Guaranteed Standards of Performance

As an energy supplier, there are Guaranteed Standards that Robin Hood Energy have to adhere to when delivering your energy supply. These standards are set by the industry regulator Ofgem.

They apply to our domestic and micro-business customers and entitle them to compensation if the standards are not met. For more information please see our Guaranteed Standards of Performance leaflet.

We publish information quarterly on each of the Guaranteed Standards.

Gas – Domestic Customers

0

Quarter

Cases

Cases as % of customers

Breaches

Exempt breaches

Net breaches

Net breaches as % of cases

Appointments

Q1 2016

40

0.38%

2

0

2

5%

Q2 2016

52 0.034% 6 0 6 11.54%

Q3 2016

94 0.59% 11 0 11 11.70%

Q4 2016

Faulty Credit Meters

Q1 2016

25

0.24%

0 0 0 0%

Q2 2016

5 0.04% 0 0 0 0%

Q3 2016

94 0.59% 0 0 0 0%

Q4 2016

Faulty Prepayment Meters

Q1 2016

15

0.14%

0 0 0 0%

Q2 2016

47 1.3% 0 0 0 0%

Q3 2016

83 0.52% 7 0 0 8.43%

Q4 2016

Electricity – Domestic Customers

0

Quarter

Cases

Cases as % of customers

Breaches

Exempt breaches

Net breaches

Net breaches as % of cases

Appointments

Q1 2016

52

0.39%

7

0

7

13.46%

Q2 2016

90 0.38% 21 0 21 23.33%

Q3 2016

117 0.55% 14 0 14 11.97%

Q4 2016

Faulty Credit Meters

Q1 2016

30

0.22%

0 0 0 0%

Q2 2016

36 0.22% 0 0 0 0%

Q3 2016

117 0.55% 0 0 0 0%

Q4 2016

Faulty Prepayment Meters

Q1 2016

22

0.14%

0 0 0 0%

Q2 2016

54 0.70% 0 0 0 0%

Q3 2016

146 0.69% 11 0 0 7.53%

Q4 2016

​​Commentary – Domestic customers

We are continuing to work with our meter operators on failed appointments and new processes are being developed and implemented to improve our service.

We have seen an increase in appointments for prepayment customers which may be due to an increase of this customer base.

Gas – Microbusiness Customers

0

Quarter

Cases

Cases as % of customers

Breaches

Exempt breaches

Net breaches

Net breaches as % of cases

Appointments

Q1 2016

0 0% 0 0 0 0%

Q2 2016

0 0% 0 0 0 0%

Q3 2016

0 0% 0 0 0 0%

Q4 2016

Electricity – Microbusiness Customers

0

Quarter

Cases

Cases as % of customers

Breaches

Exempt breaches

Net breaches

Net breaches as % of cases

Appointments

Q1 2016

0 0% 0 0 0 0%

Q2 2016

0 0% 0 0 0 0%

Q3 2016

0 0% 0 00 0%

Q4 2016