Standards and Consumer Expectations: Evaluating whether current GSOP standards (2023/24-2024/25) meet consumer expectations
Our analysis assesses the operational delivery of energy networks regarding Guaranteed Standards of Performance for the 2023–25 period. Although operators achieved compliance rates exceeding 95%, these figures often mask a significant disconnect from consumers' lived experience.
Evidence from our casework identifies several critical areas where regulatory adherence fails to meet household expectations:
Efficiency versus outcomes: While gas networks reported reinstatement pass rates above 96%, high complaint volumes persist. Current metrics prioritise the speed of completion over the quality of the final work.
Unreimbursed damages: Standard compensation typically covers general inconvenience, leaving households to bear the cost of specific losses, such as spoiled food or damaged electronics.
Barriers to understanding: Many people find it difficult to navigate their rights, determine if they qualify for payments, or identify which network is responsible.
Inconsistent data: A sharp decline in gas payment compliance to 33% during 2024/25 highlights how differing reporting methods across the industry can skew performance data.
Our recommendations
For Ofgem: Reform standards to incorporate work quality; clarify pathways for appliance damage claims; direct payments to the residents affected rather than property owners; and require emergency power for Priority Services Register customers.
For Network Operators: Strengthen public guidance on consumer rights, maintain high operational standards, and establish assistance funds for vulnerable households experiencing equipment failures.