Search Legislation

The Electricity (Standards of Performance) Regulations 2001

What Version

 Help about what version
  • Latest available (Revised)
  • Original (As made)

Status:

This is the original version (as it was originally made). This item of legislation is currently only available in its original format.

Relevant supplier’s individual standards of performance

Providing a meter

9.  (1)  This regulation applies where—

(a)a customer makes a request to a relevant supplier for the installation of an appropriate meter at the premises;

(b)it is necessary for the relevant supplier to visit the customer’s premises to install an appropriate meter;

(c)the relevant supplier is not required to install any electric line other than a line to connect the meter where the distance between the connection points of the meter and the electrical plant containing the relevant distributor’s fuse does not or will not exceed one metre;

(d)the relevant supplier has received all the information in relation to the supply requested which the relevant supplier might reasonably require; and

(e)the customer has communicated orally with the relevant supplier in connection with the ascertainment of the specified time.

(2) Where this regulation applies and the relevant supplier, in respect of a request by—

(a)a domestic customer, fails within the prescribed period from the applicable date to make an appointment to visit during a specified time, the relevant supplier shall, except in any of the circumstances described in paragraph (4), pay to the customer the prescribed sum;

(b)a non-domestic customer to whose premises the supply will be given through, and the quantity of electricity ascertained by, a whole current meter, fails within the prescribed period from the applicable date to make an appointment to visit during a specified time, the relevant supplier shall, except in any of the circumstances described in paragraph (4), pay to the customer the prescribed sum; or

(c)any other non-domestic customer, fails to make an appointment to visit during a part of a day (being a part which falls either wholly before one o'clock in the afternoon or wholly after noon, or a part not exceeding two hours) as requested by the customer, the relevant supplier shall, except in any of the circumstances described in paragraph (4), pay to the customer the prescribed sum.

(3) If the relevant supplier fails to visit during the specified time or, where sub-paragraph (2)(c) applies, during the part of the day as requested in accordance with that sub-paragraph, he shall, except in any of the circumstances described in paragraph (4), pay to the customer the prescribed sum.

(4) The circumstances described in this paragraph are—

(a)each of the circumstances described in regulation 17 provided that, in relation to paragraph (6) of that regulation, the relevant supplier gave the customer not less than one working day’s prior warning (whether or not in writing) that he would be unable to make the visit or the circumstances referred to in that paragraph occurred at a time when it was not reasonably practicable to give such a warning;

(b)in relation to sub-paragraph (2)(c), that the customer requested the visit during a part of the day of less than two hours or that it was otherwise reasonable that the relevant supplier was unable to agree to make the visit as requested by the customer, and

(c)that the relevant supplier reasonably believed that the maximum period for which the meter was required by the customer would not exceed three months.

Meter disputes

10.  (1)  This regulation applies where a relevant supplier is notified by a customer—

(a)that the customer considers that an appropriate meter is or may have been operating outside the margins of error; or

(b)that circumstances exist which a relevant supplier might reasonably expect to have been caused by the meter operating outside the margins of error.

(2) Where this regulation and paragraph (3) apply, and the relevant supplier fails within the prescribed period from the applicable date to offer to visit the customer’s premises to investigate the matter during a specified time the relevant supplier shall, except in any of the circumstances described in paragraph (5), pay to the customer the prescribed sum.

(3) This paragraph applies where the relevant supplier is reasonably satisfied that he is unable to provide an explanation to the customer of the probable reason for the matters notified under paragraph (1) without visiting the customer’s premises.

(4) Where this regulation applies and the relevant supplier—

(a)where paragraph (3) applies, fails to visit the customer’s premises during the specified time he shall pay to the customer the prescribed sum; or

(b)where paragraph (3) does not apply, fails to dispatch to the customer an explanation of the probable reason for the matter notified under paragraph (1) within the prescribed period from the receipt of the notification he shall pay to the customer the prescribed sum;

except in either case in any of the circumstances described in paragraph (5).

(5) The circumstances described in this paragraph are each of the circumstances described in regulation 17 provided that, in relation to paragraph (6) of that regulation, the relevant supplier gave the customer not less than one working day’s prior warning (whether or not in writing) that he would be unable to visit during the specified time or the circumstances referred to in that paragraph occurred at a time when it was not reasonably practicable to give such a warning.

Pre-payment meters

11.  (1)  This regulation applies where a relevant supplier is informed (other than by post) by a customer who takes his supply through a pre-payment meter either that the pre-payment meter is not operating so as to permit a supply to the customer’s premises in the manner for which it was designed, or of circumstances suggesting that the pre-payment meter is not so operating.

(2) For the purposes of paragraph (1), where information is received by a relevant supplier outside working hours it shall be deemed to have been received at the commencement of the next following period of working hours.

