Our performance

Every time we provide a quotation to a customer or energise a connection, we submit the jobs to an independent research agency appointed by DNOs under an obligation from Ofgem. The research agency contact 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 different market segments. 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 8.82. We ranked as the number one DNO Group for the Reputational Incentive (RI) with a score of 8.91.

London Power Networks ranked 2nd overall across the 14 network areas. This broke down to 1st for surveys about our quotation process and 4th for our delivery process. Our action plans are focussed on improving the customer journeys for specific customer groups particularly where there is complex metering or customers are in multi-occupied buildings.

London Power Networks ranked 4th overall across the 14 network areas. This broke down to 7th for surveys about our quotation process and 1st for our delivery process. Our action plans are focussed on working with customers on more complex schemes to better understand their requirements to provide a more tailored quotation. To enhance this process, we have implemented proactive communication strategies that engage customers early on, ensuring clarity and transparency from the initial application through to the quotation stage.

South Eastern Power Networks ranked 4th overall across the 14 network areas. This broke down to 3rd for surveys about our quotation process and 10th for our delivery process. Our action plans are focussed on proactive communication strategies that engage customers early on, ensuring clarity and transparency from scheduling through to completion of the works.

South Eastern Power Networks ranked 1st overall across the 14 network areas. This broke down to 1st for surveys about our quotation process and 7th for our delivery process. Our action plans are focussed on improving the customer journey for Local Authorities and Parish Councils looking to install unmetered assets. This includes improving our proactive communication and simplifying our online and application process.

Eastern Power Networks ranked 6th overall  across the 14 network areas. This broke down to  5th for surveys about our quotation process and 8th for our delivery process. Our action plans are focused on improving the speed at which we provide quotations and the timeliness of our communications to agree the delivery programme.

Eastern Power Networks ranked 2nd overall  across the 14 network areas. This broke down to 2nd for surveys about our quotation process and 3rd for our delivery process. Our most inconsistent scores were achieved for our customer service for large generation customers. We have worked with customers to develop new curtailment studies and develop our ‘Technical Limits’ solutions to allow more customers to connect where the network is subject to transmission constraints.

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 2023).