Standards of Conduct

Standards of Conduct

Our committment to our customers

As your energy supplier, we work closely with industry regulator Ofgem to ensure that you, the customer, gets looked after. The below Standards of Performance help protect your rights as a customer.

Appointments at your premises

Whenever we make an appointment with you (whether requested by you or by us), we will always ensure that any Opus Energy representative who visits you has the correct skills, experience and resources to complete the job at hand.

If we make or rearrange an appointment with you, the time slot we give you will be no longer than 4 hours and will take place within working hours (between 8am-8pm Monday to Friday, or 9am-5pm on Saturday, Sunday or Bank Holidays).

If you want, you can request a date and time period for your appointment and we’ll do our best to accommodate this request (unless it’s a period of 2 hours or less, or outside of working hours).

We will always give more than one working day’s notice if we need to rearrange an appointment, unless we have express written agreement from you.

Our promise

In the case that we don’t meet any of the specifications laid out above, we will give you a standard payment of £30.

We’ll get this payment to you within 10 working days with an explanation of the standard that was not met.

If we don’t meet this promise, we will make another £30 payment to you.

Distributed payments

As your supplier, we are your point of contact for all your energy account-related issues. However, energy itself is distributed by independent companies – either gas transporters or electricity distributors.

Distributors have their own standards of performance to abide by*. When distributors don’t meet these standards, they will also make a payment to you, the customer.

For example, if there is a large power outage they need to pay compensation. This payment is delivered to us, and we then pass it on to you within 10 working days of receiving the payment.

Exemptions and limitations

There are only a few exceptions to the above. For example, the appointment is unable to be completed due to a lack of access provided by you, extreme weather prevented us from completing our duties or any other circumstances entirely out of our control.

*Gas and electricity distributor standards of performance

Distributed payments: Gas transporters

Standards of performance are also prescribed to gas transporters by Ofgem.

If a gas transporter fails to meet any of these performance standards, it is required to provide compensation to the affected customer. Any compensation given must not affect any other remedy which may be available for the particular failure at hand.

The standards of performance regulations may:

Distributed payments: Electricity distributors

Standards of performance are also prescribed to electricity distributors by Ofgem.

If an electricity distributor fails to meet any of these performance standards, it is required to provide compensation to the affected customer. Any compensation given must not affect any other remedy which may be available for the particular failure at hand.

The standards of performance regulations may: