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Performance reporting - RIIO-ED1

As a regulated business our revenue is governed by a price control mechanism administered by Ofgem. The RIIO-ED1 price control period commenced in April 2015 and ended in March 2023. 

Customer satisfaction

Performance summary 2022/2023

  • Top performing

    DNO for customer satisfaction during RIIO-ED1

  • 3.51 seconds

    average response time for customer calls


    of calls were abandoned

  • 2,125,453

    million hits on our online power cut map 

  • 9

    stakeholder workshops hosted – both virtual and in-person

  • 86.98%

    of complaints resolved with within one day

    Only 4

    complaints referred to the Ombudsman, no complaints were upheld

  • All

    customers have received information on GSOPs via our ‘Power for Life’ publication

Note 1: Targets are for the full eight year RIIO-ED1 period, not for a discrete year

Note 2: Target to be achieved each year of RIIO-ED1


RIIO-ED1 Business Plan Commitments summary report

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Full RIIO-ED1 Business Plan Commitments report

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