Guaranteed standards

Guaranteed standards Guaranteed standards of service We work hard to deliver a great service to you and rest of the North West. From our engineers to our contact centre, we guarantee you a great service. Our guarantee to you As the electricity network operator for the North West, we recognise our huge responsibility to provide the service you need. We know how important our role is for everyday life as well as for the future of the region. Our guaranteed standards give you confidence in the service we deliver. We set out exactly what you can expect from us, and if we don’t deliver then we’ll offer you a payment. The standards we apply cover how we respond to and deal with power cuts, and the service we provide to people wanting to connect to the network. These standards are independently set and judged by our regulator, Ofgem, so you always know we’re doing our best for you. Guaranteed standards information The following documents set the terms of our guaranteed standards: pdf DNO Metered Connections NOR April 2026 - FINAL 1.7 MB - 20th Mar 2026 pdf DNO NOR April 2026 - FINAL 394.4 KB - 20th Mar 2026 pdf DNO Unmetered NOR April 2026 - FINAL 349.8 KB - 20th Mar 2026 pdf Customer Payment Scheme_Final April 25 285.4 KB - 23rd Sep 2025 pdf Metered Connections_Final April 25 270.8 KB - 23rd Sep 2025 pdf Unmetered Connections_Final April 25 255.1 KB - 23rd Sep 2025