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DATE

March - July 2019

AUDIENCE

National Policy Shapers, Local Place Makers, Customers

ENGAGEMENT

2,275

OBJECTIVES

To gain a deeper understanding of your priority areas by estimating your willingness to pay for improvements to our network and services as well as your willingness to accept payment for any downgrade in service.

YOUR COMMENTS & OUR RESPONSES

You told us that on average you’d be willing to pay £1.40 for the optimal level of supply, where planned works are conducted with no disruption to supply. There was a significant difference in your willingness to pay for this option compared to the next best level where 99% of properties are restored within 12 hours, for which you were willing to pay £0.55. 

Considering this feedback, we determined that in the next regulatory period, from 2021-2026, we will commit to restore supply to the ECV and your appliances, following a planned interruption, within 12 hours, every time. We will also introduce penalty incentives for performance to restore supply faster than we have been over the past 5 years.

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