Guaranteed Standards

ANNEX 2.
7
Guaranteed standards
March 2014
Annex 2.7: Guaranteed standards March 2014
Guidance for the reader

The purpose of this annex
This annex has been written to provide additional supporting information and explanation for the
propositions we have made in the core narrative.
For each guaranteed standard, this annex sets out:
 the number of the standard, for ease of reference;

 the nature of the service;
 the standard that we are legally required to meet; and

 the size of the payment that we are required to make when we fail to meet the standard.
Our target audience for this annex
For any stakeholders who want to know a little more than is in the main body of our plan, we have
provided in this annex a comprehensive list of all the standards that we are required to meet. It will
be of particular interest to stakeholders that have an interest in getting a deeper understanding of
the specific service levels that we must meet and how much we have to pay to affected customers if
we fail.
Mapping this annex to the core narrative
 The relevant section in the core narrative that relates to this annex is section 2.
Document history
This document is identical to the version that we published in June 2013 as part of our well-justified
business plan.
* We have included at annex GL.1 a glossary that explains the key technical terms and abbreviations
used in our business plan.
* For more detail on how this plan differs from our June 2013 plan, please refer to annex G.12.
Northern Powergrid: Our business plan for 2015-23 Page 2 of 11

1 Guaranteed standards of service and associated failure

payments for the 2015-23 period
Set out below are the essential details for the levels of service that our regulator has determined we
should be able to meet in delivering our key services to customers. Whenever we fail to meet one of
these standards we will be required to make a payment to the customer or customers affected as
also set out below.
These standards are as set out by Ofgem in the Strategy decision document. They will be subject to
detailed definition prior to the start of the period in 2015 when they come into effect. This could
result in some changes although we do not expect these to be significant.
As described in section 2.4.3 of the business plan, we have decided to voluntarily increase the
payment to customers when we fail to deliver to the routine ‘lights-back-on’ service standards. In
the table below, these are the EGS2, EGS2A and EGS2B standards.
Standard Northern Powergrid payment to be

Nature of service Standard to be met
No. made for failure
Standards covering the provision of services other than those relating to connections
EGS1 Response to suspected We must attend relevant premises within £30 one-off payment for both
operation of distributor’s 3 hours on normal working days and domestic and non-domestic
fuse within 4 hours on other days (if the call is customers
received during working hours –
otherwise it is treated as received at the (to be paid within 10 working days of
start of the next period of working hours) the failure)
EGS2 Restoration of supply – Power to be restored within 12 hours £100 one-off payment for domestic
normal conditions customers and £200 for vulnerable
customers (legal requirement is £75
for all domestic customers)
£150 one-off payment for non-

domestic customers
plus £35 for each subsequent 12-

hour period that the power remains
off
(to be paid within 10 working days of

confirmation of failure and its extent)
EGS2A Restoration of supply – Customers to experience no more than 3 £100 one-off payment for domestic
multiple interruptions power cuts that each last more than 3 customers and £200 for vulnerable
hours in any April to March period customers (legal requirement is £75
for all domestic customers)(to be
paid within 10 working days of
confirmation of failure)


EGS2B Restoration of supply in Power to be restored within 24 hours £100 one-off payment for domestic
normal conditions where customers and £200 for vulnerable
5,000 or more customers’ customers (legal requirement is £75
premises are affected by for all domestic customers)
the same fault
£150 one-off payment for non-
domestic customers
plus £35 for each subsequent 12-

hour period that the power remains
off, up to a maximum total payment
of £300(to be paid within 10 working
days of confirmation of failure and its
extent)
EGS2C Supply restoration – rota If supplies can only be restored on a £75 one-off payment for domestic
disconnection limited basis in the immediate aftermath customers
of a major fault and the available supply
is shared on a rota basis, the total £150 one-off payment for non-
amount of time that a customer’s supply domestic customers
is deliberately turned off due to
operation of the rota must not exceed 24
confirmation of failure)
hours
EGS4 Notice of planned supply If we need to turn off the power to carry £30 one-off payment for domestic
interruption out work on our assets, we must give at customers
least 2 days’ written notice to those who
will be affected, stating the day on which £60 one-off payment for non-
the power will be turned off domestic customers
(to be paid within 10 days of

