Guaranteed Standards of Performance


These standards apply to all of our domestic and microbusiness customers. We use these as our standard for our approach for all customers but compensation payments may be paid to domestic and microbusiness customers. 

Our business hours are Monday to Friday 08.30 am-5.00 pm

Smart Meter Roll Out

Unify Energy is committed to providing our customers with data to be able to manage their energy consumption. Most of our eligible portfolio now has advanced meters. For customers who have not been able to have an advanced meter, we are working to get SMART Meters in 2024.

Fixing your meter

If you think there is a problem with your meter 

  • We’ll complete an initial assessment within 5 working days

  • We’ll let you know the outcome of the assessment and what we are going to do next, this may include replacing the meter. 

  • We’ll give you a timescale for the completion of those works


Appointments

If you have an appointment booked for some work on your meter 

  • We’ll offer a date convenient for you

  • We’ll offer a four-hour timeslot within working hours

  • We’ll give you at least one working day’s notice if we need to rearrange an appointment 


Reconnection 

We will always work with customers to try and resolve any debt issues however in some circumstances it may be necessary for us to disconnect your supply. 

  • Once you have paid or agreed on a plan we will reconnect you within 24 hours or the next working day


Closing your account 

Please let us know as soon as you can that you are moving out of a property. You can find our change of tenancy forms here

  • You will get your final bill within 6 weeks of your supply end date

  • We’ll refund any credit you have on your account within 10 working days of your final bill


Network Operators 

The network companies operate all of the systems that transport gas or electricity to your premises. Sometimes we may receive a compensation payment from them on your behalf. If that is the case we will 

  • Pass this compensation payment to you within 10 working days


To find out who your distribution company is please refer to the Energy Networks Association. You’ll be able to find the standards that the networks must adhere to on their websites.  

If we don't meet these standards we will make a payment to you of £30, if we can't do this within 10 working days we will pay you another £30. 


There are some circumstances when this won't happen

  • When we are in dispute with you over entitlement to compensation

  • You told us not to take action

  • Your supply has been tampered with 

  • We have been unable to take action for reasons out of our control such as bad weather

  • If we are unable to access your property or meter