GSOP compensation for energy service failures

As a UK energy consumer, you have clear rights to compensation under the Guaranteed Standards of Performance (GSOP). These standards, set by the energy regulator Ofgem, ensure you receive payments when your energy supplier or network operator falls short on service. This guide explains what GSOP payments are, who is eligible, how much you can expect, and the steps to claim what you are owed.

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What are Guaranteed standards of performance (GSOP)?

Guaranteed Standards of Performance (GSOP) are a set of rules established by Ofgem that energy suppliers and network operators in Great Britain must adhere to. These standards are legal obligations, designed to protect consumers by ensuring minimum service levels across various interactions, from appointments to power supply. If a supplier or network operator fails to meet these standards, they are legally obliged to provide compensation to the affected customer.

Understanding your rights as an energy consumer

GSOP ensures that you, as an energy consumer, are protected when service failures occur. This includes issues like missed appointments, delays in switching suppliers, or prolonged power cuts. The specific rules and compensation levels are detailed in Ofgem's supply licence conditions and distribution licence conditions. These standards aim to ensure timely service, fair treatment, and accountability from energy providers.

Key areas covered by GSOP

GSOP covers a range of service areas where energy suppliers and network operators must meet specific performance levels. These typically include:

• Appointments: Keeping scheduled appointments for meter installations, maintenance, or repairs.
• Supply interruptions: Restoring electricity supply within specified timeframes during power cuts.
• Switching: Completing supplier transfers within set working days.
• Erroneous transfers: Rectifying situations where your supply was switched without your consent.
• Refunds: Issuing final credit balances promptly after you switch away.
• Faulty meters: Investigating and resolving issues with smart meters within a set timeframe.

Who is eligible for GSOP compensation?

You are eligible for GSOP compensation if your energy supplier or network operator fails to meet one of the specific standards set by Ofgem. This applies to domestic customers.

Common service failures that trigger payments

Several common service failures can trigger GSOP payments:

• Missed or delayed appointments: If an engineer misses a scheduled appointment or fails to offer one within the required timeframe, you may be entitled to compensation.
• Prolonged power cuts: If your electricity supply is interrupted for an extended period due to a problem on the distribution network, you could be due a payment.
• Delayed supplier switches: If your energy switch takes longer than the standard 5 working days due to your supplier's error, you are typically owed £40 compensation.
• Erroneous transfers: If your energy supply is switched to a different supplier without your permission, you are eligible for £40 compensation.
• Failure to refund credit balances: If your previous supplier does not refund any credit balance on your account within 10 working days of your final bill, you should receive a £40 payment.
• Smart meter issues: From 23 February 2026, new smart meter GSOPs mandate £40 compensation for missed installation appointments, failed installations due to supplier fault, or failure to provide a resolution plan for a reported fault within five working days. These smart meter standards also apply to microbusinesses.

Identifying your responsible party: supplier or network operator

It is important to know whether your energy supplier or your network operator is responsible for the service failure, as this determines who pays the compensation.

• Energy supplier: Your supplier (e.g., Fuse Energy or another supplier) is responsible for issues related to your billing, meter appointments (installation, maintenance), switching, and refunds.
• Network operator: Your electricity distribution network operator (DNO) or gas transporter is responsible for the physical infrastructure that delivers energy to your home, such as power lines, cables, and gas pipelines. They are accountable for issues like prolonged power cuts, voltage problems, or planned supply interruptions without adequate notice. In some cases, your supplier may pass on compensation payments from the network operator.

How much compensation can you expect?

Compensation amounts for GSOP failures are fixed by Ofgem and are reviewed periodically to account for inflation. These amounts vary depending on the type of failure and who is responsible.

For example, if your supplier fails to meet a standard, such as a missed smart meter installation appointment, you are automatically entitled to a £40 payment. If this payment is not made within 10 working days, an additional £40 must be paid. For network-related issues, such as prolonged power cuts, the compensation amounts can be higher and may include additional payments for extended periods without supply.

Ofgem's fixed compensation amounts

Ofgem regularly updates the specific payment amounts. The compensation payment level for many supplier-related failures increased from £30 to £40, taking effect from 2 January 2025. Network operator compensation amounts are also updated annually to reflect inflation.

When and how payments are made

If a GSOP is breached, your energy supplier or network operator should automatically pay the compensation due. Payments are typically made within 10 working days of the failure. This payment is usually credited to your energy account. If the compensation is not paid within this timeframe, an additional payment of £40 is often triggered.

How to claim your GSOP payment

In many cases, GSOP payments should be automatic, meaning you should not have to claim them. However, if you believe a standard has been missed and you have not received payment, you can and should make a claim.

Step-by-step guide to making a claim

1. Identify the service failure: Confirm that the issue you experienced falls under one of the GSOP categories.
2. Gather evidence: Collect any relevant information, such as dates, times, communication records (emails, call logs), and reference numbers related to the incident.
3. Contact your energy supplier or network operator: Reach out to the responsible party to formally make your claim. Explain the situation clearly and state that you believe you are owed compensation under GSOP.
4. Keep detailed records: Maintain a log of all communications, including dates, names of people you spoke to, and any claim reference numbers.
5. Follow up: If you do not hear back or receive payment within the expected timeframe (typically 10 working days), follow up on your claim.

Essential information to include in your claim

When contacting your provider, be prepared to provide:

• Your account number and address.
• A clear description of the service failure.
• The date and time the incident occurred.
• Any relevant reference numbers or previous communications.
• A statement that you are claiming compensation under the Guaranteed Standards of Performance.

Deadlines for submitting a claim

While GSOP payments should be automatic, it is best to raise any concerns as soon as possible if you have not received what you are owed.

What to do if your claim is rejected or delayed

If your GSOP claim is rejected, or if you do not receive a satisfactory resolution from your energy supplier or network operator, you have further avenues for recourse.

Escalating your complaint to the energy Ombudsman

The Energy Ombudsman provides a free and impartial service to resolve disputes between consumers and energy companies. You can escalate your complaint to the Energy Ombudsman if:

• You are unhappy with your supplier's decision regarding your claim.
• Your supplier has not provided a decision within eight weeks of your initial complaint.

The Ombudsman can investigate your case, decide if the supplier acted correctly, and, if not, compel them to provide financial compensation or other remedies. If the customer accepts the Ombudsman's decision, Fuse implements the instructions within 28 days.

Seeking further advice and support

If you need further assistance or advice, organisations like Citizens Advice can offer guidance on making a complaint and understanding your rights. They can help you navigate the process and ensure you receive fair treatment.

Key takeaways

Understanding your rights under the Guaranteed Standards of Performance is crucial for UK energy consumers. Ofgem sets these standards to ensure you receive compensation when energy suppliers or network operators fail to meet their service obligations. Compensation amounts are fixed by Ofgem and are often paid automatically. If you believe you are owed a payment and have not received it, gather your evidence and contact your provider. If your claim is rejected or unresolved, escalate it to the Energy Ombudsman for an independent review. Empowering yourself with this knowledge ensures you get the service and compensation you deserve.

Managing your home's energy should be straightforward, and knowing your rights is a big part of that. Fuse Energy is committed to transparency and empowering customers with clear, actionable information. Our support team is available via in-app chat or email to help you navigate any energy-related issues, including understanding your rights and how to claim compensation. Switching to Fuse is quick and easy, giving you more control over your energy bills. Click here to switch to Fuse Energy today. You can also learn more about our mission to make energy fairer and simpler here.