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  • Standards of performance for connection services

    Delays on network connections projects can cost our customers money as well as time. We aim to make sure we deliver what you need, when you need it.

  • When we receive an application for a new connection, we carry out network studies to ensure we deliver the connection you need in a safe, reliable and efficient manner. 

    The time we need to study, design and provide a quotation varies depending on the size and complexity of the requirement. We do everything we can to issue quotations as quickly as we can because we understand how important it is that connections work is completed on time.

    There are some industry safeguards in place. All network operators have to achieve Ofgem's standards of performance for network connection services and meet strict deadlines. Ofgem recognise that not all jobs are equal so the deadlines vary from five working days to 65 working days. If a network operator fails meet a deadline, they have to pay compensation.