--- title: "Guaranteed standards of Performance payments explained" description: "GSOP payments: Learn what Guaranteed Standards of Performance payments are, when you're entitled to one." url: "https://www.fuseenergy.com/blog/gsop-payment" updated: "2026-10-14" --- # Guaranteed standards of Performance payments explained Guaranteed Standards of Performance (GSOP) payments are regulatory payments energy suppliers must make to customers when they fail to meet specific service standards. These payments cover a range of issues, from missed appointments to prolonged power cuts, ensuring customers are compensated for inconvenience and poor service. Understanding your energy rights and how to claim compensation for service failures can help you manage your energy supply more effectively. Fuse Energy aims to provide clear information on eligibility and how to claim, offering accessible support to its customers. Click [here](https://www.fuseenergy.com/app/boarding/premises) to switch to Fuse Energy today. ## What are Guaranteed standards of Performance (GSOP) payments? GSOP payments are a set of rules and payment obligations imposed on energy suppliers by Ofgem, the UK's energy regulator. These payments are designed to compensate customers for specific service failures and incentivise suppliers to maintain high service standards. ### Ofgem's role in setting standards Ofgem, the UK's energy regulator, sets the rules and payment amounts for Guaranteed Standards of Performance, which all licensed energy suppliers must adhere to^[1]. This ensures a consistent level of service across the industry and provides a clear framework for customer compensation. Ofgem regularly reviews and updates these rules and payment amounts to ensure they remain fair and effective. > **What is Ofgem's role in GSOP?** > > Ofgem, the UK's energy regulator, establishes the rules and payment amounts for Guaranteed Standards of Performance. All licensed energy suppliers must adhere to these standards, which are regularly reviewed and updated to ensure fairness and effectiveness in compensating customers for service failures. ### Why GSOP payments exist GSOP payments exist because energy supply is an essential service, and customers deserve reliable service. When suppliers fall short, these payments act as a form of redress, acknowledging the inconvenience and potential costs incurred by the customer. They also serve as a powerful incentive for energy companies to improve and maintain high operational standards. ## When are you entitled to a GSOP payment? You are entitled to a GSOP payment when your energy supplier fails to meet specific service standards set by Ofgem. These standards cover various common issues that can disrupt your energy supply or service. ### Missed appointments If your energy supplier or their representative misses an agreed appointment with you, you are typically entitled to compensation. This includes appointments for meter installations, repairs, or other scheduled visits. The appointment must have been formally agreed upon, and the supplier must fail to attend within the specified timeframe. ### Delayed switches Energy suppliers are required to complete customer switches within a set period. If your switch to a new supplier is delayed beyond the regulatory timeframe, typically 5 working days, without a valid reason, you may be eligible for a GSOP payment of £40. This ensures that customers can move between suppliers efficiently and without unnecessary hindrance. ### Power cuts and supply interruptions Prolonged power cuts or supply interruptions can also trigger GSOP payments. These payments are usually made by your network operator (the company that manages the local electricity or gas network), not your energy supplier, but your supplier should be able to guide you. Eligibility and amounts depend on the duration of the outage and the number of affected properties. For instance, if your power is cut off more than four times in a year for at least three hours each time, you could receive £95. ### Billing errors and meter issues While less common for direct GSOP payments, significant billing errors or unresolved meter issues that cause undue inconvenience or financial detriment can sometimes lead to compensation. These situations often require a formal complaint process, and if not resolved, can be escalated to Ofgem or the Energy Ombudsman. Understanding your energy bill and how to read your meter can help identify potential issues. If you need a [smart meter installation](https://www.fuseenergy.com/blog/smart-meter-installation), any delays could also lead to compensation. ## How much compensation can you expect? The amount of compensation you can expect from a GSOP payment varies depending on the specific service failure. Ofgem sets these amounts to reflect the severity and impact of the issue. ### Standard payment amounts For common service failures, a standard payment amount applies. For instance, the standard payment for a missed appointment by an energy supplier is £40. This payment is intended to cover the inconvenience and time lost due to the supplier's failure to attend as agreed. > **How much is a standard GSOP payment for a missed appointment?