, where Ofgem’s guidance changes this will be updated.