Guaranteed Standards of Performance
Here at Spark, we have ‘guaranteed standards of performance’ that govern how we communicate with our customers and other suppliers during the supply switching process. It’s really important to us that we’re able to provide you with the best possible service; we expect high standards from ourselves, and know that you expect high standards from us too, which is why we have plans in place for when things, well, don’t quite go to plan!
We know how important it is to keep your lights on and bathwater hot.When you hit problems that we can’t fix over the phone or online we’ll arrange for one of our team to visit your property to get you back up and running.
We know that it can be a pain to wait in for an engineer so we’ll always offer you an appointment as quickly as possible at a time that suits you.
Here’s a summary of the timelines we always aim to meet1:
General appointments - Any appointments we make with you will be within a reasonable time of your request being made. It will be arranged during working hours (8am – 6pm working days, 9am – 1pm on a Saturday) and take no longer than four hours.
Investigating a faulty meter (not pay as you go) - If you believe that your meter isn’t recording the energy you are using correctly then we‘ll investigate it within 5 working days.
Fixing a faulty pay as you go meter - If your pay as you go meter isn’t working, we’ll try to fix or replace it within three hours (on a working day) or four hours (on a non-working day) of you reporting it to us.2
Reconnecting your supply - If you were previously disconnected because of unpaid bills, we’ll reconnect you within 24 hours of receiving your outstanding balance. We might also need a security deposit and/or to agree a payment plan with you before this happens.
We always try our best to meet these targets, but when we don’t we’ll pay you £30 in compensation within 10 working days from when the deadline was missed .3 If this initial payment isn’t paid within 10 days, then only one additional payment of £30 is due to be paid to you.
How we're performing
The tables below show how well we’re performing against our targets.
1 - Full guaranteed standards set out in The Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015.
2 - Where you let us know about your broken meter outside working hours (before 8am or after 6pm on working days, before 9am or after 1pm otherwise), the timescales will be applied from when the next period of working hours begins.
3 - Sometimes things happen that we can’t control, like exceptional weather conditions, and we can’t meet these. These cases are exempt and you won’t be eligible for the £30 payment but we’ll get you back up and running as soon as possible. For a full list of exemptions, please click here.