confirmation of failure if we either do
not give the required notice or turn
the power off on a different day from
that stated in the notice)
EGS5 Investigation of voltage If a customer reports a suspected £30 one-off payment for both
complaints instance of voltage outside statutory domestic and non-domestic
limits, we must either make an customers
appointment to visit the customer within
7 working days or write to explain the (to be paid within 10 working days of
probable cause within 5 working days the failure)
EGS8 Making and keeping If we need to visit a customer’s premises, £30 one-off payment for both
appointments or a customer asks us to visit, we must domestic and non-domestic
within a reasonable time offer a morning, customers, applicable if we either fail
an afternoon or a specific two-hour time- to make or fail to keep an
band appointment, and must then keep appointment(to be paid within 10
that appointment working days of the failure)


EGS9 Making of payments for Additional one-off payment to be made if £30 one-off payment for both
failure of the non- payment for original failure is not made domestic and non-domestic
connections-related within the specified timescale customers
standards
EGS11A Restoration of supply in Power to be restored within 24 hours £35 one-off payment for both
category 1 severe weather domestic and non-domestic
(where, in a 24-hour customers
period, we experience
numbers of faults on our plus £35 for each subsequent 12-
higher-voltage network as hour period that the power remains
follows: off, up to a maximum total payment
of £300
36 or more (Northeast) or
39 or more (Yorkshire) (to be paid as soon as reasonably
faults due to weather practicable after confirmation of
predominantly related to failure and its extent)
lightning; OR
between 36 and 57
(Northeast) or between 39
and 62 (Yorkshire) faults
due to weather not
predominantly related to
lightning
in either case affecting

fewer than 220,000
customers (Northeast) or
407,000 customers
(Yorkshire))
EGS11B Restoration of supply in Power to be restored within 48 hours £35 one-off payment for both
category 2 severe weather domestic and non-domestic
(where, in a 24-hour customers
period, we experience
numbers of faults on our plus £35 for each subsequent 12-
higher-voltage network due hour period that the power remains
to weather not off, up to a maximum total payment
predominantly related to of £300
lightning as follows:
(to be paid as soon as reasonably
58 or more faults practicable after confirmation of
(Northeast) OR 63 or more failure and its extent)
faults (Yorkshire) in either
case affecting fewer than
220,000 customers
(Northeast) or 407,000
customers (Yorkshire))


EGS11C Restoration of supply in category 3 Power to be restored within a £35 one-off payment for both
severe weather (where faults on our period in excess of 48 hours domestic and non-domestic
network caused by the weather calculated by multiplying 48 by customers
interrupt supplies to 220,000 or more the quotient of the number of
customers (Northeast) OR to 407,000 customers whose supplies are plus £35 for each subsequent 12-
or more customers (Yorkshire) actually interrupted and 220,000 hour period that the power
(Northeast) OR 407,000 remains off, up to a maximum total
(Yorkshire) payment of £300
(to be paid as soon as reasonably

practicable after confirmation of
failure and its extent)
Standards relating to the provision of connection services and the carrying out of repairs to unmetered installations
ECGS1A Provision of a budget estimate for a Budget estimate to be £65 one-off payment
(demand) connection where the requested despatched within 10 working
capacity is less than 1 MVA days of receipt of request and (to be paid within 10 working days
ECDGS1A specified minimum information after day on which estimate should
(distributed have been despatched)
generation)
ECGS1B Provision of a budget estimate for a Budget estimate to be £65 one-off payment
(demand) connection where the requested despatched within 20 working
capacity is 1 MVA or more days of receipt of request and (to be paid within 10 working days
ECDGS1B specified minimum information after day on which estimate should
(distributed have been despatched)
generation)
ECGS2A Provision of a firm quotation for a Quotation to be despatched £15 for each working day that the
single low-voltage service demand within 5 working days of quotation is late
connection (involving a single-phase receipt of request and specified
connection and no significant work minimum information (to be paid within 10 working days of
beyond provision of a service line when quotation is despatched)
and fuse)
ECGS2B Provision of a firm quotation for 2-4 Quotation to be despatched £15 for each working day that the
single-phase domestic connections within 15 working days of quotation is late
or a single 2- or 3-phase connection receipt of request and specified
(involving low-voltage circuits fused minimum information (to be paid within 10 working days of
at 100 amps or less per phase, with when quotation is despatched)
whole-current metering and nominal
voltage of assets involved in the
provision not exceeding 1,000 volts)


