We won’t make a payment if we don’t meet a Guaranteed Standard because of circumstances outside our reasonable control. For example, this may include exceptional weather conditions, strikes or the actions of third parties or an act of negligence by the customer.
Unplanned interruptions for customers living at Wembley Park:
- If there is total or partial loss of heat supply, we’ll restore your supply within 12 hours between the hours of 7am and 8pm Monday to Friday, between 8am and 5pm on weekends and Bank Holidays, also within 12 hours if there is a large event on at Wembley Stadium, for example, sports events or concerts. These are our ‘enhanced hours’.
- During the ‘enhanced hours’ we’ll respond within 2 hours of us first being notified of a total or partial loss of supply. We’ll restore your supply within 24 hours outside of the ‘enhanced hours’ listed above, or within 12 hours from the start of the next ‘enhanced hours’ period, whichever is shorter.
- For example, if you call us at 9pm on a Monday the next ‘enhanced hours’ period will start at 7am on Tuesday, so we will aim to restore your supply by 7pm on Tuesday instead of 9pm. Outside of the ‘enhanced hours’ we’ll respond within 4 hours of us first being notified of a total or partial loss of supply.
- We won’t make payments if your heating has stopped working due to third party damage.