GSOP payments: your energy compensation rights

Guaranteed Standards of Performance (GSOP) payments are compensation amounts set by Ofgem, the UK's energy regulator, to protect customers when energy suppliers and network operators fail to meet minimum service levels. These payments ensure you are fairly compensated for inconvenience when things go wrong with your energy supply. Understanding your rights and how to claim these payments is crucial for managing your energy experience.

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What are Guaranteed standards of Performance (GSOP) payments?

GSOP payments serve as a regulatory safeguard, ensuring that energy customers receive compensation when their suppliers or network operators fall short of defined service levels. These payments are designed to cover various service failures, from missed appointments to delayed switches, and are a core part of consumer protection in the UK energy market.

Ofgem's role in setting standards

Ofgem is the UK's energy regulator, responsible for overseeing gas and electricity markets and protecting consumers. It establishes and enforces the GSOP to ensure a consistent level of service across the energy industry. These standards dictate when compensation is due and the general conditions under which it applies.

Purpose of GSOP for consumers

The primary purpose of GSOP is to protect consumers from poor service and to provide a clear mechanism for redress. These payments act as a financial incentive for energy companies to maintain high standards and compensate customers for inconvenience when service levels are not met. They empower customers by giving them a right to compensation for specific service failures.

When are you eligible for a GSOP payment?

Eligibility for a GSOP payment depends on the specific nature of the service failure. Ofgem defines various scenarios where compensation is due, ensuring a broad range of consumer issues are covered.

Service failures by your energy supplier

Your energy supplier is responsible for issues related to your account, billing, and switching process. Common supplier-related failures that may trigger a GSOP payment include:

• Delays in switching suppliers: If your switch to a new supplier takes longer than the industry-standard timeframe of 5 working days, your new supplier must automatically pay you £40 compensation.
• Missed appointments: If your supplier fails to attend a pre-arranged appointment, such as for a meter reading or maintenance, they should pay you £40 compensation. If this payment is not made within 10 working days, an additional £40 is due.
• Delays in final billing: If your final bill after switching or moving out is not issued within six weeks, you are entitled to £30 compensation. If this is not provided within a further 10 working days, an additional £30 is due.
• Billing errors: In certain cases, significant or repeated billing errors may also lead to compensation or refunds, sometimes initiated by Ofgem.
• Smart meter issues: New rules introduced in February 2026 mandate automatic £40 payments if your supplier delays a smart meter installation appointment (longer than six weeks), if a scheduled installation fails due to supplier-controlled circumstances, or if they do not provide a resolution plan within five working days of a fault report.

Issues with your network operator

Your network operator is responsible for the physical infrastructure that delivers energy to your home, including power lines and gas pipes. Issues typically covered by network operators include:

• Power cuts: If your home is without power for more than 12 hours (for fewer than 5,000 premises affected) or 24 hours (for more than 5,000 premises affected) in normal weather conditions, you can get £95 compensation. An additional £45 is due for every further 12 hours you are without power, up to a maximum of £400. If you experience more than four power cuts lasting at least three hours each within a year, you could receive an extra £95. Different compensation amounts apply for power cuts during severe weather conditions.
• Delays in restoring supply: Compensation for delays in restoring supply is covered under the power cut rules, with additional payments for extended outages.
• Missed appointments: If a network operator misses a scheduled appointment, this may also trigger compensation under GSOP.

Key eligibility criteria

To be eligible for a GSOP payment, the service failure must fall within the specific criteria set by Ofgem. This includes defined timeframes for delays and specific conditions for events like power cuts. The exact compensation amounts and detailed conditions for GSOP payments are set by Ofgem and are available on their official website. It is crucial to check these details to understand if your situation qualifies.

How to claim your GSOP payment

Claiming your GSOP payment involves a clear process, starting with identifying the issue and contacting the correct provider.

Step-by-step claim process

1. Identify the service failure: Determine if the issue you experienced falls under Ofgem's Guaranteed Standards of Performance.
2. Gather evidence: Collect any relevant information, such as dates, times, communication records, and details of the impact the failure had on you.
3. Contact the responsible party: Reach out to either your energy supplier (for billing, switching, or account issues) or your network operator (for power cuts and supply interruptions).
4. Make your claim: Clearly explain the issue, refer to the relevant GSOP, and request the compensation you believe you are due.

Gathering necessary information

When making a claim, you should have the following to hand:

• Your account number or supply details.
• The date and time the service failure occurred.
• A clear description of what happened.
• Any evidence you have, such as screenshots, emails, or notes of phone calls.

Contacting your provider

For issues related to billing or switching, you should contact your energy supplier directly. For issues like power cuts or problems with the physical supply to your property, you need to contact your network operator. You can usually find their contact details on your energy bill or by using the Energy Networks Association (ENA) postcode lookup tool to identify your specific operator. Alternatively, you can call 105, the free national number for power cuts in Great Britain, which connects you to your local Distribution Network Operator (DNO).

What to do if your claim is rejected

If your initial claim for a GSOP payment is rejected or you are unhappy with the resolution, you have further avenues to pursue.

Escalating to the energy Ombudsman

If your complaint remains unresolved after eight weeks, or if you receive a 'deadlock letter' from your energy supplier or network operator, you can escalate your case to the Energy Ombudsman. The Energy Ombudsman provides an independent service for resolving unresolved complaints against energy suppliers and network operators. They will review your case and make a decision that is binding on the energy company.

Understanding the resolution process

The Energy Ombudsman will investigate your complaint impartially. They may ask for further information from you and the energy company. Their decision will determine whether compensation is due and, if so, the amount. This process ensures that consumers have access to a fair and independent review when their issues cannot be resolved directly with their provider.

Frequently asked questions about GSOP

Are GSOP payments automatic?

Many GSOP payments are automatic, meaning you do not need to make a claim. This is often the case for delayed switches, smart meter issues, and power cuts. However, for some service failures, you may need to actively make a claim with your energy supplier or network operator, or follow up if an automatic payment is missed.

How long does a claim take?

The time it takes to process a GSOP claim can vary. Energy companies are expected to handle complaints promptly. If your claim is straightforward and clearly meets the criteria, it may be resolved quickly. However, more complex cases or those requiring investigation could take longer. If you are not satisfied with the speed or outcome, you can escalate your complaint to the Energy Ombudsman after eight weeks or if you receive a deadlock letter.

Where to find official compensation amounts

The specific compensation amounts and detailed conditions for all GSOP payments are set by Ofgem, the energy regulator. You can find the most up-to-date and official information on their website. It is always best to refer to Ofgem's official guidance to ensure you have accurate information regarding your eligibility and the compensation you may be due.

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