Guaranteed Standard of Performance

Guaranteed Standards of Performance (GSOP) are levels of service we promise to deliver to our customers as advised by the energy regulator, Ofgem. If we do not meet these standards, our customers would be entitled to compensation from us.

What is GSOP compensation?

GSOP compensation, also known as GSOP payments are made to customers when we, and any other supplier fail to meet the GSOP set by Ofgem. 

The current GSOP compensation level is a payment set at £40 by Ofgem. If we do not supply the compensation within 10 working days of not meeting our Guaranteed Standards of Performance, an additional £40 must also be paid to all customer accounts impacted.

Below you will find a bit more information about our various guaranteed standards of performance. If we fail to meet the standards below, you’ll be entitled to GSOP compensation.

Metering appointments

Our meter appointments, such as having a new meter installed, are managed by our meter installation partners SMS. To book an Our meter appointments, such as having a new meter installed, are managed by our meter installation partners SMS. To book an appointment, you can either contact us or SMS directly on 03308 089 367. Please note SMS doesn’t manage meter reading visits. To book a meter reading visit, please email hello@goodenergy.co.uk and one of our team will be able to help.  

When you book a metering appointment, you can expect:  

• You will be offered the available appointment dates and can choose the one that is most convenient for you. If one isn’t immediately available, we’ll arrange for additional availability and get back to you with the available dates as soon as possible.  
• The appointment itself will be in a timeslot of up to 4 hours long and should take place within working hours.  
• If your appointment needs to be rearranged, you’ll be given at least one working days’ notice, unless we have your consent to rearrange the appointment at shorter notice.  

If we don’t keep to these promises, we will credit your account with £40.  

First-time Smart meter installation appointment availability

If you request a first-time Smart‑time SMART meter installation, we will do the following:

• Offer you an appointment within
  • 6 weeks (30 working days) of your request for domestic customers
  • 12 weeks (60 working days) of your request for microbusiness customers

• The appointment itself may take place after the 6‑week period

• Offer you an appointment on a date that is convenient for you

If we fail to offer you an appointment within the required timeframe, we will credit your account with £40.

Smart meter installation failures

If we attend your property to install a Smart meter, we will:

• Ensure the engineer attending has the right skills, experience and equipment
• Take all reasonable steps to complete the installation during your booked appointment
• Explain to you why the installation could not be completed if something prevents us from finishing the job
• Arrange another appointment where needed

If we don’t keep to these promises, we will credit your account with £40. 

Faulty meters

Please contact us if you have reason to believe that your meter is faulty. If, based on your consumption, we think your meter is faulty, we’ll contact you about investigating possible issues with it.  

Depending on the type of meter that you have we will do the following: 
  
Credit meter  
Within 5 working days of you contacting us, we will:  
Complete an initial assessment to determine if your meter is faulty.  
If the assessment shows your meter is faulty, we’ll replace it or fix it remotely. 

Offer to provide written confirmation detailing

• The nature and outcome of the initial assessment
• The actions we will take to resolve the issue along with the expected timescales

Please note, if you tell us about a fault outside of our working hours, the 5 working day timeframe will begin at the start of the next working day.  

Prepayment meter  
If your account is in credit and you’ve lost your power supply, or you think your prepayment meter is faulty, please tell us as soon as you can. Here’s what will happen next:  

-If you contact us on a working day, we will arrive at your property within 3 hours or fix the issue remotely within 3 hours.  
-If you contact us on a non-working day, we will arrive at your property within 4 hours to fix the issue  

If we can’t keep to any of the above commitments, we will credit your account with £40.  

