Our standards for micro-businesses

Treating customers fairly is central to our company culture and ethos; we believe that all our customers deserve our complete help and support, no matter the size of their business.

By adhering to the voluntary minimum standards for micro-business customers, we help to safeguard their interests when it comes to their business energy.

Here, we outline the standards we uphold for our micro-business customers.

Contents:

• Supplier GSoP for micro-businesses
• Guaranteed Standards of Service (GSoP)
• More information for micro-business customers
• Frequently Asked Questions (FAQs)

In line with Ofgem’s obligations for electricity and gas suppliers, known as Supplier Guaranteed Standards of Performance (GSoP), Energy UK & the I&C Shippers and Suppliers (ICoSS) group have outlined what micro-business customers can expect from their energy supplier in relation to these Standards.

At SEFE Energy, we’re proud to adhere to the voluntary minimum standards for micro-businesses, which include:

Making of Appointments

These Standards apply if you or your energy supplier arranges an appointment to visit your premises which requires access to the premises or for which it would be reasonable to expect the customer to be present e.g. visiting site to replace a meter.

Your supplier must offer you an appointment within a specified period of time which is:

• During the energy supplier’s normal working hours
• A standard four-hour appointment window for commencing the appointment
• Not unreasonably withhold appointment windows of not less than 2 hours
• Within a reasonable time from the request being made

Keeping of Appointments

Your energy supplier should keep to any appointment agreed with you. If your supplier makes an appointment with you, it must not rearrange that appointment less than one working day prior to the appointment unless you have given your consent to the short notice change.

Your supplier should ensure that whoever visits your property has the relevant skills and equipment to fulfil the appointment as the supplier reasonably understands it.

You can read the original document published by ICoSS here.

What has changed from 23/02/26

First-time Smart Meter installation appointments for Micro Businesses

If a micro business customer requests a first-time appointment or receives an appointment and contacts us to confirm or amend the appointment to replace their traditional meter for a smart meter. We must offer an appointment to take place within 60 working days from the date of the request.

If we fail to meet this unless, it was something out of our control then we will pay the compensation amount set by Ofgem within 10 working days.

If we fail to pay the compensation within 10 working days, then we will pay a further compensation amount set by Ofgem.

Smart Meter failed appointments

We will pay the compensation amount set by Ofgem within 10 working days if a smart meter first time installation or replacement appointment fails due to a fault within our control.

Smart Meter not working as intended initial assessment

If a customer notifies us and considers that their smart meter is not working as intended i.e. customer receives an inaccurate bill due to the fact we are not receiving remote readings from the smart meter . We have to undertake an initial assessment and provide an update within 5 working days

If we fail, then we will pay the compensation amount set by Ofgem within 10 working days.

• Our commitment to customers
• Refunds for credits on closed accounts
• Smart Meter Installation Code of Practice
• Billing Standards
• Visiting your premises