28 Working Days
4 Working Days
1 Working Day
10 Working Days
We would not pay compensation as it is not our fault
We would arrange for the meter operator to arrange payment
We would offer £22 to the customer
We would offer £24 to the customer
Add the credit to the customer’s account in CRM and log the payment on the central spreadsheet
Add the credit to the customer's account in CRM and log the payment on the historical spreadsheet saved in your emails
Add the credit to the customer's account only once you have checked with the meter operator and got an email from then giving you permission
Add the credit to the customer's account and also raise a help disk ticket
Failed Meter Appointment without prior notice
Failure to respond to a meter problem query within 5 working days of the customer advising us.
Failure to arrange a meter appointment to investigate a meter fault within 7 working days of the customer contacting us.
Where an appointment isn’t required, failure to provide a reasonable explanation to the customer for their problem within 5 working days
Failure to get an engineer to site within 3 working hrs (elec) & 4 working hrs (gas) for a Pre-Payment Meter fault.
Failure to apply a Guaranteed standard of service payment within 10 working days
If we fail to attend a Meter Appointment within the specified time period (AM or PM)
J:\Shared Documents\Customer Correspondence\Customer Care\2014
J:\Shared Documents\Customer Correspondence\Customer care\2013
J:\Shared Documents\Customer Correspondence\Central spreadsheet\2013