Investigating Smart meter operational issues

If you report a problem with your Smart meter or Smart prepayment meter, we will do the following within 5 working days:

• Complete an initial assessment of the issue

• Take early action to help identify the cause

• Check whether the issue relates to the Smart meter, communication link, or (for domestic customers) the In-Home ‑Home Display (IHD)

• Offer to provide written confirmation detailing:
  • o the nature and outcome of our initial assessment
    o the actions we will take to resolve the issue along with the expected timescales

Please note, if you contact us outside of working hours, the 5 working‑workingday timeframe‑day timeframe will begin at the start of the next working day. Additionally, suppliers are not required to diagnose or repair IHD faults, but we will check whether the IHD is likely to be causing the problem.

If we can’t keep to any of the above commitments, we will credit your account with £40. 

Reconnection

In some rare circumstances, we may need to disconnect your supply (for example, if you have unpaid charges). If – once you’ve paid any overdue charges or agreed to a payment plan – we agree to reconnect your supply, we will do so within 24 hours. If we receive this request outside of our working hours we will reconnect your supply on the next working day.  

If we can’t keep to the above timeframes, we will credit your account with £40.  

Erroneous Transfers

Please contact us if you believe your energy supply has been switched in error. Within 20 working days of your notification, we will:

• Investigate with the other supplier to determine whether the switch was made in error.
• Inform you of the investigation’s outcome.

If we agree that the switch to Good Energy was made in error, we will re-register you with your original supplier within 21 working days of the agreement date. If we fail to meet these standards of performance, we will credit your account with £40.

Final billing

If you decide to leave Good Energy and switch to a different supplier, we’ll send you a final statement within 6 weeks of either:

• You telling us you’re moving out, or
• Your new energy supplier telling us you’re switching

If we don’t issue you with a final bill within 6 weeks, we will credit your account with £40.  

Credit Balances

If you decide to leave Good Energy and switch to another supplier, and you have a credit balance on your final bill, we will take the following actions within 10 working days of the final or corrected bill:

• Refund any credit balance.
• If you choose a refund via cheque, we will post the cheque within 7 working days, ensuring you receive it within the 10 working days timeframe.
• If you only leave Good Energy for one fuel, any debit or credit amount will remain on the open account. You may request repayment of any credit balances on a live account at any time.

If we don’t meet these standards of performance, we will credit your account with £40.

Supply Transfers

If you choose to switch from Good Energy to another supplier, once we have all the necessary information to complete the transfer, we will:

• Complete the supplier transfer within 5 working days.
• Alternatively, complete the transfer on a date you have requested that is beyond the 5-day period.

If we don’t meet these standards of performance, we will credit your account with £40.

When will we pay compensation?

• If we fail to meet any of the standards of performance which we have outlined above, we will pay compensation to you within 10 Working Days. If we don’t pay you within the 10-working day timeframe we will credit your account with an additional £40 for the inconvenience.  

When won’t we pay compensation?

• If we are disputing with you whether we are obliged to make a payment  
• If you tell us that you no longer wish us to act on an issue  
• Where your supply meter has been interfered with or tampered with  

• If we are unable to access your property or meter  
• If we can’t come to your property because of factors outside of our control (such as severe weather or if we’re prevented from doing so by someone who is not an employee or representative of our organisation) 
• There is an ongoing billing dispute
• A final bill or written confirmation is not received due to an incorrect postal/email address. 
• If you decline our offer to visit to fix a faulty meter issue.
• We are unable to physically install a smart meter, or the meter cannot operate in smart mode (e.g. due to lack of signal in your area or environmental issues that prevent the signal reaching the meter). Should we encounter issues, we will communicate with you what we think the best options are or whether the issue is outside of our control.

Gas Transporters and Electricity Distributors

Your Gas Transporter or Electricity Distributor may occasionally be required to make compensation payments to you because of a shortfall in their services or an issue which you report. For more details on these issues and the guaranteed standards of performance to which the Gas Transporter or Electricity Distributor should adhere, please refer to their individual websites. Occasionally we may pass on a compensation payment which is owed to you by these parties. We will aim to do this within 10 Working Days and if we fail to do so, we will pay you an additional £40.    

You can find out more about network operators in our Energy FAQs or by visiting the Energy Networks Association website.