Complaints, Standards & Sustainability

Complaints Handling and Guaranteed Standards

We operate a formal-complaints handling procedure and comply with Guaranteed Standards of Performance (GSOP).

Complaints Handling

If a customer, developer, ICP or other stakeholder has a complaint regarding services provided by Edge Utility Networks, Edge will apply its complaints handling procedure and seek to resolve the complaint fairly and promptly. Where applicable, eligible domestic and small non-domestic customers may have access to independent dispute resolution mechanisms after Edge has had a reasonable opportunity to resolve the complaint in accordance with the complaints procedure.

Guaranteed Standards of Performance (GSOP)

Electricity distribution companies operate a Guaranteed Standards of Performance scheme established under the Electricity (Standards of Performance) Regulations. Where applicable, customers may be entitled to receive a payment if certain service standards are not met, subject to eligibility criteria and exceptions set out in the applicable regulations and published notices. In some circumstances payments may be made automatically; in others a claim may be required.

Sustainability

Edge Utility Networks’ sustainability approach emphasises environmentally and socially responsible business practices and alignment with the UN Sustainable Development Goals. Edge Utility Networks seeks to align with these principles where relevant to licensed electricity distribution activity.

As a licensed IDNO, Edge Utility Networks supports the energy transition by facilitating efficient connections for low-carbon infrastructure such as BESS and EV charging and by owning and operating distribution assets that enable the integration of renewable and decentralised energy solutions. Sustainability considerations are implemented alongside regulatory compliance and industry code obligations.