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ESP Utilities Group

Our Standard of Service

Here at ESP we value the services we give to our customers. Ofgem, the industry regulator, sets guaranteed standards to ensure all Distribution Network Operators (such as us) meet customers’ needs. If we fail to meet these standards you are entitled to receive a payment.

Guaranteed Standards of Service

ESP Utilities Group Ltd (ESP) are an Independent Gas Transporter and Independent Distribution Network Operator; this means we own and operate the pipes and cables that bring gas and electricity to your property.

Our job is to operate safe gas and electricity networks, so you remain connected to the things that matter most. It is our responsibility to safely restore your energy supply as quickly as possible in the event of a loss of supply. We are not the company who sends you bills for your energy usage; this sits with your supplier. If you are unsure who your supplier is please see here.

We strive to meet a high standard of performance whilst offering quality customer service. In the regrettable instance where we fail to meet the level of service required, you may be entitled to an automatic or claimable compensation payment.

How much you are eligible to claim in compensation under the Guaranteed Standards depends on many factors, including:

  • the cause of the outage
  • the amount of time you were off supply

Sometimes the guaranteed standards may not apply, due to, events beyond our control, such as the actions of third parties, being unable to gain access to premises or our own equipment, being unable to identify the customers affected by supply interruptions and in some cases severe weather.

If any of these exemptions are invoked, we will need to demonstrate that we had taken all reasonable steps to prevent the exceptional circumstances occurring and to prevent failure. If you are supplied via a landlord’s private cable or a private network (i.e. one that is not operated under an electricity distribution licence), these standards do not apply.

For further information on our standards of service and a full list of the compensation payments you could be eligible for, please download an electronic copy of Standards of Service for both gas and electricity here.

If you require this document in an alternative format, please contact us on 01372 587 500 or email customerservices@espug.com. You can also find further information about your rights on Ofgem’s website here.

You can also find further information about your rights on Ofgem’s website here.


If you feel that you may be liable for compensation after any inconveniences you may have experienced, such as a power cut, please get in touch with us.


ESP always aims to provide the highest standard of customer service. Where you do experience a problem with the level of service provided by us, we will strive to make things right as quickly as possible.

Your feedback is important to us as it helps us to improve our processes and train our staff to ensure the highest standards are met.

If you’re unhappy with the service you have received from ESP, please send us a message or call 01372 587 500. There are a few pieces of information that our customer service operatives may ask you:

  • Name / Company name (if applicable)
  • Address
  • Telephone number
  • Email address
  • Full site address (if different from your correspondence address)
  • Any reference numbers you may have previously been provided with

Once you have raised your complaint, you will get a response back from us within 5 working days. If you are not satisfied with the way in which your complaint was handled or the response provided by our Customer Service team, you have the right to escalate your complaint to the relevant manager.

Our complaints process is explained within our Standards of Service document – please click here to view.

In the event that your complaint has been through our escalation process and you are not happy with how we’ve dealt with your complaint, there are numerous ways that you can ask for help such as getting in touch with Citizens Advice  consumer service, or by seeking the assistance of Ombudsman Services.

Ombudsman Services

We will always do all we can to successfully resolve your complaint to your complete satisfaction. However, if eight weeks have passed since you raised a complaint and you believe that it remains unresolved, OR if you have been notified by ESP that there is nothing more we can do for you, you can refer to, and seek the assistance of Ombudsman Services. Ombudsman Services is an independent body who will assess your complaint. The service is free of charge and the decision made is final and binding on ESP, but not on you. You can contact them via the following methods:

Ombudsman Services: Energy
PO Box 966
A4 9DF

Telephone: 0330 440 1624
Textphone: 0330 440 1600
Email: enquiries@os-energy.org
Website: www.ombudsman-services.org/sectors/energy