Standards of Performance

In Great Britain, electricity distribution network operators (DNOs) are regulated and licensed by Ofgem. There are 14 DNO licences in GB operated by seven companies.

DNOs hold regional licences for the provision of electricity distribution services in specific areas. There are also three transmission system operators and related licences. Separate arrangements are in place for Northern Ireland transmission and distribution.

DNOs are under certain statutory duties and  are regulated (in Great Britain) through price controls, which aim to provide incentives to minimise operating, capital and financing costs. DNOs are also obliged to meet guaranteed and over-all legally-binding standards of performance.

These are standards of service backed by a guarantee and are established by the Electricity (Standards of Performance) Regulations 2001(as amended). The overall standards are levels of service determined by Ofgem under sections 40 and 40A of the Electricity Act 1989.

ENA members have developed a guide to the standards for suppliers and customers, outlining the overall standards and targets per company as well as how to contact your distribution network operator in the event of a query or claim.

Guaranteed & Overall Standards of Performance
Notice of Rights October 2009