We aim to provide the highest standard of service for all our customers. This is why, if we fail to upheld any of our guaranteed service level (listed below), customers will be entitled to compensation, known as a service-failure payment, as shown in the table over the page.
The service-failure payment values indicated below are valid from April 1st 2023 to March 31st 2024. They are updated yearly in accordance with the Heat Trust’s indexation and are published on the Heat Trust website.
| Item | Standard | Service level | Service failure | Service-failure payment (compensation) |
| 1 | Planned interruption (where we have given you at least 48 hours’ written notice) | We will give you at least 48 hours’ written notice of a planned interruption that will last more than four hours. | When a planned interruption has lasted longer than five days. | £40 for each full 24-hour period starting at 00:00 on the fifth day after the planned interruption.
Payments are capped at a total of £695 a year and you must claim the service-failure payment within three months of the service failure. |
| 2 | Unplanned supply interruption (where we have not given you at least 48 hours’ written notice) | Within 24 hours from the start of any unplanned interruption the heat supply will be available at a temperature of at least 50°C at the point where it connects to your home’s heating system. | When we have failed to provide the heat supply at the necessary temperature within 24 hours of the interruption. | £40 for each full 24-hour period that a heat supply of at least 50°C is not available.
Payments are capped at a total of £695 a year. |
| 3 | Several unplanned supply interruptions in a year | No more than three unplanned interruptions, lasting for over 12 hours, during a 12-month period | When you have told us about four or more unplanned interruptions, lasting for over 12 hours, during a 12-month period. | A one-off payment of £75.
This payment is on top of any other service failure payment due. |
| 4 | Maintaining the service to vulnerable customers when the heat supply is interrupted | We will make sure that arrangements are made to supply alternative heating to vulnerable heat customers. | When a planned or unplanned interruption has lasted for longer than 12 hours and we have not provided alternative heating (such as an electric heater). | A one-off payment of £35. |
To claim the service failure payment, give us details of the service failure by:
- phoning us on 0333 241 4551 ;
- Sending an email to [email protected]; or
- writing to us at Energetik, c/o Switch2 Energy Limited, The Waterfront, Salts Mill Road, Shipley, BD17 7EZ.
