{"organism":"Page","children":[{"organism":"Container.Raw","children":[{"organism":"Metadata","model":{"title":"Our guaranteed standards","text":"As an energy supplier, there are Guaranteed Standards, set out by Ofgem, that Shell Energy has to adhere to when delivering your energy supply. They apply to microbusiness customers and entitle them to compensation if the standards are not met.\r\n\r\nGuaranteed Standards also apply to your electricity distribution company and gas transporter. These will cover supply interruptions and maintenance work, among other things.","links":[{"name":"Our guaranteed standards","value":"https://www.shell.co.uk/business/shell-energy/guaranteed-standards.html"}],"tags":[{"name":"Shell Energy","value":"shell:business/home-solutions/shell-energy"}]},"id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/guaranteed-standards/jcr_content/root/metadata"},{"organism":"ContentOwner","model":{},"id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/guaranteed-standards/jcr_content/root/contentowner"},{"organism":"Container.Header","children":[{"organism":"Container.Raw","ref":"https://www.shell.co.uk/business/_jcr_content/root/header/inherited.model.json","id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/guaranteed-standards/jcr_content/root/header/inherited","model":{}},{"organism":"Breadcrumb","model":{"links":[{"name":"Home","value":"https://www.shell.co.uk/"},{"name":"Business","value":"https://www.shell.co.uk/business.html"},{"name":"Shell Energy","value":"https://www.shell.co.uk/business/shell-energy.html"},{"name":"Our guaranteed standards","value":"https://www.shell.co.uk/business/shell-energy/guaranteed-standards.html"}]},"id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/guaranteed-standards/jcr_content/root/header/breadcrumb"}],"id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/guaranteed-standards/jcr_content/root/header","model":{}},{"organism":"Container.Main","children":[{"organism":"Container.Section","children":[{"organism":"PageHeader","color":"brand1","model":{"title":"Our guaranteed standards","text":"\u003Cp\u003EAs an energy supplier, there are Guaranteed Standards, set out by Ofgem, that Shell Energy has to adhere to when delivering your energy supply. They apply to microbusiness customers and entitle them to compensation if the standards are not met.\u003C/p\u003E\r\n\u003Cp\u003EGuaranteed Standards also apply to your electricity distribution company and gas transporter. These will cover supply interruptions and maintenance work, among other things.\u003C/p\u003E\r\n"},"id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/guaranteed-standards/jcr_content/root/main/section/page_header"},{"organism":"PromoSimple.Text","color":"brand1","id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/guaranteed-standards/jcr_content/root/main/section/text","model":{"text":"\u003Ch3\u003EAppointments\u003C/h3\u003E\r\n\u003Cp\u003EYour supplier must offer you an appointment within a specified period of time which is:\u003C/p\u003E\r\n\u003Cul\u003E\r\n\u003Cli\u003E\u003Cp\u003Eduring the energy supplier’s normal working hours\u003C/p\u003E\r\n\u003C/li\u003E\r\n\u003Cli\u003E\u003Cp\u003Ea standard 4-hour appointment window for commencing the appointment\u003C/p\u003E\r\n\u003C/li\u003E\r\n\u003Cli\u003E\u003Cp\u003Enot unreasonably withhold appointment windows of not less than 2 hours\u003C/p\u003E\r\n\u003C/li\u003E\r\n\u003Cli\u003E\u003Cp\u003Ewithin a reasonable time from the request being made.\u003C/p\u003E\r\n\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003Cp\u003EIf we cancel or rearrange your appointment without previously agreeing with you, and with less than one day’s notice, you’re entitled to set compensation of £40.\u003C/p\u003E\r\n\u003Ch3\u003ENon-emergency appointments\u003C/h3\u003E\r\n\u003Cp\u003EIf you report a faulty meter to us, we guarantee to investigate within 5 working days. If a fault is found, we’ll either fix or replace the meter. We’ll also confirm the expected timescale you can expect work to be completed in.\u003C/p\u003E\r\n\u003Cp\u003EIf we either fail to attend our appointment, or do not correct the fault within the timescale we specify, we’ll compensate you £40.