Your Energy supply and meter
10.1 Standards of service
Your Energy is delivered to your meter by your local Network Operator. Details of your local Network Operator are provided on your bill or statement.
We and your Network Operator aim to give you a high standard of service at all times but, despite all reasonable efforts, your Energy supply may be interrupted or of a lower quality due to circumstances outside our or their reasonable control. We’ll send you information about the level of service you should expect and any compensation you may be eligible for if we don’t meet those standards once a year, or you can go to eonenergy.com/guaranteedstandards or call us on 0345 059 9905 and we’ll send you a copy.
10.2 Electricity National terms of connection
We are acting on behalf of your electricity Network Operator to make an agreement with you. The agreement is that you and your electricity Network Operator both accept the National Terms of Connection (NTC) and agree to keep to its conditions. This will happen from the time that you enter into this Contract and it affects your legal rights. The NTC is a legal agreement. It sets out rights and duties in relation to the connection at which your Network Operator delivers electricity to, or accepts electricity from, your Property.
If you want a copy of the NTC or have any questions about it, please write to: Energy Networks Association, 6th Floor, Dean Bradley House, 52 Horseferry Road, London, SW1P 2AF: phone 0207 706 5100 or visit the website at connectionterms.co.uk.
10.3 Emergencies
You need to tell us if you have a medical condition or disability. We will let your Network Operator know so that if there is an emergency they will, where possible, ensure you are not without essential heating and lighting.
In a gas emergency, we or your Network Operator may ask you to turn down gas equipment or stop using gas. You need to follow any instructions you receive at the time.
10.4 Meter faults and problems
If you think your meter is faulty you can ask us to test it. If it is not faulty you will be charged for the test. If we think your meter is faulty we will arrange to have it tested and we will pay for the test.
If your meter is found to be faulty, we will estimate how much Energy you have used until the fault is fixed.(see section 2.6).
10.5 Inspecting your meter
Whatever type of meter you have, we need to inspect it at least every two years, which will include taking a meter reading. We may charge you our costs if you don’t allow us to have reasonable access to your meter, including any costs relating to getting a warrant.
10.6 Access to your meter
You have to allow your Network Operator, us or anyone we authorise to access your meter. If it isn’t an emergency, this will be at reasonable times. We will take reasonable care while we are in your Property.