Performance standards for connections
Ofgem regulates the electricity industry, it sets out the level of service you can expect from us when seeking a connection to our network. If we fail to meet these Guaranteed Standards, we are required to pay compensation. The information on our Guaranteed Standards is outlined in the table below.
Measuring customer satisfaction for major connections customers
To ensure we meet the needs of our major connections customers, Ofgem introduced Incentive on Connections Engagement (ICE).
Ofgem Standard Licence Condition 15 Timescales for Non-Contestable Connection Projects
Provision of Quotations
| Standard | Type | Service | Timescale to Provide Service | Voluntary Standard Payments |
|---|
| 1a | LV Demand | For a new demand connection to the licensee's distribution system where the highest voltage of the assets at the point of connection and any associated works is not more than 1 kilovolt | Within 15 working days of receiving the request | Failure to meet this target will result in a Voluntary Standard Payment of £65 for each day failure continues. |
| 1b | LV Generation | For a new generation connection to the licensee's distribution system where the highest voltage of the assets at the point of connection and any associated works is not more than 1 kilovolt | Within 30 working days of receiving the request | Failure to meet this target will result in a Voluntary Standard Payment of £65 for each day failure continues. |
| 1c | HV Demand | For a new demand connection to the licensee's distribution system where the highest voltage of the assets at the point of connection and any associated works is more than 1 kilovolt but not more than 22 kilovolts | Within 20 working days of receiving the request | Failure to meet this target will result in a Voluntary Standard Payment of £135 for each day failure continues |
| 1d | HV Generation | For a new generation connection to the licensee's distribution system where the highest voltage of the assets at the point of connection and any associated works is more than 1 kilovolt but not more than 22 kilovolts | Within 50 working days of receiving the request | Failure to meet this target will result in a Voluntary Standard Payment of £135 for each day failure continues. |
| 1e | EHV Demand | For a new demand connection to the licensee's distribution systems where the highest voltage of the assets at the point of connection and associated works is more than 22 kilovolts but not more than 72 kilovolts | Within 50 working days of receiving the request | Failure to meet this target will result in a Voluntary Standard Payment of £200 for each day failure continues. |
| 1f | Other Connections | For a new connection to the licensee's distribution system that is not included within the preceding sub-paragraphs | Within 65 working days of receiving the request | Failure to meet this target will result in a Voluntary Standard Payment of £135 for each day failure continues. |
Information and Design Submissions
| Standard | Type | Service | Timescale to Provide Service | Voluntary Standard Payments |
|---|
| 2a | Point of Connection Information | Provide technical information necessary to enable the Applicant to identify the proposed location and characteristics of the point of connection of the premises to the licensee's distribution system, where the highest voltage of the assets at that point or any associated works is more than 22 kilovolts but not more than 72 kilovolts | Within 30 working days of receiving the request | Failure to meet this target will result in a Voluntary Standard Payment of £65 for each day failure continues. |
| 2b | Design Submissions for LV and HV Connections | In response to a design submitted by the Applicant for the licensee's approval, outlining a new proposal for connecting premises to the licensee's distribution system, provide a written approval of the proposed design, or a written rejection stating reasons for rejection | 10 working days of receiving the proposed design(unless any part of it would require or directly affect the use of EHV assets) | Failure to meet this target will result in a Voluntary Standard Payment of £65 LV / £135 HV for each day failure continues. |
| 2c | Design Submissions for EHV and Other Connections | In response to a design submitted by the Applicant for the licensee's approval, outlining a new proposal for connecting premises to the licensee's distribution system, provide a written approval of the proposed design, or a written rejection stating reasons for rejection | 20 working days of receiving the proposed design | Failure to meet this target will result in a Voluntary Standard Payment of £200 for each day failure continues. |
Final Works and Phased Energisation (subject to all conditions precedent being met)
| Standard | Type | Service | Timescale to Provide Service | Voluntary Standard Payments |
|---|
| 3a | LV Connections | Complete the final works for a low voltage connection | Within 10 working days of receiving the request | Failure to meet this target will result in a Voluntary Standard Payment of £135 for each day failure continues. |
| 3b | HV Connections | Complete the final works for a high voltage connection | Within 20 working days of receiving the request | Failure to meet this target will result in a Voluntary Standard Payment of £200 for each day failure continues. |
| 3c | EHV Connections | Inform the Applicant of the date by which it is proposed to complete the final works for an extra high voltage connection | Within 20 working days of receiving the request (and complete the works as soon as reasonably practicable) | Failure to meet this target will result in a Voluntary Standard Payment of £270 for each day failure continues |
| 3d | LV Energisation | Complete low voltage phased energisation works | Within 5 working days of receiving the request | Failure to meet this target will result in a Voluntary Standard Payment of £135 for each day failure continues. |
| 3e | HV Energisation | Complete high voltage phased energisation works | Within 10 working days of receiving the request | Failure to meet this target will result in a Voluntary Standard Payment of £200 for each day failure continues |
Note: The conditions precedent to be satisfied for the purposes of Part 3 are specified by SP Energy Networks and agreed by the ICP under the provisions of the Construction and Adoption Agreement (as defined in Engineering Recommendation G81 of the Energy Networks Association) or such similar agreement as SP Energy Networks may from time to time adopt.