\u003C/p\u003E\r\n\u003Ch3\u003EReconnection\u003C/h3\u003E\r\n\u003Cp\u003EIf you fail to pay us for your energy supply, we might have to disconnect your supply. We’ll reconnect you within 24 hours, provided that you agree on a repayment plan with us, or you:\u003C/p\u003E\r\n\u003Cul\u003E\r\n\u003Cli\u003E\u003Cp\u003Epay us the money you owe us\u003C/p\u003E\r\n\u003C/li\u003E\r\n\u003Cli\u003E\u003Cp\u003Epay us the cost of disconnecting and reconnecting\u003C/p\u003E\r\n\u003C/li\u003E\r\n\u003Cli\u003E\u003Cp\u003Egive us a security deposit if we request it.\u003C/p\u003E\r\n\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003Ch3\u003EExemptions\u003C/h3\u003E\r\n\u003Cp\u003EThere are some exemptions to the Guaranteed Standards, under which we are not required to make a compensation payment. These are:\u003C/p\u003E\r\n\u003Cul\u003E\r\n\u003Cli\u003E\u003Cp\u003EWe and you disagree over whether a standard was not met. If that is the case, we’ll explain to you how you can raise a dispute with Ofgem.\u003C/p\u003E\r\n\u003C/li\u003E\r\n\u003Cli\u003E\u003Cp\u003EYou told us that you did not want us to take any action.\u003C/p\u003E\r\n\u003C/li\u003E\r\n\u003Cli\u003E\u003Cp\u003EWe reasonably consider the information given by you to be inconsequential.\u003C/p\u003E\r\n\u003C/li\u003E\r\n\u003Cli\u003E\u003Cp\u003EYou have tampered with your meter, have attempted to restore the supply that we or the network companies disconnected when we had a right to do so or have not paid the charges due as a result of that behaviour.\u003C/p\u003E\r\n\u003C/li\u003E\r\n\u003Cli\u003E\u003Cp\u003EIt was not reasonably practical to meet these Guaranteed Standards because of:\u003C/p\u003E\r\n\u003Cul\u003E\r\n\u003Cli\u003E\u003Cp\u003Esevere weather\u003C/p\u003E\r\n\u003C/li\u003E\r\n\u003Cli\u003E\u003Cp\u003Ethe behaviour of a person not working directly for us\u003C/p\u003E\r\n\u003C/li\u003E\r\n\u003Cli\u003E\u003Cp\u003Ewe’re unable to access a relevant building\u003C/p\u003E\r\n\u003C/li\u003E\r\n\u003Cli\u003E\u003Cp\u003Ewe would be in breach of any regulation\u003C/p\u003E\r\n\u003C/li\u003E\r\n\u003Cli\u003E\u003Cp\u003Ethe effects of an event covered by Part 2 of the Civil Contingencies Act, 2004 (war, terrorism, threat to national security)\u003C/p\u003E\r\n\u003C/li\u003E\r\n\u003Cli\u003E\u003Cp\u003Eother circumstances beyond our control, so long as we took all reasonable steps to prevent them from occurring and affecting us.\u003C/p\u003E\r\n\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003Cp\u003EIn these Guaranteed Standards, a working day means any day other than a Saturday, a Sunday, Christmas Day, Good Friday or a day that is a bank holiday. Working hours are 8am and 8pm on working days, and 9am and 5pm on any other day. Any contact outside these hours will count from the next day.\u003C/p\u003E\r\n\u003Ch3\u003ECompensation\u003C/h3\u003E\r\n\u003Cp\u003EYou do not need to apply for compensation. Any compensation owed to you as a consequence of us contravening the promises made above will be automatically credited to your bank account or sent to you via cheque. This will be paid to you within 10 working days, and, if we don’t make the payment in time, we’ll pay you another £40 within a further 10 working days. This late payment will only be made once.\u003C/p\u003E\r\n\u003Cp\u003EIf there’s a fault that’s the responsibility of the electricity distributor or gas transporter, and they decide you’re owed compensation, they may pay the money to us and we’ll pay it on to you. If we fail to pay you this compensation within 10 working days, we’ll pay you an additional £40.\u003C/p\u003E\r\n\u003Ch3\u003EBack billing\u003C/h3\u003E\r\n\u003Cp\u003EBack billing is when a 'catch up' bill is created to cover the amount owed by a customer for electricity or gas which has not previously been charged for, going back over a period of time.\u003C/p\u003E\r\n\u003Cp\u003EBack billing may happen if the customer’s account has previously been billed using underestimate meter readings for a period of time, where a change of tenancy has occurred and no bill has been sent to the new occupier and this is then corrected, and a bill has not been produced with in a certain billing period.