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Connection guaranteed standards of performance

The Connection Guaranteed Customer Service Standards are set out by the energy regulator, Ofgem.

For more information on OFGEM's full service standards, visit our Guaranteed Standards page.

Connections Guaranteed Standards of Service October 2023

Budget Estimates & Quotations

Dual or convertible quotes are treated as Metered quotes not CIC quotesBudget EstimateQuotation
Contact Customer within 2 working days		Quotation Accuracy Scheme*
Type of QuotationTimescale working daysFailure Payment one offTimescale working daysFailure Payment per working date lateFailure Payment one off
Budget Estimate Less Than 1MVA10£75   
Budget Estimate 1MVA or More20£75   
Demand LV Single Service/Service Alteration  5£20£395
Demand LV Small Project (1-4 premises)  15£20£780
Demand LV Other  25£75* Customer can challenge if quoted charges are outside the published range of charges – without an explanation from NGED. Challenge must be within 60 calendar days of quote or 10 calendar days of acceptance.
Generation LV  45£75
Demand HV  35£160
Generation HV  65£160
Demand EHV/132kV Generation
EHV/132kV		  65£235
UNMETERED - A scheme of 100 or less street lights or street furniture - LV  25£20 

Connection Works

 Make Contact to Schedule DatesCommence WorksComplete WorksEnergise Connection
The clock starts from receipt of payment at Plymouth Accounts ReceivableThe Agreed Date may be changed by the customer or NGED. Notes must be kept on Crown of agreed dates with customer and any changes to dates
Type of ConnectionTimescale working daysFailure Payment per working date late
Demand LV Single Service / Service Alteration / Demand LV Small Project7£20 £40 
Demand LV Other7£75£30£160£160
Generation LV7£75£30£160£160
Demand HV or Generation HV10£160£30£235£235
Demand or Generation EHV/132kV15£235£30£315£315
UNMETERED - A scheme of 100 or less street lights or street furniture – LV
Unmetered Complete Works on New Site   £20 
Unmetered Complete Works on Adopted Highway (35 working days)   £20 

CIC Connections

NGED carry out non-contestable works only. ICP/IDNO carries out the Contestable works (also known as requests for POC or SLC15)
Contestable works undertaken for an ICP/IDNO are not covered by guaranteed standards, but should be carried out on a date agreed with and acceptable to the ICP/IDNO
 Quotation – Contact Customer within 2 working daysInformation & Design Submissions – Send written response to design submission & POC informationFinal Works & Phased Energisation
Type of ConnectionTimescale working daysFailure Payment per working date lateTimescaleFailure Payment per working date lateTimescaleFailure Payment per working date late
CIC Demand LV15£75Design submission decision within 10 working days of request for approval£75Complete final works - 10 working days Phased energisation works - 5 working days or later date as requested£160
CIC Generation LV30
CIC Demand HV20£160Design submission decision within 10 working days of request for approval£160Complete final works - 20 working days Phased energisation works – 10 working days or later date as requested£235
CIC Generation HV50
CIC Demand EHV50£235Provide EHV POC within 30 working days£75Inform the customer of planned date proposed to complete final works within 20 working days of ICP request£315
CIC Generation EHV CIC Demand/Generation 132kV65£160Design submission decision - within 20 working days£235

Unmetered Fault Repairs

Faults notified by the local authority. Metered street lighting comes under the 12 hr GS
Quotation – Contact Customer within 2 working daysInformation & Design Submissions – Send written response to design submission & POC informationFinal Works & Phased Energisation
Type of Connection / Supply FaultTimescale (cannot be extended, exemptions* must be used)Failure Payment per working date late
UMC1 unmetered emergency Works to remove immediate danger to the public or propertyAttend on site within 2 hours£75
UMC2 High priority fault repair (traffic lights)Complete repairs within 2 calendar days£20
High priority fault repair (not traffic lights)Complete repairs within 10 working days£20
Multiple unit fault repairComplete repairs within 20 working days£20
Single unit fault repairComplete repairs within 25 working days£20
Guaranteed Standard failure payments must be made within 10 working days of the delivery of the standard.Connections GSoPs are automatic payments and cannot be paid by ex gratia.£75* (*One off payment)