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 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 an appointment on a date that is convenient for you. You’ll be informed straight away if this can’t be offered.  
• 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 pay you £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. 

Please note, if you tell us about a fault outside of our working hours, the 5 working day time-frame 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 pay you £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 pay you £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 pay you £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 pay you 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) 

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.