Our Guaranteed Standards of Performance (GSOP)

At Rebel, we promise to deliver certain standards to our customers – as required by the energy regulator, Ofgem. If we don’t meet any one of these standards, then we will compensate you.

What are the individual Standards of Performance?

Metering Appointments

If we need to do meter work at your home, such as installing a smart meter, we’ll offer an appointment at a convenient time within a 4-hour slot. If we have to cancel, we’ll give you at least one working days' notice.

Faulty meters

Faulty meters are rare, but if you think your meter isn’t working properly, contact us. We’ll investigate and take action based on your meter type:

Credit meters 

Within 5 working days of you contacting us, we will:  

• Complete an initial assessment to determine if your meter maybe faulty.  
• If that assessment shows your meter is faulty, we’ll replace it or, if possible, fix it remotely. 

Prepayment meters

If your account is in credit and you’ve lost your power supply, or you think your prepayment meter is faulty, please tell us as soon as you can. We will arrive at your property or start work or fix the issue remotely within 3 hours on a working day and within 4 hours on any other day.  

Erroneous Transfers

If your energy supply was switched by mistake, let us know. We’ll investigate and update you within 20 working days. If the switch was an error, we’ll pay you £40 and return you to your original supplier within 21 working days. If we miss this deadline, we’ll pay you another £40.

Final billing

We don’t want to see you leave Rebel, but if you do decide to switch to a different supplier, we’ll send you a final bill within 6 weeks of either:

• You telling us you’re moving out, or
• Your new energy supplier telling us you’re switching away.

Credit Balances

If your final bill with Rebel shows a credit balance, we will refund this to you within 10 working days of the final bill being sent to you. If we don’t have bank details to send the payment automatically, we will send you a cheque.

Supply Transfers

If you choose to join Rebel, we will be delighted to supply your energy.

Once we have all the necessary information to complete the transfer, and any cooling-off period has expired, we will complete the switch to us within 5 working days. If you ask to start with us on a specific later date, we will switch you to us on that date.

Reconnection

If, in the rare circumstance, we disconnect you because you haven’t paid your bill or contacted us to talk about the situation, we will reconnect your supply within 24 hours if you do one of the following:

• Pay the amount you owe us in full, including any outstanding energy and service charges
• Agree a repayment plan.

When will we pay compensation?

If we fail to meet any of the standards of performance which we have outlined above, we will pay you £40. We will make this payment within 10 working days of not meeting the standard. If we fail to do this, we will pay you an additional £40.

When won’t we pay compensation?

We will not pay compensation in any of the following circumstances:

• Where your supply meter has been interfered with or tampered with  
• If we are unable to access your property or meter to fulfil an appointment
• If we can’t come to your property because of factors outside of our control (such as severe weather or if we’re prevented from doing so by someone who is not an employee or representative of our organisation) 
• If you provide us with incomplete or inaccurate information that means we are unable to issue you information by post or electronically
• If we are disputing with you whether we are obliged to make a payment  
• If you tell us that you no longer wish us to act on an issue.  

Gas and Electricity Network Operators

Sometimes, your local gas or electricity network operator may need to compensate you if they fall short of the guaranteed standards of performance they are required to meet. If so, we will pass on any such compensation payment which is owed to you within 10 working days and, if we fail to do so, we will pay you an additional £40.    

You can find out more about network operators in our Energy FAQs or by visiting the Energy Networks Association website.