(3) Where, within the prescribed period from the applicable date, an appropriate person fails to attend at the premises where the pre-payment meter is installed in order to repair or replace the pre-payment meter so as to permit a supply in the manner for which it was designed the relevant supplier shall, except in any of the circumstances described in paragraph (4), pay to the customer the prescribed sum.

(4) The circumstances described in this paragraph are—

(a)each of the circumstances described in regulation 17;

(b)that the customer requested the relevant supplier not to attend the premises;

(c)that the customer requested the relevant supplier not to restore the supply; and

(d)that the pre-payment meter was found to be operating in the manner for which it was designed.

(5) In this regulation, “appropriate person” means a person employed or authorised by a relevant supplier to repair and replace pre-payment meters.

Estimate of charges for repositioning a meter

12.  (1)  This regulation applies where—

(a)a customer gives a notice requesting that the position of the appropriate meter should be altered and requests that the relevant supplier provides an estimate;

(b)the supply is to be provided at low voltage; and

(c)the relevant supplier receives from the customer the information relating to the proposed new position of the meter which is or could reasonably be expected to be within the knowledge of the customer and is reasonably required by the relevant supplier to enable him to provide the estimate.

(2) Where this regulation applies and the relevant supplier fails to dispatch an estimate to the customer within the prescribed period from the applicable date, the relevant supplier shall, except in any of the circumstances described in regulation 17, pay to the customer the prescribed sum.

(3) In providing an estimate referred to in sub-paragraph (1), the relevant supplier—

(a)may reserve the right to vary the amount stated in the estimate having regard to the actual costs incurred by him in carrying out the work, but if it does so, the estimate shall include a reference to any matters which the relevant supplier considers may cause the amount to be varied significantly; and

(b)shall state the terms for payment of the amount in the estimate and any variation of that amount.

(4) In this regulation—

“estimate” means a statement in writing of the amount which the relevant supplier reasonably expects he will require the customer to pay having regard to the information which is known or ought reasonably be known by the relevant supplier in relation to the carrying out of that work.

Charges and payments

13.  (1)  This regulation applies where a customer informs a relevant supplier—

(a)that the customer requests a change in the method by which he makes payment to the relevant supplier in respect of the supply; or

(b)of a query as to—

(i)the correctness of an account relating to the supply presented to the customer by the relevant supplier (other than in circumstances in which regulation 10 applies); or

(ii)whether, in relation to the matter or matters described by the customer, any payment ought to be made to the customer and the matter is one to which these regulations apply or appear to apply.

(2) Where this regulation applies the relevant supplier shall, except in any of the circumstances described in paragraph (3), pay to the customer the prescribed sum if the relevant supplier fails—

(a)in the case of a request under sub-paragraph (1)(a) and where the relevant supplier does not expect to be able to approve the request, to dispatch a substantive reply to the customer within the prescribed period from the date of receipt of the information;

(b)in the case of a query under sub-paragraph (1)(b), to dispatch a substantive reply to the customer within the prescribed period from the date of receipt of the information; or

(c)in the case of a query under sub-paragraph (1)(b)(i) to which the relevant supplier’s reply states that the customer is entitled to a payment from the relevant supplier, to make payment by cash, cheque, bank transfer or postal order to the customer of the amount due within the prescribed period from the date of dispatch of the relevant supplier’s reply.

(3) The circumstances described in this paragraph are—

(a)each of the circumstances described in regulation 17; and

(b)in respect of a query under sub-paragraph (1)(b)(ii) that the relevant supplier has previously dispatched a notice under paragraph (2) of regulation 16 relating to the matter.

Back to top

Options/Help

Print Options

Close

Legislation is available in different versions:

Latest Available (revised):The latest available updated version of the legislation incorporating changes made by subsequent legislation and applied by our editorial team. Changes we have not yet applied to the text, can be found in the ‘Changes to Legislation’ area.

Original (As Enacted or Made):The original version of the legislation as it stood when it was enacted or made. No changes have been applied to the text.

Close

Opening Options

Different options to open legislation in order to view more content on screen at once

Close

More Resources

Access essential accompanying documents and information for this legislation item from this tab. Dependent on the legislation item being viewed this may include:

  • the original print PDF of the as enactedversion that was used for the print copy
  • lists of changes made by and/or affecting this legislation item
  • confers power and blanket amendment details
  • all formats of all associated documents
  • correction slips
  • links to related legislation and further information resources
Close

More Resources

Use this menu to access essential accompanying documents and information for this legislation item. Dependent on the legislation item being viewed this may include:

  • the original print PDF of the as made version that was used for the print copy
  • correction slips

Click 'View More' or select 'More Resources' tab for additional information including:

  • lists of changes made by and/or affecting this legislation item
  • confers power and blanket amendment details
  • all formats of all associated documents
  • links to related legislation and further information resources