ECGS3A Provision of a firm quotation Demand – quotation to be £65 for each working day that the
(demand) for a low-voltage connection despatched within 25 working days quotation is late
(other than one falling into of receipt of request and specified
ECDGS3A ECGS2A or ECGS2B) where minimum information (to be paid within 10 working days of
(distributed nominal voltage of assets used when quotation is despatched)
generation) and associated works does not Distributed generation – quotation to
exceed 1,000 volts be despatched within 45 working
days of receipt of request and
specified minimum information
ECGS3B Provision of a firm quotation Demand – quotation to be £135 for each working day that the
(demand) for a high-voltage connection despatched within 35 working days quotation is late
where nominal voltage of of receipt of request and specified
ECDGS3B assets used and associated minimum information (to be paid within 10 working days of
(distributed works is more than 1,000 volts when quotation is despatched)
generation) but not more than 22,000 volts Distributed generation – quotation to
be despatched within 65 working
days of receipt of request and
specified minimum information
ECGS3C Provision of a firm quotation Quotation to be despatched within £200 for each working day that the
(demand) for an extra-high-voltage 65 working days of receipt of request quotation is late
connection where nominal and specified minimum information
ECDGS3C voltage of assets used and (to be paid within 10 working days of
(distributed associated works is more than when quotation is despatched)
generation) 22,000 volts up to and
including 132,000 volts
ECGS4A Post-acceptance scheduling for Contact to be made with the £15 for each working day that we are
a single low-voltage service customer to commence the process late in making contact
demand connection (involving of agreeing date(s) for completion of
a single-phase connection and quoted works within 7 working days (to be paid within 10 working days of
no significant work beyond of receipt of written acceptance of when contact is made)
provision of a service line and quotation terms and any required
fuse) OR for 2-4 single-phase payment
domestic connections or a
single 2- or 3-phase connection
(involving low-voltage circuits
fused at 100 amps or less per
phase, with whole-current
metering and nominal voltage
of assets involved in the
provision not exceeding 1,000
volts)


ECGS4B Post-acceptance scheduling for Contact to be made with the £65 for each working day that we are
(demand) a low-voltage connection customer to commence the process late in making contact
(other than one falling into of agreeing a schedule of dates for
ECDGS4B ECGS4A) where nominal completion of quoted works within 7 (to be paid within 10 working days of
(distributed voltage of assets used and working days of receipt of written when contact is made)
generation) associated works does not acceptance of quotation terms and
exceed 1,000 volts any required payment
ECGS4C Post-acceptance scheduling for Contact to be made with the £135 for each working day that we
(demand) a high-voltage connection customer to commence the process are late in making contact
where nominal voltage of of agreeing a schedule of dates for
ECDGS4C assets used and associated completion of quoted works within (to be paid within 10 working days of
(distributed works is more than 1,000 volts 10 working days of receipt of written when contact is made)
generation) but not more than 22,000 volts acceptance of quotation terms and
any required payment
ECGS4D Post-acceptance scheduling for Contact to be made with the £200 for each working day that we
(demand) an extra-high-voltage customer to commence the process are late in making contact
connection where nominal of agreeing a schedule of dates for
ECDGS4D voltage of assets used and completion of quoted works within (to be paid within 10 working days of
(distributed associated works is more than 15 working days of receipt of written when contact is made)
generation) 22,000 volts up to and acceptance of quotation terms and
including 132,000 volts any required payment
ECGS5 Commencement of works to Works to be commenced by the £25 for each working day that we are
(demand) provide connection (other than agreed date late in commencing works
a single low-voltage service
ECDGS5 demand connection or a small- (to be paid within 10 working days of
(distributed project demand connection) when work is commenced)
generation)
ECGS6A Completion of works to Works (or agreed phases of works) to £35 for each working day that we are
provide a single low-voltage be completed by the agreed date(s) late in completing works (or agreed
service demand connection phases of works)
(involving a single-phase
connection and no significant (to be paid within 10 working days of
work beyond provision of a when works are completed)
service line and fuse) OR 2-4
single-phase domestic
connections or a single 2- or 3-
phase connection (involving
low-voltage circuits fused at
100 amps or less per phase,
with whole-current metering
and nominal voltage of assets
involved in the provision not
exceeding 1,000 volts)