** > > The standard payment for a missed appointment by an energy supplier is £40. This compensation is designed to cover the inconvenience and time lost by the customer due to the supplier's failure to attend a formally agreed appointment within the specified timeframe. ### Additional payments for delays If an energy supplier fails to pay a Guaranteed Standards of Performance (GSOP) payment within 10 working days of the incident or of becoming aware of it, an additional £40 payment is due. This rule encourages prompt payment and further compensates customers for any undue delay in receiving their rightful compensation. For power cuts, the compensation amounts vary depending on the circumstances: * **Normal weather:** If fewer than 5,000 properties are affected, you could receive £95 if your power is off for more than 12 hours, plus an additional £45 for every further 12 hours. If 5,000 or more properties are affected, the initial £95 payment applies after 24 hours, with an additional £45 for every further 12 hours, up to a maximum of £390. The overall maximum for a large normal-weather event is £400. * **Severe weather:** The maximum compensation for severe weather power cuts is £2,000. The initial payment is £85 if your power is cut off for 24 hours (for Storm Category 1) or 48 hours (for Storm Category 2), with an additional £40 for every 6 hours afterwards. * **Gas cuts:** For planned gas cuts, you can receive £50. For unplanned gas cuts, you could claim £70 extra for every additional 24 hours your gas supply is off. ## How to claim your GSOP payment Claiming your GSOP payment involves a few straightforward steps. Being organised and persistent can help ensure you receive the compensation you are due. ### Contacting your energy supplier The first step is always to contact your energy supplier directly. You should: 1. **Identify the specific energy service failure** that occurred. 2. **Check if the failure is covered** by the Guaranteed Standards of Performance. 3. **Gather all relevant details and dates** related to the incident, such as appointment times, dates of power cuts, or records of communication. 4. **Formally claim your payment** by reporting the issue to your supplier. Keep a detailed record of all communications, including dates, times, names of people you spoke to, and a summary of the conversation. ### What to do if your claim is rejected or delayed If your energy supplier rejects your claim, or if you experience significant delays in receiving your payment, you have further avenues for recourse: 1. **Internal complaints procedure**: Follow your supplier's internal complaints procedure. They are required to provide you with details on how to do this. 2. **Ofgem**: If you remain unsatisfied after exhausting the supplier's complaints process, you can escalate your complaint to Ofgem, the energy regulator. Ofgem can investigate and ensure suppliers adhere to their obligations. 3. **Energy ombudsman**: For unresolved complaints, the Energy Ombudsman provides an independent service to review disputes between consumers and energy companies. They can make binding decisions on compensation. By understanding your rights and following these steps, you can effectively claim the GSOP payments you are entitled to, ensuring you are fairly compensated for service failures. Managing your energy bills should be clear and easy to understand. Fuse Energy focuses on straightforward pricing, so you can see exactly what you're paying without unnecessary complexity. If you have a smart meter, you can view detailed usage data through the app or website, helping you understand how you can lower your bills. If you don't have a smart meter, Fuse Energy can upgrade your non-smart meter, completely for free. Our 24/7 human support team is always on hand with fast response times of under 5 minutes whenever you need help. Click [here](https://www.fuseenergy.com/app/boarding/premises) to switch to Fuse Energy today. Find out about our mission by clicking [here](https://www.fuseenergy.com/mission). ### References 1. Ofgem. [Energy advice for households](https://www.ofgem.gov.uk/information-consumers/energy-advice-households) --- Rates, availability, and regional off-peak windows change. Check the source page for current terms. **Disclaimer** For the avoidance of doubt, this article is provided for informational purposes only and is not intended to constitute legal or financial advice. The author and/or Fuse Energy shall not be responsible for any losses arising out of any reliance on the information contained herein.