Maxen Power

Guaranteed Standards of Performance

We are committed to making your energy experience fair, reliable, and hassle-free. We strive to uphold the promises we make to our customers. 

To ensure all our customers are treated fairly, we adhere to service standards set by Ofgem, the energy regulator in the UK. These standards are known as the Guaranteed Standards of Performance (GSOP), enforced to ensure reliable service delivery. 

If energy suppliers fail to meet these standards, they may be liable to pay GSOP compensation to the customers.

What are Guaranteed Standards of Performance?

The Guaranteed Standards of Performance (GSOP) are legal obligations set out in the Electricity and Gas (Standards of Performance) Regulations 2015, enforced by Ofgem through Standard Licence Conditions (SLCs). They outline the minimum service levels that licensed energy suppliers must meet while delivering specific customer services.

These standards are designed to protect customers by setting minimum service standards for energy suppliers in the UK. These standards help ensure services are delivered timely, customers are treated fairly, and energy suppliers remain accountable.

If we ever fall short of these guaranteed standards, we will credit your account with a payment known as GSOP compensation as our way of making it right.

When Can You Receive GSOP Compensation?

A GSOP compensation becomes due when we fail to meet a guaranteed standard of performance. This may include:

Smart Meter Installation Appointments

If you request a smart meter installation, we will attend the initial scheduled appointment within 12 weeks (or 60 working days for microbusinesses).

If a customer reports a problem with smart meter, we will assess the issue and initiate a corrective action within 05 working days.

Erroneous Transfer

An erroneous transfer happens when your energy supply is switched without your consent. Maxen Power will handle erroneous transfers in line with legislation, Ofgem guidance, and REC requirements. We will aim to resolve the issue within 20 working days of your first contact. Within the same 20-day period, the supplier you contacted must either confirm that you will be returned to your previous supplier or provide a written explanation of the investigation outcome.

If the issue is not resolved within 20 working days, you will receive £40 compensation from each supplier involved. If the supplier you contacted does not confirm the outcome within this timeframe, you will receive an additional £40 from that supplier. If it is confirmed that you were switched in error, you will be entitled to GSOP compensation.

Switching Suppliers

We will complete your energy switch process in accordance with the applicable switching timeline set out in the industry regulations. If we fail to meet this standard, you will receive GSOP compensation.

GSOP Compensation for Switching Will Not Apply If:

  1. You withdraw your transfer request once the switch has been completed.

  2. We are not provided sufficient information to complete your sign-up. (In this case, we can make a contact with you in order to get the required details)

  3. Your current energy supplier raises an objection to the transfer due to a valid reason.

Final Bills and Refunds

When your energy supply comes to an end with us, whether your contract expires, you are moving out or switching to another supplier, we will ensure this process is completed smoothly and without any unnecessary delay.

  • We will issue your final bill within 6 weeks of the supply end date.
  • If your final bill shows any credit balance, we will initiate the refund process within 10 working days

If we fail to meet either requirement, GSOP compensation will apply without the customer needing to claim it.

Credit Balance Refunds

If you leave Maxen Power and your final bill shows a credit, we will initiate the refund process within 10 working days. However, if you choose to get the credit via post, we will send it within 07 working days to ensure you receive it within the 10 working days timeframe.

Service Interruptions

The physical infrastructure that delivers electricity and gas to customers is managed by Electricity Distribution Network Operators (DNOs) and Gas Transporters. These companies operate under their own GSOP arrangements. Maxen Power Supply Limited is generally not liable for GSOP compensation related to the network. In certain situations, however, we may assist the network operator by processing compensation payments on their behalf.

When GSOP Compensation May Not Apply?

The following are certain circumstances where GSOP compensation may not be applicable:

  • Severe weather or natural disasters: Situations beyond our control, like storms, floods, or other natural events that prevent us from completing our obligations.
  • Request withdrawal: Cases in which you notify us that you do not wish for any further action on the issue you reported.
  • Meter tampering found: Evidence that the meter has been interfered with or tampered with.
  • Access issues: Situations where we are unable to access your premises or meter despite reasonable attempts.
  • Refusal of repairs or replacement: Where you decline our offer to repair or replace a faulty prepayment meter.
  • Trading ceased: The supplier has ceased trading.

Important: Please note these conditions may be updated or amended in line with Ofgem regulations.    

Why Does GSOP Matter?

GSOP ensures that energy service is reliable and fair. Here is how it matters:

Title
Description
Customer Protection
Ensures fair treatment and compensation if the specific service standards are not met.
Timely Service Delivery
Timely Service Delivery Set clear timelines for services like switching, billing, and credit refunding.
Energy Supplier’s Accountability
Ensures energy suppliers face financial and regulatory consequences if they fail to meet service standards
Fair Compensation
Guarantees you are compensated quickly and effortlessly.
Regulatory Compliance
Makes the suppliers aligned with regulatory frameworks.

GSOP ensures that customers receive fair treatment and timely service. It holds energy suppliers accountable for service failures and aligns practices with regulatory standards. By adhering to GSOP, we aim to provide a seamless and reliable experience for our customers.

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