ECGS6B Completion of works to Works (or agreed phases of works) to £135 for each working day that we
(demand) provide a low-voltage be completed by the agreed date(s) are late in completing works (or
connection (other than one agreed phases of works)
ECDGS6B falling into ECGS6A) where
(distributed nominal voltage of assets used (to be paid within 10 working days of
generation) and associated works does not when works are completed)
exceed 1,000 volts
ECGS6C Completion of works to Works (or agreed phases of works) to £200 for each working day that we
(demand) provide a high-voltage be completed by the agreed date(s) are late in completing works (or
connection where nominal agreed phases of works)
ECDGS6C voltage of assets used and
(distributed associated works is more than (to be paid within 10 working days of
generation) 1,000 volts but not more than when works are completed)
22,000 volts
ECGS6D Completion of works to Works (or agreed phases of works) to £270 for each working day that we
(demand) provide an extra-high-voltage be completed by the agreed date(s) are late in completing works (or
ECDGS6D voltage of assets used and
generation) 22,000 volts up to and when works are completed)
ECGS7A Energisation of works to Works (or agreed phases of works) to £135 for each working day that we
(demand) provide a low-voltage be energised by the agreed date(s) are late in energising works (or
connection (other than a single agreed phases of works)
ECDGS7A low-voltage service demand
(distributed connection or a small-project (to be paid within 10 working days of
generation) demand connection) when works are energised)
ECGS7B Energisation of works to Works (or agreed phases of works) to £200 for each working day that we
(demand) provide a high-voltage be energised by the agreed date(s are late in energising works (or
ECDGS7B voltage of assets used and
generation) 1,000 volts but not more than when works are energised)
22,000 volts
ECGS7C Energisation of works to Works (or agreed phases of works) to £270 for each working day that we
(demand) provide an extra-high-voltage be energised by the agreed date(s are late in energising works (or
ECDGS7C voltage of assets used and
generation) 22,000 volts up to and when works are energised)


ECGS8A Emergency response to a call Arrival on site and taking of £65 one-off payment
to attend an unmetered- responsibility for the danger within 2
connection location where it is hours of receipt of requisite (to be paid within 10 working days
necessary to remove notification from relevant authority after day on which emergency
immediate danger to the attendance should have taken place)
public or to property arising
from our distribution network
ECGS8B High-priority fault repair to an Fault-rectification works to be £15 for each working day of overrun
unmetered connection where completed within 2 calendar days of
traffic lights are involved (high receipt of requisite notification from (to be paid within 10 working days of
priority arises if the problem is, relevant authority when works are completed)
for example, at an accident
black spot, a major road
junction or an area of public-
order concern)
ECGS8C High-priority fault repair to an Fault-rectification works to be £15 for each working day of overrun
unmetered connection where completed within 10 working days of
traffic lights are not involved receipt of requisite notification from (to be paid within 10 working days of
(high priority arises if the relevant authority when works are completed)
problem is, for example, at an
accident black spot, a major
road junction or an area of
public-order concern)
ECGS8D Multiple-unit fault repair to Fault-rectification works to be £15 for each working day of overrun
unmetered-connection completed within 20 working days of
installations receipt of requisite notification from (to be paid within 10 working days of
relevant authority when works are completed)
ECGS8E Single-unit fault repair to an Fault-rectification works to be £15 for each working day of overrun
unmetered-connection completed within 25 working days of
installation receipt of requisite notification from (to be paid within 10 working days of
relevant authority when works are completed)
ECGS9 Provision of a firm quotation Quotation to be despatched within £15 for each working day that the
for new unmetered connection 25 working days of receipt of request quotation is late
and specified minimum information
when quotation is despatched)
ECGS10A Completion of new unmetered Works to be completed by date £15 for each working day of
connection works on a new agreed with relevant authority overrun(to be paid within 10 working
site (i.e. other than in an days of when works are completed)
adopted highway)