\u003C/p\u003E\r\n\u003Cp\u003EEnergy regulator Ofgem has also set out back billing rules to help protect micro businesses when they receive an energy back bill.\u003C/p\u003E\r\n\u003Cp\u003EBack-billing can be for any amount but is limited to 12 months from finding an error to a corrected bill being issued.\u003C/p\u003E\r\n\u003Cp\u003EUnder the Ofgem back billing rules, you can't be charged for any unbilled energy used more than 12 months ago.\u003C/p\u003E\r\n\u003Cp\u003EThis protection may not apply if you've behaved obstructively or unreasonably in a way which prevents us from accurately billing you. For example, if you've prevented us on more than one occasion from taking a meter reading at your premises, or if you’ve stolen gas or electricity from us.\u003C/p\u003E\r\n"}}],"id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/guaranteed-standards/jcr_content/root/main/section","model":{}}],"id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/guaranteed-standards/jcr_content/root/main","model":{}},{"organism":"Container.Footer","children":[{"organism":"Breadcrumb.Large","model":{"links":[{"name":"Home","value":"https://www.shell.co.uk/"},{"name":"Business","value":"https://www.shell.co.uk/business.html"},{"name":"Shell Energy","value":"https://www.shell.co.uk/business/shell-energy.html"},{"name":"Our guaranteed standards","value":"https://www.shell.co.uk/business/shell-energy/guaranteed-standards.html"}]},"id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/guaranteed-standards/jcr_content/root/footer/breadcrumb"},{"organism":"Container.Raw","ref":"https://www.shell.co.uk/business/_jcr_content/root/footer/inherited.model.json","id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/guaranteed-standards/jcr_content/root/footer/inherited","model":{}}],"id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/guaranteed-standards/jcr_content/root/footer","model":{}}],"id":"/conf/shell/settings/wcm/templates/base/structure/jcr_content/root","model":{}}],"model":{"title":"Our guaranteed standards","text":"As an energy supplier, there are Guaranteed Standards, set out by Ofgem, that Shell Energy has to adhere to when delivering your energy supply. They apply to microbusiness customers and entitle them to compensation if the standards are not met.\r\n\r\nGuaranteed Standards also apply to your electricity distribution company and gas transporter. These will cover supply interruptions and maintenance work, among other things.","links":[{"name":"canonical","value":"https://www.shell.co.uk/business/shell-energy/guaranteed-standards.html"},{"name":"hierarchy","value":"en_gb/business/shell-energy/guaranteed-standards"},{"name":"homeTitle","value":"Business"},{"name":"homeUrl","value":"https://www.shell.co.uk/business.html"},{"name":"locale","value":"en-GB"},{"name":"title","value":"Our guaranteed standards | Business"},{"name":"textDirection","value":"ltr"},{"name":"template","value":"base"},{"name":"contentPath","value":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/guaranteed-standards"},{"name":"externalDisclaimerText","value":"Shell plc Legal Disclaimer\r\n\r\nYou are now leaving the Shell UK website.\r\n\r\nThe link you have selected will direct you to a website that is not controlled by Shell plc or any member of the Shell Group. Accordingly, neither Shell plc nor any member of the Shell Group endorses, adopts, certifies or otherwise validates the information and material contained on the linked website. This includes its sponsor and any policies, activities or services offered on the site, by any advertiser on the site or linked to the site.\r\n\r\nThank you for visiting the Shell UK website."},{"name":"themeMode"},{"name":"lastModified","value":"2026-07-31T08:07:51.910Z"},{"name":"themeName","value":"shell-energy"},{"name":"themePath","value":"/etc.clientlibs/amidala/clientlibs/theme-shell-energy"},{"name":"themeCss","value":"/etc.clientlibs/amidala/clientlibs/theme-shell-energy.ACSHASH7e079cd05af5e27a823c2bf69b9fabde.css"}],"tags":[{"name":"Shell Energy","value":"shell:business/home-solutions/shell-energy"}]},"id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/guaranteed-standards/jcr_content"}