Our performance

Every time we provide a quotation to a customer or energise a connection, we submit the details of the work to an independent research agency appointed by DNOs under an obligation from Ofgem. The research agency contacts the customers by phone and ask a series of questions to understand how satisfied customers are with the service they have received from UK Power Networks. Ofgem have requested that we report the results by market segments and we have structured our report accordingly. In addition, we differentiate between market segments where Ofgem have assessed there is adequate competition and those where competition is less mature. Where competition is less mature, we will receive a financial penalty if we do not meet a minimum level of service.

We ranked as the number one DNO Group for the Financial Incentive (FI) with a score of 9.39. We ranked as the number one DNO Group for the Reputational Incentive (RI) with a score of 9.35.

London Power Networks ranked 1st overall across the 14 network areas. This broke down to 1st for surveys about our quotation process and 2nd for surveys about our delivery process.

London Power Networks was ranked 2nd overall across the 14 network areas. This broke down to 3rd for surveys about our quotation process and 1st for surveys about our delivery process.

South Eastern Power Networks ranked 4th overall across the 14 network areas. This broke down to 4th for surveys about our quotation process and 4th for surveys about our delivery process.

South Eastern Power Networks was ranked 1st overall across the 14 network areas. This broke down to 2nd for surveys about our quotation process and 1st for surveys about our delivery process.

Eastern Power Networks ranked 3rd overall across the 14 network areas. This broke down to 2nd for surveys about our quotation process and 3rd for surveys about our delivery process.

Eastern Power Networks ranked 3rd overall across the 14 network areas. This broke down to 1st for surveys about our quotation process and 10th for surveys about our delivery process.

The independent research agency determines whether the sample sizes within each regulatory segment is statistically significant. This informs Ofgem whether a penalty can be applied where appropriate.
*The scores in these market segments are derived from a sample size that is statistically significant.
**The scores in these market segments are derived from a sample size that is not statistically significant.

We understand that timely connections are very important to our customers. We measure the average time to quote and the time to connect across the different market segments as defined by Ofgem. Time to quote is measured in working days from receipt of a completed application to issuing a quotation. Time to connect is also measured in working days, from the date the customer has accepted the quote to the connection being energised. Our report only includes jobs that were accepted and delivered in the RIIO_ED2 period (April 2026).