ECGS10B Completion of new unmetered Works to be completed within 35 £15 for each working day of overrun
connection works in an working days of receipt of written
adopted highway acceptance of quotation terms and (to be paid within 10 working days of
any required payment when works are completed)
ECGS11A Challenge under the quotation Accuracy and completeness of Refund of the amount of any
accuracy scheme in respect of quotation to be reviewed within overpayment and a one-off payment
a single low-voltage service timescale set out in our quotation of £335 to be made if quotation is
demand connection (involving accuracy scheme found to have been inaccurate or
a single-phase connection and incomplete
no significant work beyond
provision of a service line and (to be paid within 10 working days of
fuse) the day on which inaccuracy or
incompleteness is confirmed)
ECGS11B Challenge under the quotation Accuracy and completeness of Refund of the amount of any
accuracy scheme in respect of quotation to be reviewed within overpayment and a one-off payment
a small-project demand timescale set out in our quotation of £670 to be made if quotation is
connection (involving low- accuracy scheme found to have been inaccurate or
voltage circuits fused at 100 incomplete
amps or less per phase, with
whole-current metering and (to be paid within 10 working days of
nominal voltage of assets the day on which inaccuracy or
involved in the provision not incompleteness is confirmed)
exceeding 1,000 volts)
ECGS12 Making of payments for failure Additional one-off payment to be £65 one-off payment
of the connections- and made if payment for original failure is
repairs-related standards not made within the specified
timescale
Table 1: Guaranteed standards of service

Guaranteed Standards

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Guaranteed Standards

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ANNEX 2.

Guidance for the reader

For each guaranteed standard, this annex sets out:

 the number of the standard, for ease of reference;

 the standard that we are legally required to meet; and

Our target audience for this annex

Mapping this annex to the core narrative

Northern Powergrid: Our business plan for 2015-23 Page 2 of 11

1 Guaranteed standards of service and associated failure

Standard Northern Powergrid payment to be

£150 one-off payment for non-

plus £35 for each subsequent 12-

(to be paid within 10 working days of

Northern Powergrid: Our business plan for 2015-23 Page 3 of 11

Standard Northern Powergrid payment to be

plus £35 for each subsequent 12-

(to be paid within 10 days of

Northern Powergrid: Our business plan for 2015-23 Page 4 of 11

Standard Northern Powergrid payment to be

in either case affecting

Northern Powergrid: Our business plan for 2015-23 Page 5 of 11

Standard Northern Powergrid payment to be

(to be paid as soon as reasonably

Northern Powergrid: Our business plan for 2015-23 Page 6 of 11

Standard Northern Powergrid payment to be

Northern Powergrid: Our business plan for 2015-23 Page 7 of 11

Standard Northern Powergrid payment to be

Northern Powergrid: Our business plan for 2015-23 Page 8 of 11

Standard Northern Powergrid payment to be

Northern Powergrid: Our business plan for 2015-23 Page 9 of 11

Standard Northern Powergrid payment to be

Northern Powergrid: Our business plan for 2015-23 Page 10 of 11

Standard Northern Powergrid payment to be

Table 1: Guaranteed standards of service

Northern Powergrid: Our business plan for 2015-23 Page 11 of 11

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