New standards to speed up connections

Energy regulator Ofgem has announced plans for new requirements to speed up the connection of new housing, business premises and generators to local electricity networks.

Ofgem has taken action following complaints that electricity network operators took too long to complete connections work. The complaints emerged from a review by the regulator of competition in gas and electricity connections.

Ofgem Chief Executive, Alistair Buchanan, said: “The current performance of some electricity network companies in connecting new premises is unacceptable and the delays resulting from this work have caused frustration for developers and businesses. So we are proposing mandatory performance requirements for the companies which should improve the service they offer. If they don’t meet these standards they could face enforcement action from Ofgem.

“Our review showed that competition in the gas connections market has developed well in recent years as independent companies have been able to offer customers alternative connection arrangements.”

The new standards will be introduced through a formal licence condition for the electricity distribution network operators (DNOs) obliging them to meet a 90 per cent target in three key service areas.

Improvements in these areas will ensure that customers with larger connections have an effective choice to use an independent connections provider (ICP) if they are not satisfied with the host distribution network. The three service area requirements are:

provision of quotations including technical information which is vital so ICPs can complete work within 15 working days for low-voltage connections and 50 days for the extra-high voltage connections used by energy intensive industries;

approval of an ICP’s connection design or a full explanation why it has been rejected within 10 days of a request and;

as connection works are nearing completion, ICPs will only need to give the DNO 10 days notice to carry out the final connection for low voltage connections and 20 days for high-voltage connections.

Ofgem is urging DNOs to improve their customer service for connections in a variety of ways such as offering a dispute resolution service and carrying out customer feedback surveys. The companies and other stakeholders will have until March 30 to respond to the proposals. If accepted the licence condition will come into force on 1 July and the other proposals are expected to be implemented more quickly.